Guest Experience Manager | Montreal, Ste Catherine

Who we are lululemon is an innovative apparel company for yoga, running, training and other fitness activities. By setting high standards for technical fabrics and functional design, we create products and experiences that help people move, grow, connect and feel good. Our success is due to our innovative products, the importance we place on our stores, our commitment to our employees and the incredible connections we build in every community where we are. As a company, we strive to create positive change to build a healthy and prosperous future. This includes creating a fair, inclusive and growth-oriented environment for our employees.

The Guest Experience Manager must ensure that all guests (i.e. customers) have a quality experience in-store. To do this, he or she supervises or provides technical product education that highlights the value of our products and brand to meet the unique needs of all guests. The Guest Experience Manager is part of the store management team and is responsible for driving store floor performance through guest experience and achieving the team's daily sales or unit targets. The Guest Experience Manager provides insights into team performance evaluations, recommendations regarding store hiring decisions and acts as a shift supervisor when leading the floor.

Key responsibilities related to the position

• Brings the lululemon guest experience to life by leading floor activities to create an exceptional and inclusive guest experience.
• Continuously evaluates the quality of the guest relationship and technical product education to ensure that all guests receive technical product education and assists as needed (e.g. when other team members are unavailable).
• Moves dynamically and leads the floor as a shift supervisor to assess the needs of the business, team and guests, and respond to them.
• Performs pre-shift activities to ensure the store is ready to welcome guests and maintains operational excellence throughout the shift.
• Opens and closes the store according to opening and closing procedures.
• Evaluates and interprets daily sales and business metrics to track progress towards sales goals and motivate the team to improve business results.
• Participates in the store hiring process, including recruitment, selection, hiring recommendations, onboarding and integration, and training.
• Manages team performance and supports their continuous learning and development by providing direct feedback, immediate recognition, professional coaching, demonstrations and timely hands-on experiences.
• Fosters a respectful and inclusive team environment by establishing supportive working relationships and interacting with team members to create a fun and productive environment.
• Job requirements
• Eligibility
• Must be legally authorized to work in the country where the store is located.
• Must have the ability to travel to the assigned store using reliable means of transportation.
• Schedule and availability
• Work hours may vary depending on the store's needs.
• Shifts typically occur in the mornings, afternoons, evenings, weekends and holidays.
• Additionally, during busy periods, special events or other circumstances, some team members' schedules may include early mornings or late evenings/overnight shifts.
• Experience
• One year of retail sales or customer service experience (e.g. customer problem resolution and difficult conversations).
• Experience in management, professional coaching or delegation to others.

Desired qualifications (i.e. desirable, but not mandatory).

• Education: High school diploma, general studies, or equivalent or higher education.
• Experience: One year of leadership experience in retail or sales (supervision or management of staff not required; e.g. project or task delegation, professional coaching or peer support).
• Food or beverage experience stores only: Food safety or liquor service certification.
• Our needs
• Inclusion and diversity: Creates/supports an inclusive environment that values/celebrates differences.
• Integrity: Behaves honestly, fairly and ethically.
• Guest experience: Actively creates an inclusive and high-quality experience and connection for all guests through team members.
• Leadership: Has the ability and desire to lead and inspire others; motivates, empowers, develops and directs people in their work.
• Collaboration and teamwork: Works productively with others and supports them to achieve common goals; seeks to create connections, partnerships and diverse perspectives.
• Decision-making/problem-solving: Uses logic and reasoning to evaluate alternative solutions and make timely, sound decisions.
• Adaptability/agility: Knows how to manage uncertainty and ambiguity and can change priorities in a rapidly changing environment; quickly recovers from failures.
• Interactive communication: Effectively communicates information and understands shared information while interacting with others.
• Professional context (e.g. environment, interactions, physical)
• The incumbent must move around a store with bright lights and loud music.
• The incumbent's work is done in a team, but also independently and sometimes with a computer or other technical devices.
• The incumbent may have to move boxes weighing up to 13.6 kg (30 lb).
• Food or beverage experience stores only: The incumbent may have to use industrial kitchen utensils and be exposed to heat sources to prepare food and beverages.
• Compensation and benefits
• Base salary range: $22.75 to $26.17/hour, subject to local minimum wage
• Target bonus: $2.00/hour
• Total base salary range: $24.75 to $28.17/hour

lululemon's compensation offers are based on a performance-based pay philosophy that rewards exceptional individual and team performance. The base compensation is based on market location and may vary based on knowledge, skills, experience and internal equity related to the position. As part of our offer, permanent employees in this position may be eligible for our competitive annual bonus program, depending on the program's eligibility requirements.

At lululemon, our priority is to invest in our employees. We believe that when life goes well, work goes well. We strive to become the company that attracts inclusive leaders by offering them the opportunity to grow and promote the well-being of all. To express our appreciation to our teams for their performance and commitment, our total bonus offers also include elements of professional development, well-being and personal growth support:

• Extended medical, dental and mental health benefits;
• Paid time off;
• Company contributions to savings and retirement plans;
• Generous employee discounts;
• Fitness and yoga classes;
• Outstanding parental leave program;
• Rich catalog of development courses;
• Peer networks, mentoring programs and leadership series (among others).

This job posting concerns an existing vacant position. When a new temporary store opens, the initial positions are considered new vacant positions.