Location: Hong Kong SAR
State/Province/City: Hong Kong Island
City: Hong Kong
Business Unit: Store Support Centre (SSC)
Time Type: Full-time
Retail Experience Manager (APAC focus, Retail Operations)
Description & Requirements
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 APAC Retail Operations Team is here to generate continued improvement, productivity savings, and consistent guest experience as business operations have changed and increased in complexity.
A day in the life
The Manager of Retail Experience is responsible for strategic direction, design and delivery of the retail experience for the APAC region. They will work cross functionally to create the future of retail experience, inclusive of teams’ behaviour, new programs, retail concepts and supporting technologies. Will drive performance and engagement by 1) setting and monitoring retail experience KPIs 2) benchmarking internally and externally to become the unequivocal leaders in guest experience.
Key responsibilities:
- Envision, design and deliver the retail experience strategy for the APAC region.
- Work closely with Voice of Guest, CRM and Data Strategy teams to monitor guest feedback and translate insights into an actionable strategy and set KPIs for retail teams to drive growth and achieve OKRs.
- Partner with Learning & Leadership, Product Education, IDEA, and Regional Managers to identify current gaps in guest-educator interaction. Then, pilot potential solutions, and eventually roll-out refreshed SOPs that enable the store teams to deliver personalized, best-in-class education to convert guests through a performance mindset.
- Develop specific programming and generate cross-function support for APAC’s largest and highest revenue doors to ensure they can provide a consistently great guest experience, at high efficiency.
- Design the future of the lululemon retail experience in collaboration with global cross-functional partners. Together, create experience programs, platforms and retail concepts to deliver a rich and immersive experience to our guests (digital clienteling, membership, next gen retail…).
- Conduct internal and external research, stay aware of market trends and produce insights to drive the retail strategy with the goal of becoming the leader in guest experience.
Qualifications:
- 5 years in retail or other relevant industry, with focus on guest experience or retail operations management
- Experience working with business stakeholders within a cross-functional environment
- Strong interpersonal skills to influence and spur change
- Proven ability to drive for results and accountability of business needs
- Demonstrate decisiveness in resolving business problems, making decisions and identifying priorities
- Excellent written and verbal communicator, engaging presenter
- High level of proficiency with Project Management Software (Smartsheet), Excel, PowerPoint and SharePoint with experience presenting to stakeholders and/or Senior Leadership
Must haves:
- Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
- Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
- Communicates with honesty and kindness, and creates the space for others to do the same.
- Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
- Fosters connection by putting people first and building trusting relationships.
- Integrates fun and joy as a way of being and working, aka doesn’t take themselves too seriously.
At lululemon, we care for and invest in the whole person – body, mind, spirit. Our total rewards program is designed to support you in achieving your goals and focus on the things you love. In addition to competitive base pay and a team-based bonus program, we also offer paid time off, generous employee discounts, fitness/yoga classes, parenthood top up program and personal and professional development programs.
Note: availability of these benefits and perks may be subject to your location & employment type and may have certain eligibility requirements. The Company reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.
Learn more about what it's like working for lululemon in our Asia-Pacific markets:
#LI-JL1 #LI-Onsite
#LI-JCA
Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. Lululemon is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment. While management is primarily responsible for seeing that Lululemon equal employment opportunity policies are implemented, you share in the responsibility for assuring that, by your personal actions, the policies are effective.
lululemon is committed to providing reasonable accommodation to applicants with disabilities. If you would like someone from our team to contact you for individualized support, email us ataccommodations@lululemon.com
. In your email, please include the position title, the location of the position and the nature of your request.
The use of AI tools, including but not limited to ChatGPT, Microsoft Copilot, Gemini, DeepSeek, or any other AI-assisted software, is strictly prohibited during the interview process. This includes, AI-generated responses, content creation, or any form of automated assistance in live interviews, case studies, technical assessments, or written submissions.
At lululemon, we are committed to privacy, integrity, transparency, and ethical hiring practices. Our commitment to responsible AI ensures that proprietary information is protected and that all hiring decisions are based on an individual’s own skills, judgment, and expertise without AI assistance. Any use of AI during the interview process will result in immediate disqualification. lululemon reserves the right to use AI detection tools to verify the authenticity of candidate responses.