Assistant Manager, Guest Experience

lululemon; Queenstown; On-site; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Paid time off

Employee discounts

Fitness/yoga classes

Parenthood top up

Personal and professional development

Job summary

lululemon in Queenstown, NZ, is seeking an Assistant Manager, Guest Experience to lead from the floor, develop and manage team members, and ensure guests receive a premium experience in line with our values. Reporting to the Store Manager, you will hire, train, coach, and evaluate staff, drive store performance, and uphold product knowledge, visual standards, and daily operations.

A minimum of 1 year in people management and a high school diploma are preferred; this full-time role requires

Qualifications

• 1 year people management experience.
• 1 year leadership experience, including managing business operations and administration and managing projects or processes.
• Education: High school diploma, equivalent, or above
• Experience: 1 year retail or sales specific management experience
• Experience: 1 year recruiting, hiring, or training employees

Responsibilities

• Lead from the floor to assess and fulfill the needs of the business, team, and guests.
• Create and foster an inclusive team environment.
• Engage directly with team members to ensure understanding of how their work supports store success.
• Implement the Store Manager’s People vision and cascade it to the team.
• Manage the store’s hiring process, including recruitment, selection, and onboarding.
• Provide training and coaching to team members, identifying development needs.
• Lead performance management activities and address performance concerns.
• Oversee guest experience on the floor and ensure day-to-day store operations.
• Address guest feedback and escalations to make it right for guests.
• Monitor performance metrics against goals and close gaps.
• Manage sell-through, inventory levels, transfers, and deliveries in line with merchandising.

Skills

People management

Leadership

Guest experience

Team building

Decision making

Strategic thinking

Interactive communication

Education

High 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.

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, a 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 Assistant Manager, Guest Experience role is an essential part of the store leadership team, ensuring guests (i.e., customers) receive a quality experience in our stores every day. Reporting to the Store Manager, the Assistant Manager, Guest Experience is responsible for leading from the floor, and for building, managing, and developing team members. They create an environment and a team culture where people feel a deep sense of belonging and have the opportunity to grow. As a result, they ensure their team delivers outstanding guest experience in line with company values and directives.

Core Responsibilities of the Job

1. Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members.

2. Lead from and move dynamically on the floor to assess and fulfill the needs of the business, team, and guests.

3. Engage directly with team members by helping them understand how their work supports the success of the store and of lululemon overall.

4. Implement the Store Manager’s People vision for the store and cascade it to team members using your independent judgment.

5. Manage the store’s hiring process, including recruitment, selection, and onboarding, to build a strong and diverse team to drive key results and performance.

6. Provide training and coaching to team members, closing any gaps by identifying development areas and sourcing training solutions, including leveraging existing programs and initiatives.

7. Lead performance management activities, including direct feedback and continuous check-ins, facilitating team acknowledgement and rewards, managing performance documentation, and addressing performance concerns, including offboarding when necessary.

8.Lead an exceptional guest experience on the floor, assessing the level of guest connection and technical product education and collaborating with team members to maintain day-to-day store operations.

9.Address guest feedback and issues, including guest escalations and urgent requests, helping to "make it right"

for guests.

10. Monitor and compare performance and other relevant metrics against goals to assess and close gaps in guest experience.

11. Manage sell-through by monitoring product levels, ensuring accuracy of inventory counts, managing shrinkage, and organizing product deliveries in line with visual merchandising strategy.

12. Actively monitor product levels and organize accurate, efficient inventory receiving and processing to sustain operational excellence.

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

Schedule/Availability

• Full-time position, 38 hours per week
• The work schedule is based on a roster and 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 require early mornings or late nights/overnights for some team members

Experience

• 1 year people management experience
• 1 year leadership experience, including experience managing business operations and administration and managing projects or processes

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

• Education: High school diploma, equivalent, or above
• Experience:
  • 1 year retail or sales specific management experience
  • 1 year recruiting, hiring, or training employees

What We Look For

• Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences
• Integrity: Behaves in an honest, fair, and ethical manner
• Leadership: Is able and desires to lead and inspire others; motivates, empowers, develops, and directs people as they work
• Guest Experience: Actively creates an inclusive, high-caliber experience and connection for every guest through team members
• Team Building: Creates and develops teams that maximize accomplishments; encourages unique contributions and different perspectives
• Decision Making/Problem Solving: Identifies opportunities for improvement; evaluates alternatives and makes effective, timely decisions
• Strategic Thinking: Considers the lasting implications of decisions; sets a plan and makes decisions aligned with company strategy, vision, and values
• Change Management Leadership: Leads others through change processes and uncertainty
• Interactive Communication: Conveys information effectively and understands information shared while interacting with others

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

• Work involves moving through a store with bright lights and loud music, and sometimes sitting for extended periods
• Work is accomplished as part of a team, sometimes independently, and sometimes using a computer or other technical devices
• Work will involve moving boxes weighing up to 30 lbs (13.6 kg)

Applicants successful in progressing to interview will be contacted by a Manager or a member of the People & Culture team. Please note any applicant or employee who believes they need a reasonable accommodation to perform the essential duties of the job is welcome to discuss this with the Manager or People and Culture team member when arranging the interview.