E-com Guest Service Supervisor(电商客服主管)

Regione: China

Stato/Provincia: Shanghai

Città: Shanghai

Unità Affari: Store Support Centre (SSC)

Descrizione e requisiti

Who we are

lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world by realizing the full potential within every one of us. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.


The Role / Location

The role of E-com Guest Service Supervisor will be based at lululemon’s China HQ in Shanghai, dedicated to the long-term development and growth of lululemon in China. 

Reporting Structure

Reporting to Senior Ecommerce Manager

Job Summary:

The E-com guest service supervisor is responsible for creating the best-in-class guest experience in our online channels, leading the guest service team, and partnering with other teams to ensure overall objectives are being met.

 Key Responsibilities and Accountabilities:

·       Responsible for holding our guest service center accountable to key metrics agreed upon in the contract (including Tmall, Wechat and all channels).

·       Manage our guest service center to respond to all company and general inquiries, which requires a broad knowledge base

·       Provide extensive coaching and counseling to assist guest service representatives in meeting guest satisfaction, resolution targets, exceed guest expectations, build guest loyalty, and take advantage of sales opportunities

·       Handle guest inquiries through multi-channel communication (telephone, email, live chat etc.) to ensure a ‘wow’ guest experience

·       Ensure our guest service center can handle product sales and returns process for guests, which requires strong knowledge of processes for order entry, charging & shipping for all orders from start to finish

·       Monitor and report on key metrics, while identifying opportunities and solutions to ensure guest satisfaction

·       Act as a front window to communicate the products related issue and co-ordinate the internal resolution

·       Proactively address issues through problem-solving, collaboration and escalation

·       Responsive communications with all cross-functional partners (marketing, logistic, merchandising team, legal, store, etc)


·       5 & above years’ experience in a global retail environment (e-commerce, marketing, merchandising or operations)

·       Must be skilled at using analytics to drive decision-making

·       Knowledge of the tools, methods and approaches that are driving higher conversion rates, increased average order value and acquisition techniques

·       Expertise in loyalty techniques and cross-channel analytics and measurement

·       Ability to train, develop, evaluate, discipline, reward, coach a team in a way that attracts and retains high quality and qualified employees

·       Proven leadership ability

·       Proven relationship management experience

·       Excellent communication skills – verbal and written.

·       Proven organizational and time management skills.

Our “must haves”:

·       Proven work ethic with utmost integrity

·       Desire to excel and succeed

·       Actively live and breathe the lululemon culture and lifestyle

·       Self-awareness, with a desire for constant self-improvement (goal –oriented)

·       Entrepreneurial spirit and an egoless nature

·       Self-motivated, passionate, empathetic, approachable

Outgoing, energetic, upbeat and Fun