Description & Requirements
Who We Are
lululemon stands as a pioneering company in performance apparel, specifically tailored for yogis, runners, athletes, and fitness enthusiasts alike. We lead the industry by setting high standards in technical fabrics and functional design, crafting transformational products that enhance performance and wellness. Our achievements stem from our commitment to innovation, the vital role our stores play in connecting with customers, our dedication to our employees, and the exceptional relationships we cultivate in every community. Committed to making a positive impact, we focus on fostering a more equitable, inclusive, and growth-oriented environment for all our team members.
Job Summary
The Assistant Manager, Guest Experience position plays a critical role within the store leadership team, ensuring that every guest and team member enjoys a top-notch experience during their visit. This role involves leading efforts directly on the sales floor to strengthen, develop, and guide team members. The Assistant Manager cultivates a team culture where everyone feels a profound sense of belonging and growth opportunities. Consequently, they steer their team to consistently deliver exceptional guest experiences that resonate with the core values and principles of lululemon.
Core Responsibilities of the Job
Leadership and People Management
- Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members.
- Engage team members by helping them understand how their work supports the success of the store and of lululemon overall.
- Support Store Manager in hiring and building a strong and diverse team that includes team members with various experiences, backgrounds, and skillsets to drive key results and performance.
- Support ongoing learning and development of team members consistently and equitably by providing direct feedback, coaching, mentoring, and continuous development check-ins.
- Lead performance management activities, including direct feedback and continuous check-ins, facilitating team acknowledgement and rewards, managing performance documentation, and addressing performance concerns.
- Address employee concerns or issues, including knowing when to partner with internal support to take appropriate action.
Guest Experience and Community
- Lead an exceptional guest (customer) experience on the floor through assessing the level of guest connection and technical product education and supporting team members to address gaps through feedback and coaching.
- Resolve guest feedback and address emergent issues, including guest escalations and urgent requests, helping to “make it right” for guests.
Operations, Product, and Strategy
- Partner with other managers to review business data and metrics (e.g., profit and loss [P&L] statement) to inform planning processes (e.g., quarterly business review, sales planning, and hiring strategy).
- Maintain strategic product presentation/visual merchandising by ensuring product recovery, restock (e.g., pant wall, size store), destock, or minor visual merchandising changes are accomplished.
- Understand and adhere to people safety policies and procedures to maintain a safe work environment.
- Perform work in accordance with applicable policies, procedures, and laws or regulations.
What We Look For
- Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences
- Integrity: Behaves in an honest, fair, and ethical manner
- Leadership: Is able and desires to lead and inspire others; motivates, empowers, develops, and directs people as they work
- Guest Experience: Actively creates an inclusive, high-caliber experience and connection for every guest through team members
- Team Building: Creates and develops teams that maximize accomplishments; encourages unique contributions and different perspectives
- Decision Making/Problem Solving: Uses logic and reasoning to evaluate alternatives and make effective, timely decisions
- Strategic Thinking: Sets strategies that are aligned to vision and values of the company to achieve goals/vision/further the mission; considers the ‘big picture’ implications of decisions
- Interactive Communication: Conveys information effectively and understands information shared while interacting with others
Job Requirements
Eligibility
- Must be legally authorized to work in the country in which the store is located
- Must have the ability to travel to assigned store with reliable transportation methods
Schedule/Availability
- Work occurs on a variable schedule which could include early mornings, mornings, afternoons, evenings, late nights or overnights as well as weekends and holidays
Experience
- 1 year people management experience
- 1 year leadership experience, including experience managing business operations and administration and managing projects or processes
Compensation & Benefits Package
Base Pay Range: $24.07- $32.57/hour, subject to minimum wage in the location
Target Bonus: 25%
Total Target Base Pay Range: $30.09- $40.71/hour
At lululemon, investing in our people is a top priority. We believe that when life works, work works. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:
- Extended health and dental benefits, and mental health plans
- Paid time off
- Savings and retirement plan matching
- Generous employee discount
- Fitness & yoga classes
- Parenthood top-up
- Extensive catalog of development course offerings
- People networks, mentorship programs, and leadership series (to name a few)
Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.
What specific interactions with the lululemon staff enhanced your overall shopping experience and made you feel welcomed?
**Interview with a Guest at lululemon**
**Interviewer:** Hi there! Thanks for taking the time to chat with us. Can you introduce yourself and share a little about your experience at lululemon today?
**Guest:** Absolutely! My name is Sarah, and I’m a fitness enthusiast who loves yoga and running. I visited the lululemon store today to check out their new activewear line.
**Interviewer:** That’s great to hear, Sarah! What stood out to you about your experience in the store?
**Guest:** The staff were incredibly welcoming and knowledgeable. I felt a genuine connection with the team members, and they provided great insight into the technical aspects of the products. They helped me select gear that would be perfect for my yoga practice.
**Interviewer:** It sounds like they really took the time to enhance your shopping experience. Did you encounter any issues during your visit?
**Guest:** There was a small issue with the size I wanted not being available, but the team quickly resolved it for me. They offered to check other locations and even suggested similar items that might work just as well. I really appreciated their proactive approach.
**Interviewer:** It’s fantastic to hear that they went above and beyond. How do you feel about lululemon’s commitment to inclusivity and diversity in their environment?
**Guest:** I think it’s wonderful! Being in an inclusive space makes a huge difference. I saw a variety of team members and a range of products catering to different body types and preferences. It felt like a community where everyone is welcome.
**Interviewer:** With all this in mind, how likely are you to return to lululemon for future purchases?
**Guest:** Very likely! The combination of quality products, a supportive atmosphere, and exceptional service makes me a loyal customer. I can’t wait to come back for more.
**Interviewer:** Thank you so much for sharing your experience, Sarah! Your feedback really highlights the core values of lululemon in providing a positive guest experience.
**Guest:** My pleasure! I’m glad I could share my thoughts.
