Assistant Manager, Guest Experience | Wellington

Lululemon Athletica; Wellington; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive base pay

Team-based bonus

Paid time off

Employee discounts

Fitness/yoga classes

Parenthood top up program

Personal and professional development

Job summary

lululemon Athletica is seeking an Assistant Manager, Guest Experience to lead from the floor, build, manage, and develop a diverse team, and ensure guests receive a best-in-class experience aligned with our brand values.

Reporting to the Store Manager, you will drive hiring and onboarding, coach performance, monitor operations, resolve guest issues, and foster belonging while prioritising inclusion, integrity, leadership, and exceptional guest connection.

Qualifications

• Must be legally authorized to work in New Zealand.
• 1 year retail or sales-specific management experience.
• 1 year leadership experience, including operations and administration.

Responsibilities

• Create and foster a respectful and inclusive team environment.
• Lead from and move dynamically on the floor to meet needs.
• Engage with team members to align work with store success.
• Implement Store Manager’s People vision and cascade it.
• Manage the store’s hiring, recruitment, onboarding.
• Provide training and coaching to team members.
• Lead performance management and feedback.
• Lead an exceptional guest experience on the floor.
• Address guest feedback and issues to make it right.
• Monitor performance metrics and close gaps.
• Manage inventory levels and deliveries per merchandising strategy.
• Oversee accurate receiving and processing of stock.

Skills

People management

Leadership

Guest experience

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.

Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. 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 [e-mail] . In your email, please include the position title, the location of the position and the nature of your request.