Head of Guest Experience

1 week ago

Canberra, ACT, Australia lululemon Full time
Job Summary

We are seeking a dedicated and results-driven Assistant Store Manager to join our team at lululemon. As a key member of our store leadership team, you will be responsible for leading and coaching team members, holding them accountable to results, and ensuring an outstanding guest experience in the store.

Key Responsibilities
  1. Leadership and People Management
    1. Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive and engaging experience for all team members and guests.
    2. Support Store Manager in building a strong and diverse team that includes team members with various experiences, backgrounds, and skillsets to drive store operations.
    3. Support ongoing learning and development of team members (i.e., Educators and Key Leaders) consistently and equitably by providing direct feedback, coaching, mentoring, and career path guidance, and addressing performance concerns.
    4. Support the store's recruiting and hiring process, onboarding training, and overall performance management activities.
    5. Engage in career discussions to support and reinforce team understanding of how working at lululemon will contribute to their career and personal growth.
    6. Provide team member recognition, gap assessment, and overall performance documentation to support and reinforce career and personal growth.
    7. Collaborate with Store Manager to plan and prepare team member schedule according to labour requirements, availability, and budget considerations.
  2. Working with Others
    1. Establish supportive and productive relationships with all team members, focusing on personal and professional development.
    2. Collaborate with team members to ensure an optimal guest experience that values guests' time and support store operations.
  3. Guest Experience
    1. Support team members (e.g., leading by example or coaching) to ensure a great guest experience, including assessing guest needs, providing technical product educations, and supporting in-store transactions and omnichannel programs.
    2. Move dynamically on the floor to assess and fulfill the needs of the business, team, and guests.
    3. Resolve guest feedback and address emergent issues, including guest escalations and emergency requests, helping to "make it right" for guests.
    4. Increase brand awareness and acceptance in the community by cultivating inclusive relationships with partners and community influencers and seeking to engage with diverse community resources and programs.
    5. Establish and maintain local relationships with ambassadors, sweat leaders, and other external partners by identifying, selecting, training, and facilitating relationship building with guests and team.
  4. Operations
    1. Implement the Store Manager's vision for the store and cascade to team members.
    2. Partner with Store Manager to review business data and metrics (e.g., profit and loss (P&L) statement) to inform planning processes (e.g., quarterly business review and sales planning).
    3. Partner with Store Manager to manage store's budget, labor hours, expenses, and P&L statement.
    4. Provide salesfloor leadership to team members, including planning salesfloor coverage and making decisions to maintain efficiency and effectiveness of salesfloor operations.
    5. Open and close the store in accordance with the opening and closing checklists.
    6. Understand and adhere to people safety policies and procedures to maintain a safe work environment.
    7. Perform work in accordance with applicable policies, procedures, and laws or regulations.
  5. Budget Responsibility
  • Accountable for delegated aspects of controllable budget or labor hours.
People Management
  • Team lead role indirectly responsible for subset of store employees during shift or as delegated by Store Manager.

What We Look For

  • Inclusion & Diversity
  • Integrity/Honesty
  • Leadership
  • Collaboration and Teamwork
  • Adaptability/Agility
  • Decision Making
  • Strategic Thinking
  • Resilience

Job Requirements

  • Eligibility: Legally eligible to work in the jurisdiction of the store which you are assigned to.
  • Availability: Willing to work a flexible schedule.
  • Other Willingness Requirements
    • Willing to work as part of a team and also complete work independently.
    • Willing to move through a store for most of a shift to help guests and accomplish work.

Experience

  • Work experience in leadership or people management.

Job Assets (i.e., nice to have; not required)

  • Education: High School or Secondary School diploma equivalent or above.
  • Education: Bachelor's degree or equivalent.
  • Experience: 1 year retail or sales specific management experience.

Beyond The Paycheck (Benefits & Perks)

At lululemon, we care for and invest in the whole person – body, mind, spirit. Our total rewards program is designed to support you in achieving your goals and focus on the things you love. In addition to competitive base pay and a team-based bonus program, we also offer paid time off, generous employee discounts, fitness/yoga classes, parenthood top up program and personal and professional development programs.

Note: availability of these benefits and perks may be subject to your location & employment type and may have certain eligibility requirements. The Company reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.

LGBTI Jobs is Australia's national job board dedicated to assisting Lesbian, Gay, Transgender, Transexual graduates and jobseekers connect with organisations actively engaged in LGBTI inclusion initiatives.

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