Guest Experience Lead | Chicago

Location:

United States of America

State/Province/City:
Illinois

City:
Chicago

Business Unit:
Store

Time Type:
Full-time

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Description & Requirements

About this Posting:

This is an expression of interest/evergreen posting for the Guest Experience Lead role. By applying to this position, you are indicating to our Talent Acquisition and hiring team that you have career interest in the Guest Experience Lead role and request to be considered if an opening arises in the Chicago area.

Please note this is not a formal application for a specific Guest Experience Lead role. The Talent Acquisition or direct hiring team will contact qualified applications when future roles open and where an applicants skills and experience match the role criteria.

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.

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 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 act as Supervisor on Duty (SOD) when leading 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 as the Supervisor on Duty to assess and fulfill 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 shift.

* 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

Eligibility

* 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 time frames, 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/GED/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)

* For Experiential stores with food/beverage service only:
Food safety and/or liquor service certification

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…