Guest Experience Lead

lululemon; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive base pay

Team-based bonus

Paid time off

Employee discounts

Fitness/yoga classes

Parenthood top up

Professional development programs

Job summary

lululemon is seeking a Guest Experience Lead in Sydney to elevate in-store service and education. You will lead from the floor, deliver technical product education, and ensure an inclusive guest experience aligned with store goals.

You will influence daily sales performance, participate in hiring and coaching, and nurture a collaborative, high-energy team that delivers outstanding guest connections and measurable results.

Qualifications

• At least 1 year of retail or customer-facing experience.
• Experience leading, mentoring, or delegating to others.
• Willingness to travel to assigned store and work varying shifts.

Responsibilities

• Bring the lululemon guest experience framework to life, leading from the floor to deliver an exceptional, inclusive guest experience.
• Assess guest connections and provide technical product education as needed.
• Lead from the floor, and align team efforts with business needs and guest expectations.
• Ensure store readiness and maintain operational excellence across shifts.
• Open and close the store according to procedures.
• Review daily data and motivate the team to hit sales targets.
• Participate in hiring, onboarding, and training.
• Provide feedback and recognition to team members to support development.
• Foster a respectful, collaborative, fun, and productive team environment.

Skills

Retail experience

Leadership/mentoring

Customer service

Teamwork/collaboration

Communication

Education

High school diploma or equivalent

Job description

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.

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.

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 an exceptional and inclusive 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 lead 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, assessing and fulfilling 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 shifts.
• 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.

Job Requirements

• 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

• 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

• The work schedule can vary based on store needs
• Shifts are typically scheduled: mornings, afternoons, evenings, weekends, and holidays
• In addition, during peak timeframes, special events, or other circumstances, the schedule may include early mornings or late nights/overnights for some team members

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 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)

What We Look For

• Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences
• Integrity: Behaves in an honest, fair, and ethical manner
• Guest Experience: Actively creates an inclusive, high-caliber experience and connection for every guest through team members
• Leadership: Is able and desires to lead and inspire others; motivates, empowers, develops, and directs people as they work
• Collaboration and Teamwork: Works productively with and supports others to achieve common goals; seeks connections, partnerships, and diverse perspectives
• Decision Making/Problem Solving: Uses logic and reasoning to evaluate alternatives and make effective, timely decision
• Adaptability/Agility: Navigates uncertainty and ambiguity and can change priorities in a fast-paced environment; recovers quickly from setbacks
• Interactive Communication:Conveys information effectively and understands information shared while interacting with others

Work Context (e.g., environment, interactions, physical)

• Work involves moving through the store, sometimes with bright lights and loud music
• Work is accomplished as part of a team, sometimes independently, and sometimes using a computer or other technical devices
• Work involves moving boxes, fixtures and mannequins weighing up to 30 lbs (13.6 kg) or using ladders to reach materials