Lululemon

Who We Are

The Guest Education Centre (GEC) is our contact centre at lululemon—our digital frontline connection. It serves our North American guests through an omni-channel experience, engaging with guests and supporting their purchasing and resolutions needs.

Job Summary

The GEC Digital Sales Team Lead role is responsible for leading, developing, and supporting a team of Digital Sales Educators in facilitating an outstanding guest experience through all GEC channels.  They leverage key performance indicators and metrics to identify performance trends and drive improvements through coaching and feedback. They prioritize creating sales opportunities through education and guest experience and understand how their team’s performance supports broader departmental and business goals.

Applicants must reside in one of the following time zones: PT, MT, ET, AT, or NT, and will manage a remote team.

Core Responsibilities of the Job

• Ensure team is assessing guests’ needs to provide a personalized, frictionless purchase experience.
• Plan and facilitate 1:1 and group meetings on a regular cadence to coach and manage performance, support guest experience, and build connection with Educators.
• Lead ongoing and in the moment learning and development of Educators consistently and equitably by providing and documenting direct feedback, coaching, mentoring, continuous career and personal development check-ins and performance management activities
• Create and foster a respectful and inclusive team environment by welcoming and celebrating each employee to ensure a supportive, productive, and fun experience for all team members, virtually and in person as required.
• Responsible for ensuring their team adheres to performance, company, conduct, and service level standards.
• Assess and monitor Educator performance through department reporting and consistent shadow sessions and address performance to ensure delivery of high level of service, partnering with leader as needed.
• Identify and communicate barriers to Educator efficiency and engagement and trends in guest experience to their leader, with some insight into possible solutions.
• Guide Educators in providing technical product education by articulating the value and benefit of the product.
• Support with the execution of new field impacting initiatives within your team, as directed by manager.

Job Requirements:

Eligibility

• Must be legally authorized to work in the country where their region is located

Schedule/Availability

• Role is required to work variable hours, including mornings, afternoons, evenings, weekends, and holidays, as required by team attendance, seasonality, and business demand.  
• The work schedule can vary based on GEC needs and will prioritize peak volume times.
• In addition, during peak timeframes, special events, or other circumstances, the schedule may include early mornings or late nights.
• Work is completed remotely at a desk.

Experience

• 1 year people management or supervisory experience

Job Assets (i.e. nice to have; not required)

• Education: 
  • High school diploma, GED or equivalent
  • Bachelor’s Degree or equivalent
• Experience: 
  • 1 year experience in a contact centre or retail sales environment preferred
  • 1 year contact centre or retail leadership experience

What We Look For 

• Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences
• Integrity: Behaves in an honest, fair, and ethical manner
• Leadership:  Is able and desires to lead, influence, and inspire others; motivates, empowers, develops, drives for performance, and directs people as they work
• Guest Experience: Actively creates an inclusive, high-caliber experience and connection for every guest through team members
• Team Building: Creates and develops teams that maximize accomplishments; encourages unique contributions and different perspectives
• Collaboration and Teamwork: Works productively with and supports others to achieve goals; seeks partnerships and diverse perspectives
• Decision Making/Problem Solving: Identifies opportunities for improvement; evaluates alternatives and makes effective, timely decisions
• Strategic Thinking: Considers the lasting implications of decisions; Sets a plan and makes decisions aligned with company strategy, vision, and values
• Change Management Leadership: Leads others through change processes and uncertainty
• Communication: Exceptional communication skills, both verbal and written, and is willing to openly/constructively share concerns and creates space for others to do the same