Assistant Manager of Guest Experience | Montreal, Ste Catherine

Who we are lululemon is an innovative company of performance apparel for yoga, running, training, and other sports activities. By establishing high standards in technical fabrics and functional design, we create products and experiences that help people move, grow, connect, and feel well. Our success is attributed 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 we are in. 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 Assistant Manager of Guest Experience plays a pivotal role in the store management team: they ensure that our team members and guests (customers) live a quality experience in our stores every day. Exercising leadership in-store, the Assistant Manager of Guest Experience ensures the integration, management, and development of team members. The Assistant Manager of Guest Experience creates a team environment and culture where staff feel a deep sense of belonging and benefit from opportunities for fulfillment. Thus, they ensure that their team offers an exceptional guest experience that respects the company's values and guidelines.

Key responsibilities related to the position

Leadership and staff management

• Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a favorable, productive, and enjoyable experience for all team members.
• Encourage team members by helping them understand that their work contributes to the store's success and lululemon's overall success.
• Concretize the store manager's vision regarding the store and cascade it to team members.
• Assist the store manager in hiring and building a strong and diverse team that includes members with diverse experiences, backgrounds, and skills to achieve targets and performance.
• Promote continuous learning and development of all store team members in a consistent and fair manner by providing direct feedback, professional coaching, mentoring, and continuous development checks.
• Lead performance management activities, including providing direct feedback and continuous performance checks, promoting recognition and rewards for team members, managing performance documentation, and addressing performance concerns.
• Resolve employee issues or concerns, including determining when to involve the internal support team to take appropriate action.
• Guest experience and communication
• Ensure an exceptional guest experience in-store by assessing the guest's connection and product education and providing support to team members to fill gaps by offering feedback and professional coaching.
• Provide in-store coaching to team members, including making immediate decisions to maintain the efficiency and effectiveness of floor operations for retail sales.
• Respond to guest feedback and address emerging issues, including guest escalation procedures and urgent requests, to help them achieve satisfaction.
• Activities, products, and strategies
• Collaborate with other managers to study data and business metrics (e.g., financial statements) to provide information on planning processes (e.g., quarterly store business review, sales planning, and hiring strategy).
• Maintain strategic product presentation by ensuring that product retrieval, restocking (e.g., pants wall, size availability), de-stocking, or minor visual merchandising changes are completed.
• Open and close the store according to opening and closing procedures.
• Understand staff safety policies and procedures and adhere to them to maintain a safe work environment.
• Perform work according to applicable policies, procedures, and laws or regulations.
• Budget responsibility
• Assume responsibility for delegated controllable budget and labor hours.
• Staff management
• Assume the role of directly responsible leadership for a subgroup of store employees as delegated by the store manager.
• Our needs
• Inclusion and diversity: Creates/supports an inclusive environment that values/celebrates differences.
• Integrity: Behaves honestly, fairly, and ethically.
• Leadership: Has the ability and desire to lead and inspire others; motivates, empowers, develops, and directs people in their work.
• Guest experience: Actively creates an inclusive and high-quality experience and connection for each guest, relying on team members.
• Team building: Creates and develops teams that maximize achievements; encourages unique contributions and different perspectives.
• Decision-making/problem-solving: Uses logic and reasoning to evaluate alternative solutions and make timely, sound decisions.
• Strategic thinking: Establishes strategies that align with the company's vision and values to achieve goals/vision and/or support the mission; evaluates the implications of decisions with an overview.
• Change management leadership: Leads others through the change process and the uncertainty associated with it.
• Interactive communication: Transmits information effectively and understands shared information while interacting with others.
• Job requirements
• Eligibility
• Must be legally authorized to work in the country where the store is located.
• Must have the ability to commute to the assigned store using reliable transportation.
• Schedule and availability
• Willing to work a variable schedule that may include early morning, morning, afternoon, evening, night, or all-night shifts, as well as weekends and holidays.

Experience

• 1 year of experience in staff management.
• 1 year of experience in leadership, including experience in managing business activities and administration and project or process management.
• Desired qualifications (i.e., desirable, but not mandatory)
• Education: High school diploma, general studies, or equivalent.
• Education: Bachelor's degree or equivalent.
• Experience: 1 year of experience in the retail sales or sales management field.
• Experience: 1 year of experience in recruiting, hiring, or training employees.
• Professional context (e.g., environment, interactions, physical)
• The incumbent works in an environment with bright lights and loud music.
• The incumbent works in a team and also independently.
• The incumbent may have to manage conflicts or mediate issues between people or de-escalate problems with guests.
• The incumbent works on initiatives to meet new people and strengthen existing partnerships with communities.
• The incumbent sometimes works on a computer or other technical devices, including virtual meetings with other people.
• The incumbent moves around the store for most of their shift to help guests and complete tasks. However, they may also have to sit for long periods of time (i.e., more than one hour).
• The incumbent may have to move boxes weighing up to 13.6 kg (30 lb).
• Compensation and benefits

Base salary range: $25.77 to $34.87/hour, subject to the minimum wage of the location.

Target bonus: 25%

Total base salary range: $32.21 to $43.59/hour.