Guest Experience Lead | Mall at Millenia

About the position

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. 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. The role requires a dynamic leader who can assess and fulfill the needs of the business, team, and guests while maintaining operational excellence. The Guest Experience Lead will also participate in the store's hiring process, support team member development, and contribute to a respectful and inclusive team environment. This position is crucial for creating an exceptional and inclusive guest experience, ensuring that every guest receives the technical product education they need, and fostering a fun and productive work environment.

Responsibilities
? Bring the lululemon guest experience framework to life, leading from the floor to establish an exceptional and inclusive guest experience.
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? 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.
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? Move dynamically and lead from the floor as the Supervisor on Duty to assess and fulfill the needs of the business, team, and guests.
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? Conduct preparation activities to ensure in-store readiness for guests and ensure the operational excellence of the store is maintained throughout shift.
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? Open and close the store in accordance with the opening and closing procedures.
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? Review and interpret daily business data and metrics to track progress toward sales goals and motivate team to drive business results.
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? Participate in the store's hiring process, including recruitment, selection and hiring recommendations, onboarding, and training.
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? 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.
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? Contribute to a respectful and inclusive team by establishing supportive working relationships and engaging with team members, creating a fun and productive environment.

Requirements
? Must be legally authorized to work in the country in which the store is located.
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? Must have the ability to travel to assigned store with reliable transportation methods.
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? 1 year retail or customer experience (e.g., guest resolution, navigating difficult conversations).
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? Some experience in leading, mentoring, or delegating with others.

Nice-to-haves
? High school diploma/GED/equivalent, or above.
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? 1 year of retail/sales leadership experience (supervisor or people management not necessary; examples: leading delegated assignments/tasks, mentoring or assisting peers).
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? For Experiential stores with food/beverage service only: Food safety and/or liquor service certification.

Benefits
? Extended health and dental benefits, and mental health plans
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? Paid time off
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? Savings and retirement plan matching
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? Generous employee discount
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? Fitness & yoga classes
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? Parenthood top-up
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? Extensive catalog of development course offerings
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? People networks, mentorship programs, and leadership series (to name a few)

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