Guest Experience Lead | Outlet Collection | Permanent

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

Job summary

A leading retail company is in search of a Guest Experience Lead in Winnipeg to enhance the in-store experience for guests. This full-time role involves leveraging retail and leadership skills to ensure high-quality customer service and overseeing store performance. The ideal candidate will have retail experience and the ability to mentor team members. Competitive pay and a bonus structure are offered.

Benefits

Target bonus of $2.00/hour

Pay-for-performance philosophy

Eligibility for bonus programs

Qualifications

• Must have 1 year retail or customer experience.
• Some experience in leading, mentoring, or delegating.

Responsibilities

• Ensure an exceptional and inclusive guest experience.
• Lead from the floor as the Supervisor on Duty.
• Participate in the store's hiring process and provide input on performance.

Skills

Retail experience

Leadership

Customer service

Communication

Problem solving

Education

High school diploma / GED / equivalent

Job description

Overview

The Guest Experience Lead is responsible for ensuring all guests receive a quality in-store experience. They oversee or provide 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. The Guest Experience Lead provides input to team member performance evaluations, recommendations into store hiring decisions, and acts 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 assistance when needed.
• 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 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.
• 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 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 methods

Schedule / Availability

• The work schedule can vary based on store needs
• Shifts are typically scheduled: mornings, afternoons, evenings, weekends, and holidays
• During peak periods or events, 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

Assets (Nice to Have)

• Education: High school diploma / GED / 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)
• 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 / celebrates differences
• Integrity: Behaves in an honest, fair, and ethical manner
• Guest Experience: Actively creates an inclusive, high-caliber experience for every guest through the team
• Leadership: Leads, inspires, motivates, and develops others
• Collaboration & Teamwork: Works productively with others to achieve goals
• Decision Making / Problem Solving: Uses logic to evaluate options and make timely decisions
• Adaptability / Agility: Navigates uncertainty and can change priorities in a fast-paced environment
• Interactive Communication: Communicates effectively with others

Work Context

• Work involves moving through the store with bright lights and loud music
• Work 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: $21.75 - $25.02 / hour, subject to minimum wage in the location
• Target Bonus: $2.00 / hour
• Total Target Base Pay Range: $23.75 - $27.02 / hour
• lululemon’s compensation offerings are grounded in a pay-for-performance philosophy. Base pay varies by location and may reflect knowledge, skills, experience, and internal equity. Eligible for bonus programs and equity offerings where applicable.
• Note: Incentive programs, benefits, and perks have eligibility requirements. The Company reserves the right to modify these programs at any time without notice.

Bien cordialement (Français)

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Retail

Referral notes: Referrals may improve interviewing chances.

J-18808-Ljbffr