Lululemon

about this team

As Communication & Engagement Lead, Guest Support, you are responsible for leading our communications and engagement strategies across the Guest Support business in EMEA. You have a vision for creating compelling storytelling and employee experiences that connect a remote workforce across the UK & Ireland and enable business results. Developing and implementing integrated communications strategies, your work involves change and operational communications, fostering two-way dialogue with the Guest Support leadership team and internal stakeholders, and ensuring information is shared with our employees in a timely and considered way. You will act as a consultant to all levels across the organization and make complex communications digestible for our GEC and Guest Support teams. You are a change management expert, can manage multiple workstreams and have a love for innovation to evolve how we communicate as the business requires. 

Known for crafting clear and engaging communications across a wide range of subjects and channels with impeccable writing skills, you are a trusted and strategic partner for department leaders. You thrive in a fast-paced and dynamic environment and meet time-sensitive deadlines. Operating with a global mindset, you know that communication plays a crucial role in supporting business priorities and the employee experience, and you’re always looking at new ways to innovate in this space, which is even more critical in the remote work environment.

Please note that this role is fully remote

a day in the life: what you’ll do

We are looking for someone who is detail oriented and energized by solving complex problems while having multiple projects on the go at once; someone with strong communication skills, who is a self-starter and enjoys working with little direction. The Communication & Engagement Lead, Guest Support is organized, strong at prioritisation and balances details with bigger picture. 

• Development and execution of Guest Support Internal Communications and Employee Engagement strategy to 40+ remote employees.
• Responsible for annual initiative planning process for strategic initiatives that impact Guest Support and manages the annual Guest Support Calendar organizing the flow of key dates and rollouts to the GEC floor.
• Key partner for cross-functional department teams to identify areas of opportunity for story-telling projects/programs, to elevate employee engagement.
• Create and lead virtual Guest Support internal comms and engagement calendar, such as Team Meetings, Kick-Off events and leadership offsites.
• Working alongside PR team to manage issues and crisis communication for Guest Support.
• Own and update internal intranet pages for communications initiatives on a daily + weekly basis, regularly reporting on key indicators to demonstrate the impact of strategy, closely linked to employee engagement surveys. 
• Facilitates building communication strategies to support the roll-out and implementation of projects/initiatives utilising Zipline and Youlu.
• Provides written and verbal communication support to GEC Managers and Senior Manager.
• Closely collaborates and consults with department leaders, internal stakeholders and other cross-functional departments across the organization, while building trusting relationships.
• Responsible for ongoing innovation in retail communications & partnering to ensure comms technology is innovating alongside.
• Supports the Peak and Q4 strategy through collaboration with cross-functional partners creating a communications plan for GEC.
• Demonstrates a strong awareness and understanding of Diversity, Equity, and Inclusion; ensuring they are reflected in all Guest Support communications activities.
• Create and publish content for self-service and automation tools, standard response guest messaging and internal updates.
• Leader and expert in lululemon brand voice, develops training for Guest Support teams and is responsible for ensuring this is reflected in our internal communication, and all guest messaging. 
• Additional role and responsibilities as required

Qualifications, skills & experience 

• Excellent written, presentation and verbal communications skills 
• Experience consulting and advising with senior leaders and cross-functional partners
• Minimum of 5 years of communications experience including change communications focused on employee experience and engagement; experience in external/internal/retail communications is an asset
• Bachelor’s degree in communications or related discipline required 
• Details-oriented and used to thriving in a fast-pace, deadline-driven environment
• Ability to anticipate and mitigate potential reputation and integrity issues on social channels
• Self-starter with the willingness to participate and grow in an entrepreneurial atmosphere
• Adept at understanding and distilling complex, fast moving and unexpected subjects into impactful communications within tight timelines
• Strong writing skills, along with a healthy balance of visual communication and speaking skills
• Experience working and consulting with cross functional partners including senior leadership
• Technologically adept: Comfortable in Smartsheet, InDesign, Microsoft systems etc.

Must haves: 

• Storytelling ability to distil messages into clear, compelling communications in a variety of formats.
• Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
• Pioneering self-starter, motivated by doing things differently and participating in an entrepreneurial, goals-oriented environment.
• 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.
• Communicates with honesty and kindness while creating the space for others to do the same.
• Has fun while delivering great results.