Key Leader | Kuala Lumpur, Malaysia (Multiple-locations)

lululemon; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Benefits offered by this job

Paid time off

Generous employee discounts

Fitness/yoga classes

Personal and professional development programs

Job summary

A leading performance apparel company in Kuala Lumpur is seeking a Key Leader. This role is critical for enhancing guest experience and supporting team development. Ideal candidates will have strong customer service skills and the ability to work flexibly, while also providing leadership on the salesfloor. Experience in retail is preferred but not required. The company offers various benefits, focusing on overall well-being.

Qualifications

• Legally eligible to work in the jurisdiction of the store.
• Willing to work a flexible schedule.
• Willing to work independently and as part of a team.
• Willing to work a flexible schedule.

Responsibilities

• Support ongoing learning and development of team members.
• Provide exceptional guest experience.
• Maintain efficiency of salesfloor operations.
• Review store metrics to inform priorities.
• Ensure compliance with safety policies.

Skills

Customer service

Team leadership

Communication

Problem-solving

Communication

Integrity

Diversity & inclusion

Education

High School or Secondary School diploma

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.

Job Summary

The Key Leader role is an essential part of the store leadership team, impacting salesfloor team members and guest (i.e., customer) experience every day. Key Leaders are responsible for leading by example and providing support to Educators, facilitating an outstanding guest experience in the store, and overseeing all operations of the retail floor. Key Leaders leverage key performance indicators and metrics to prioritize responsibilities while adapting to day-to-day business adjustments and challenges.

Core Responsibilities of the Job

Leadership and People Management

• Support ongoing learning and development of team members by providing direct feedback, coaching, mentoring, and career path guidance, and addressing performance concerns.
• Provide team members recognition, gap assessment, and overall performance documentation to support and reinforce career and personal growth.
• Develop, maintain, and disseminate product and general company knowledge through appropriate communication channels.

Guest (i.e., Customer) Experience

• Support team members (e.g., leading by example or coaching) with ensuring a great guest experience that values guests’ time, including assessing guest needs, providing technical product educations, and supporting in-store transactions and omnichannel programs.
• Interact with and assess guests’ unique needs to provide customized, effective purchase and return solutions and support.
• Provide technical product education by articulating the value and benefit of the product.
• Resolve guest feedback and address guest concerns or escalations to make it “right” for guests.
• Dynamically provide coverage on the floor to assess and fulfill the needs of the business, team, and guests.
• Inform guests of local community programs. Plan and execute local, regional, and area driven Community projects and initiatives (e.g., local run club, international day of yoga).

Working with Others

• Contribute to a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive and engaging experience for all team members and guests.
• Establish supportive and productive relationships with all team members.
• Collaborate with team members to ensure optimal guest experience and support store operations.

Operations

• Provide salesfloor leadership to team members, including planning salesfloor coverage and making decisions to maintain efficiency and effectiveness of salesfloor operations.
• Review business data and metrics to evaluate progress toward goals and determine if adjustments are warranted.
• Open and close the store in accordance with the opening and closing checklists.
• Manage product presentation tasks (e.g., put items back in place, restock or add depleted items to the floor from inventory, destock or relocate items) according to company standards.
• Assign Educators cleaning tasks as needed throughout the shift to maintain the luxury environment of the store.
• Ensure team uses in-store technology to support store operations and provide positive guest experiences.
• Understand and adhere to people safety policies and procedures to maintain a safe work environment.
• Perform work in accordance with applicable policies, procedures, and laws or regulations.

People Management

• Team lead role indirectly responsible for subset of store employees on the floor or as delegated by Store Manager

What We Look For

• Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences
• Integrity/Honesty: Behaves in an honest, fair, and ethical manner
• Guest Experience: Enjoys working and connecting with, understanding, and helping guests
• Collaboration and Teamwork: Works productively with and supports others to achieve goals; seeks partnerships and diverse perspectives
• Leadership: Is able and desires to lead, influence, and inspire others; motivates, empowers, develops, and directs people as they work
• Candid Communication: Is willing to openly/constructively share concerns (i.e., straight talk)
• Decision Making:Uses logic and reasoning to evaluate alternatives and make effective, timely decisions

Job Requirements

• Legally eligible to work in the jurisdiction of the store which you are assigned to.

Availability

• Willing to work a flexible schedule.

Other Willingness Requirements

• Willing to work as part of a team and also complete work independently
• Willing to move through a store for most of a shift to help guests and accomplish work

Experience

Job Assets (i.e., nice to have; not required)

• Education: High School or Secondary School diploma, equivalent or above
• Experience: 1 year of retail/sales

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.

Lululemon is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment. While management is primarily responsible for seeing that Lululemon equal employment opportunity policies are implemented, you share in the responsibility for assuring that, by your personal actions, the policies are effective.

lululemon is committed to providing reasonable accommodation to applicants with disabilities. If you would like someone from our team to contact you for individualized support, email us at [e-mail]. In your email, please include the position title, the location of the position and the nature of your request.