Lululemon

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.

about this team

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.

role summary

The Senior Manager, GEC is responsible for overseeing all contact centre operations of a geographic territory, leading an organization of 300+ employees across Eastern North America.  They manage, develop, and coach a diverse team of leaders remotely, including territory Digital Sales & Service Recovery Managers and Floor Support Operations Manager. They leverage key metrics to drive for performance in operational, guest experience, revenue, and financial key performance indicators, implementing business strategies and processes to drive revenue growth and high levels of guest experience for their territory.  The Senior Manager, GEC collaborates with cross-functional partners to achieve business and department goals.  

Applicants must reside in one of the following time zones: ET, AT, or NT, and will manage a remote team located in Eastern North America.

core responsibilities

Leadership & People Management

• Manage and grow a diverse team of contact centre leaders from a distance through hiring, regular check-ins, holding people accountable to goals and targets, and cooperatively defining development opportunities and career paths.
• Collaborate with other departmental leaders to set and review key performance indicators and provides consistent coaching and feedback to hold their team accountable to results.
• Create and foster a respectful and inclusive team environment and culture by welcoming and celebrating differences to ensure a positive, high performing, and engaging experience for all team members, virtually and in person as required.
• Establish a people vision for their territory that aligns with the broader Guest Support vision, leading through company core values and initiatives.

Guest Experience & Operations

• Oversee all aspects of the GEC’s performance in their territory, creating strategies to deliver on all contact centre operational, guest experience, revenue, and financial key performance indicators.
• Maintains and executes the Guest Support's vision, strategy, and priorities for their territory, in alignment with department objectives. 
• Collaborate with territory and cross-functional partners to accomplish projects and initiatives and achieve business and department goals (e.g., technology updates, ecommerce strategies, policy or process updates, new revenue generation, etc).
• Acts as the business lead for the territory: interface with cross-functional partners on strategic initiatives, secure required resourcing, and gain alignment on cross-department processes and priorities.
• Collaborates with the Guest Support leadership team to create long-term strategies, annual operating plans and financial cases.
• Assess territory impact and team readiness for all major initiatives and technical deployments, partnering with key stakeholders through initial planning, prioritization, and delivery on risks, timelines, and business needs.
• Create and implement strategies for utilizing the Floor Support team to enable efficient and supportive floor management of territory business.
• Under the direction of your leader, perform/complete other additional projects, duties, and assignment as required and/or by request.
  
  

role requirements

Eligibility

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

Schedule/Availability

• Role requires a flexible schedule including evenings, weekends, and holidays.
• Work requires travel to key market locations to accomplish work, as needed and as requested.

Experience

• 7+ years people and organizational leadership experience 
• 8+ years experience in a related field – digital customer service, contact centre operations, sales, retail operations
  
  

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

Education:

• Bachelor’s degree or equivalent in related field – business or operations management, etc
• MBA or equivalent post graduate degree in business or related field an asset
• Experience with project management tools and MS Suite an asset
• Experience leading digital revenue growth an asset
  
  

What We Look For

• Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences
• Leadership: Is able and desires to lead, influence, and inspire others; motivates, empowers, develops, drives for performance, and directs people as they work
• Adaptability/Agility: Navigates uncertainty and ambiguity and can change priorities in a fast-paced environment
• Business Acumen: Is able to quickly understand and address business information (e.g., profit and loss statements, budgets and sales forecasts, digital strategy and approaches, contact centre key performance reports)
• Drive/Entrepreneurship: Takes initiative to ensure the success of the business and drives toward accomplishing big goals; is innovative and owns results
• Team Building: Creates and develops teams that maximize accomplishments; encourages unique contributions and different perspectives
• 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, with the ability to tailor communication to interact with a variety of audiences.
• Autonomy: Ability to work independently, with limited direction, in fast-paced environment

must haves

• Acknowledge the presence of choice in every moment and take personal responsibility for your life.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results. 
• Communicate with honesty and kindness and create the space for others to do the same. 
• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure. 
• Foster connection by putting people first and building trusting relationships. 
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously. 

additional notes

Authorization to work in Canada is required for this role.

compensation and benefits package 

lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $134,100-176,000 CAD annually; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program subject to program eligibility requirements.  

At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:

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

Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.

 
workplace arrangement

Remote – Field Based

Field/Community-based work is necessary or important within a designated area, with relevant travel required.  

#LI-Remote