Guest Experience Lead | Sagemore

lululemon; Marlton (NJ); On-site; USD 60,000 - 80,000; Full time

Job summary

An innovative performance apparel company is seeking a Guest Experience Lead to enhance the in-store experience. This role involves leading a team to ensure exceptional service, providing technical product education, and driving store performance through guest engagement. You will be part of a dynamic leadership team, responsible for maintaining operational excellence and fostering an inclusive environment. If you have a passion for customer service and a knack for leadership, this opportunity is perfect for you to make a meaningful impact in a vibrant retail setting.

Benefits

Health/Dental Insurance

Paid Time Off

Retirement Plans

Employee Discounts

Fitness Classes

Parental Support

Development Courses

Qualifications

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

Responsibilities

• Lead from the floor to ensure an exceptional guest experience.
• Participate in hiring, onboarding, and training processes.
• Foster a respectful and inclusive team environment.

Skills

Customer Service

Leadership

Communication

Problem-Solving

Team Collaboration

Education

High School Diploma or Equivalent

Job description

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Who We Are

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.

Requirements & Job Summary

The Guest Experience Lead is responsible for ensuring all guests (i.e., customers) receive a quality in-store experience. They oversee or provide technical product education to articulate the value of our product and brand, meeting the unique needs of each guest. As part of the store leadership team, they drive store performance through guest experience and team achievement of sales or unit targets. They also participate in performance evaluations, hiring recommendations, and act as Supervisor on Duty (SOD).

Core Responsibilities

1. Lead from the floor to establish an exceptional and inclusive guest experience, utilizing the lululemon guest experience framework.
2. Assess and ensure high levels of guest connection and technical product education, assisting guests as needed.
3. Operate dynamically as Supervisor on Duty to meet business, team, and guest needs.
4. Prepare the store for guests and maintain operational excellence during shifts.
5. Open and close the store according to procedures.
6. Review business data and metrics to track sales goals and motivate the team.
7. Participate in hiring, onboarding, and training processes.
8. Support team members' performance and development through feedback, coaching, and recognition.
9. Foster a respectful and inclusive team environment, engaging with team members to create a fun and productive atmosphere.

Job Requirements

Eligibility

• Legally authorized to work in the store's country.
• Reliable transportation to the store.

Schedule/Availability

• Flexible shifts based on store needs, including mornings, afternoons, evenings, weekends, and holidays.
• Potential for early mornings or late nights during peak times or special events.

Experience & Assets

• At least 1 year of retail or customer service experience.
• Experience in leading, mentoring, or delegating.
• High school diploma or equivalent preferred.
• Experience in retail/sales leadership is a plus.
• Food safety or liquor certification is a bonus for experiential stores with food/beverage.

What We Look For

• Inclusive and diverse environment creation/support.
• Honesty, fairness, and ethics.
• Ability to create high-quality, inclusive guest experiences.
• Leadership and motivational skills.
• Supportive teamwork and collaboration.
• Effective decision-making and problem-solving.
• Adaptability in a fast-paced environment.
• Strong communication skills.

Work Environment & Benefits

• Moving through a store with bright lights and loud music.
• Work involves team collaboration, independent tasks, and technical device use.
• Occasional lifting of up to 30 lbs.
• For food/beverage stores: use of kitchen equipment and heat exposure.

Compensation & Benefits

Base pay: $22.50 - $25.89/hour, plus target bonus of $2.00/hour, totaling $24.50 - $27.89/hour. Includes benefits such as health/dental, paid time off, retirement plans, employee discounts, fitness classes, parental support, development courses, and more, subject to eligibility and company policies.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Retail