Assistant Manager, Guest Experience | Orlando Premium Outlet

lululemon; Orlando (FL); On-site; USD 52,000 - 64,000; Full time

Job summary

lululemon in Orlando Premium Outlet is seeking an Assistant Manager, Guest Experience to lead from the floor, develop team members, and uphold lululemon’s values in every guest interaction. You will foster an inclusive, high-performing store culture, support hiring and coaching, provide direct feedback, and ensure outstanding guest experience aligned with company directives.

This role requires collaborative leadership, the ability to resolve guest concerns on the floor, and a commitment to

Qualifications

• Leads with inclusive, respectful team culture.
• Provides direct feedback and coaching to team members.
• Manages hiring and builds a diverse, high-performing team.

Responsibilities

• Lead the guest experience on the sales floor and ensure quality service.
• Provide floor leadership for coverage and operations.
• Resolve guest feedback and escalations on the spot.

Skills

Leadership

People management

Coaching & mentoring

Customer service

Retail operations

Job description

Assistant Manager, Guest Experience | Orlando Premium Outlet

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 Assistant Manager, Guest Experience role is an essential part of the store leadership team, ensuring our team members and guests (i.e., customers) receive a quality experience in our stores every day. Assistant Managers, Guest Experience are responsible for leading from the floor to build, manage, and develop team members. Assistant Managers, Guest Experience 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

Leadership and People Management

• 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.
• Engage team members by helping them understand how their work supports the success of the store and of lululemon overall.
• Implement the Store Manager’s People vision for the store and cascade to team members.
• Support Store Manager in hiring and building a strong and diverse team that includes team members with various experiences, backgrounds, and skillsets to drive key results and performance.
• Support ongoing learning and development of team members consistently and equitably by providing direct feedback, coaching, mentoring, and continuous development check-ins.
• Lead performance management activities, including direct feedback and continuous check-ins, facilitating team acknowledgement and rewards, managing performance documentation, and addressing performance concerns.
• Address employee concerns or issues, including knowing when to partner with internal support to take appropriate action.

Guest Experience and Community

• Lead an exceptional guest (customer) experience on the floor through assessing the level of guest connection and technical product education and supporting team members to address gaps through feedback and coaching.
• Provide retail floor leadership to team members, including making in-the-moment decisions to maintain efficiency and effectiveness of retail floor coverage and operations.
• Resolve guest feedback and address emergent issues, including guest escalations and urgent requests, helping to \