Guest Experience Lead | Westfarms

lululemon; Farmington (CT); On-site; USD 60,000 - 80,000; Full time

Job summary

An innovative performance apparel company seeks a Guest Experience Lead to enhance in-store experiences. This role is pivotal in driving store performance through exceptional guest interactions and team collaboration. The ideal candidate will have a strong background in retail, showcasing leadership and communication skills while fostering an inclusive environment. Join a team that values personal growth and community connections, and be part of a mission to create positive change while delivering top-notch service to every guest.

Benefits

Health Benefits

Paid Time Off

Retirement Plans

Employee Discounts

Fitness Classes

Development Programs

Qualifications

• 1 year of retail or customer experience with guest resolution.
• Experience in leadership or mentoring peers is preferred.

Responsibilities

• Ensure exceptional guest experience and oversee store performance.
• Lead from the floor and support team member development.

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 (customers) receive a quality in-store experience by overseeing or providing technical product education that articulates the value of our product and brand to meet the unique needs of each guest. They are part of the store leadership team, responsible for driving store performance through guest experience and team achievement of sales targets. Guest Experience Leads contribute to team member performance evaluations, hiring recommendations, and act as Supervisor on Duty (SOD) when leading the floor.

Core Responsibilities

1. Bring the lululemon guest experience framework to life, leading from the floor to establish an exceptional and inclusive guest experience.
2. Assess and ensure high levels of guest connection and technical product education, assisting guests when needed.
3. Lead from the floor as Supervisor on Duty to fulfill the needs of the business, team, and guests.
4. Prepare for store readiness and maintain operational excellence throughout shifts.
5. Open and close the store following procedures.
6. Review business data to track sales progress and motivate the team.
7. Participate in hiring processes, onboarding, and training.
8. Support team members’ performance and development through feedback and coaching.
9. Foster a respectful, inclusive, and engaging team environment.

Job Requirements

• Legally authorized to work in the store’s country.
• Reliable transportation to the store.
• Schedule varies; includes mornings, afternoons, evenings, weekends, holidays, and possibly early mornings or late nights during peak times.
• 1 year retail or customer experience, including guest resolution and handling difficult conversations.
• Some leadership, mentoring, or delegation experience.

Preferred Assets

• High school diploma or equivalent.
• Experience in retail/sales leadership or mentoring peers.
• Food safety or liquor certification for experiential stores with food/beverage.

What We Look For

• Inclusive and diversity-oriented mindset.
• Honesty, fairness, and ethics.
• Ability to create high-caliber guest experiences.
• Leadership desire and ability to inspire others.
• Supportive teamwork and collaboration skills.
• Logical decision-making and problem-solving skills.
• Adaptability in a fast-paced environment.
• Effective communication skills.

Work Environment

• Moving through a store with bright lights and loud music.
• Teamwork and independent work, including technical device use.
• Occasional lifting up to 30 lbs.
• For food/beverage stores, use of kitchen equipment and heat exposure.

Compensation & Benefits

Base Pay Range: $22.50 - $25.89/hour (subject to location minimum wage)

Target Bonus: $2.00/hour

Total Range: $24.50 - $27.89/hour

Our total rewards include health benefits, paid time off, retirement plans, employee discounts, fitness classes, development programs, and more. Eligibility varies, and benefits may change at the company's discretion.

Additional Details

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