lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, they create transformational products and experiences that support people in moving, growing, connecting, and being well.
Job Summary
The Guest Experience Lead is responsible for ensuring all guests (i.e., customers) receive a quality in-store experience. They do this by overseeing or providing technical product education that articulates the value of our product and brand to meet the unique needs of each guest. The Guest Experience Lead is part of the store leadership team, responsible for driving store performance on the floor through guest experience and team achievement of daily sales or unit targets. Guest Experience Leads provide input to team member performance evaluations, recommendations into store hiring decisions, and act as Supervisor on Duty (SOD) when leading the floor.
Core Responsibilities of the Job
- Bring the lululemon guest experience framework to life, leading from the floor to establish an exceptional and inclusive guest experience.
- Continuously assess the level of guest connection and technical product education, ensuring every single guest receives technical product education and assisting the guests when needed (e.g., when other team members are unavailable).
- Move dynamically and lead from the floor as the Supervisor on Duty to assess and fulfill the needs of the business, team, and guests.
- Conduct preparation activities to ensure in-store readiness for guests and ensure the operational excellence of the store is maintained throughout shift.
- Open and close the store in accordance with the opening and closing procedures.
- Review and interpret daily business data and metrics to track progress toward sales goals and motivate team to drive business results.
- Participate in the store’s hiring process, including recruitment, selection and hiring recommendations, onboarding, and training.
- Address team member performance and support their ongoing learning and development by providing direct feedback and in-the-moment recognition, coaching, demonstrations, and hands-on experiences.
- Contribute to a respectful and inclusive team by establishing supportive working relationships and engaging with team members, creating a fun and productive environment.
Experience
- 1 year retail or customer experience (e.g., guest resolution, navigating difficult conversations)
- Some experience in leading, mentoring, or delegating with others
Job Assets (i.e., nice to have; not required)
- Education: High school diploma/GED/equivalent, or above
- Experience: 1 year of retail/sales leadership experience (supervisor or people management not necessary; examples: leading delegated assignments/tasks, mentoring or assisting peers)