Guest Experience Lead | Bower Place

lululemon; Red Deer; On-site; CAD 60,000 - 80,000; Full time

Job summary

A performance apparel company in Alberta is seeking a Guest Experience Lead to ensure exceptional in-store guest experiences. This role involves leading from the floor, providing product education, and supporting team performance to meet sales targets. The ideal candidate has retail experience and a passion for customer service. Competitive compensation and benefits are offered.

Benefits

Employee discounts

Fitness and yoga classes

Paid time off

Qualifications

• 1 year retail or customer experience required.
• Some leading and mentoring experience preferred.

Responsibilities

• Lead the guest experience framework.
• Oversee product education for guests.
• Review daily business data and track progress.

Skills

Guest connection

Product education

Leadership

Education

High school diploma or equivalent

Job description

Who We Are

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.

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

• 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 guest receives technical product education and assisting 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 maintain operational excellence throughout the shift.
• Open and close the store in accordance with opening and closing procedures.
• Review and interpret daily business data and metrics to track progress toward sales goals and motivate the team to drive results.
• Participate in the store’s hiring process, including recruitment, selection and hiring recommendations, onboarding, and training.
• Address team member performance and support ongoing learning and development with direct feedback, 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 to create a fun and productive environment.

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

Schedule / Availability

• Work schedule can vary based on store needs
• Shifts typically include mornings, afternoons, evenings, weekends, and holidays
• During peak times or events, schedules may include early mornings or late nights 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

• Education: High school diploma/GED/equivalent, or higher
• Experience: 1 year of retail/sales leadership experience (supervisor or people management not necessary; examples: leading delegated tasks, mentoring or assisting peers)
• For experiential stores with food/beverage service only: Food safety and/or liquor service certification

What We Look For

• Inclusion & Diversity: Creates/supports an inclusive environment that values 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: Able and willing to lead and inspire others; motivates, empowers, develops, and directs people
• Collaboration and Teamwork: Works productively with others to achieve common goals; seeks connections and diverse perspectives
• Decision Making / Problem Solving: Uses logic and reasoning to evaluate alternatives and make effective, timely decisions
• Adaptability / Agility: Navigates uncertainty and ambiguity and can change priorities in a fast-paced environment
• Interactive Communication: Conveys information effectively during interactions

Work Context

• Work involves moving through the store with bright lights and loud music
• Team-based and may involve computer or other technical devices
• May involve moving boxes up to 30 lbs (13.6 kg)
• For experiential stores with food/beverage service: may involve using industrial kitchen equipment and exposure to heat

Compensation & Benefits

Base Pay Range: $22.75 - $26.17/hour, subject to minimum wage in the location

Target Bonus: $2.00/hour

Total Target Base Pay Range: $24.75 - $28.17/hour

Lululemon offers a pay-for-performance compensation structure with potential eligibility for bonuses and equity offerings, depending on program requirements.

Benefits may include extended health and dental, mental health support, paid time off, retirement plan matching, employee discounts, fitness and yoga classes, parental support, development courses, and mentorship programs, subject to eligibility.

Note: The incentive programs, benefits, and perks have eligibility requirements. The Company reserves the right to alter these programs at any time without notice.

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