Full-Time Guest Experience Lead

Job Title: Full-Time Guest Experience Lead Company: lululemon Location: Melbourne VIC Work Type: Full-time On-site/Remote: On-site

About lululemon

lululemon is a performance apparel company focused on yoga, running, training, and other athletic activities. We are recognised for our technical fabrics and functional design, creating products and experiences that aid individuals in movement, growth, connection, and well-being. Our success is attributed to our innovative products, store emphasis, commitment to our people, and the strong connections we build within communities. As a company, we aim to drive positive change for a healthier, thriving future, fostering an equitable, inclusive, and growth-oriented environment for our employees.

Beyond the Paycheck (Benefits & Perks)

lululemon invests in the holistic well-being of our employees – body, mind, and spirit. Our total rewards program is structured to support your aspirations and passions. This includes competitive base pay, a team-based bonus program, paid time off, generous employee discounts, fitness and yoga classes, a parenthood top-up program, and personal and professional development opportunities.

*Please note: The availability of these benefits and perks may depend on your location and employment type, and certain eligibility requirements may apply. lululemon reserves the right to modify these benefits and perks in whole or in part at any time without prior notice.*

Job Summary

The Guest Experience Lead is accountable for delivering a high-quality in-store experience for all guests. This involves overseeing and providing technical product education that highlights the value of our products and brand, tailored to the specific needs of each guest. As a member of the store leadership team, the Guest Experience Lead is responsible for contributing to store performance on the floor through an exceptional and inclusive guest experience, and for ensuring the team achieves daily sales or unit targets. Guest Experience Leads provide input for team member performance evaluations, make recommendations for store hiring decisions, and lead the floor operations.

Core Responsibilities

• 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 guest receives technical product education and providing assistance when needed, such as when other team members are unavailable.
• Move dynamically and lead from the floor, assessing and fulfilling the needs of the business, team, and guests.
• Conduct preparation activities to ensure in-store readiness for guests and maintain the operational excellence of the store throughout shifts.
• Open and close the store in accordance with established procedures.
• Review and interpret daily business data and metrics to track progress towards sales goals and motivate the team to drive business results.
• Participate in the store’s hiring process, including recruitment, selection, 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 to create a fun and productive environment.

Job Requirements

Eligibility

• Must be legally authorised to work in the country where the store is located.
• Must have the ability to travel to the assigned store using reliable transportation methods.

Schedule/Availability

• The work schedule may vary based on store needs.
• Shifts are typically scheduled for mornings, afternoons, evenings, weekends, and holidays.
• Additionally, during peak periods, special events, or other circumstances, the schedule may include early mornings or late nights/overnights for some team members.

Experience

• 1 year of retail or customer experience, including guest resolution and navigating difficult conversations.
• Some experience in leading, mentoring, or delegating with others.

Job Assets (Desirable, not required)

• Education: High school diploma equivalent or above.
• Experience: 1 year of retail/sales leadership experience (supervisor or people management experience is not necessary; examples include leading delegated assignments/tasks, mentoring, or assisting peers).

What We Look For

• Inclusion & Diversity: Creates and supports an inclusive environment that values and celebrates differences.
• Integrity: Behaves in an honest, fair, and ethical manner.
• Guest Experience: Actively creates an inclusive, high-calibre experience and connection for every guest through team members.
• Leadership: Is able and desires to lead and inspire others; motivates, empowers, develops, and directs people as they work.
• Collaboration and Teamwork: Works productively with and supports others to achieve common goals; seeks connections and partnerships.