Guest Experience Lead | The Mount

Lululemon Athletica; Auckland; Hybrid; NZD 52,000 - 70,000; 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 Athletica in Auckland is seeking a Guest Experience Lead to ensure every guest enjoys a quality in-store experience by delivering technical product education and connecting customers with our brand. The role sits on the store leadership team and focuses on driving performance on the floor through an inclusive guest experience and achievement of daily sales targets.

As part of the leadership team, you will participate in hiring decisions, mentor team members, and help create a

Qualifications

• At least 1 year of retail or customer experience.
• Experience in leading, mentoring, or delegating with others.

Responsibilities

• Lead from the floor to deliver an exceptional and inclusive guest experience.
• Provide technical product education to guests and assist when needed.
• Drive store performance and sales target achievement.
• Participate in hiring, onboarding and training of team members.
• Give direct feedback and support team development.

Skills

Retail experience

Leadership

Customer service

Team mentoring

Education

High school diploma or equivalent

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)

• 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.

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 an exceptional and inclusive 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 lead the floor.

Core Responsibilities of the Job

• 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 single guest receives technical product education and assisting the guests when needed (e.g., when other team members are unavailable).
• Move dynamically and lead from the floor, assessing and fulfilling the needs of the business, team, and guests.
• Conduct preparation activities to ensure in-store readiness for guests and ensure the operational excellence of the store is maintained throughout shifts.
• Open and close the store in accordance with the opening and closing procedures.
• Review and interpret daily business data and metrics to track progress toward sales goals and motivate team to drive business results.
• 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 by providing direct feedback and 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, creating a fun and productive environment.

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

• The work schedule 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 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

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

• Education: High school diploma 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)

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 and connection for every guest through team members
• Leadership: Is able and desires to lead and inspire others; motivates, empowers, develops, and directs people as they work
• Collaboration and Teamwork: Works productively with and supports others to achieve common goals; seeks connections, partnerships, and diverse perspectives
• Decision Making/Problem Solving: Uses logic and reasoning to evaluate alternatives and make effective, timely decision
• Adaptability/Agility: Navigates uncertainty and ambiguity and can change priorities in a fast-paced environment; recovers quickly from setbacks
• Interactive Communication:Conveys information effectively and understands information shared while interacting with others

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

• Work involves moving through the store, sometimes with bright lights and loud music
• Work is accomplished as part of a team, sometimes independently, and sometimes using a computer or other technical devices
• Work involves moving boxes, fixtures and mannequins weighing up to 30 lbs (13.6 kg) or using ladders to reach materials
  

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 needs a reasonable adjustment to perform the essential duties of the job is encouraged to discuss this with the Manager or People and Culture team member when arranging the interview so we can ensure an equitable, barrier-free application process.

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.