Manager, GEC Digital Sales, West

Descrizione e requisiti

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.

Job Summary

The Manager, GEC Digital Sales is responsible for performance of the contact centre’s revenue driving team for a geographic territory (Western North America). They lead the implementation of the sales strategy for their territory, focused on driving revenue results through product education and delivering a high level of service through other leaders. They manage, coach, and develop a diverse team of Operations Managers remotely. The Manager, GEC Digital Sales partners on and executes strategies to enroll their team in business and people initiatives and collaborates with key cross-functional partners on front-line impacting initiatives.

Applicants must reside in one of the following time zones: HT, AKT, PT, MT, or CT, and will manage a remote team located in Western North America.

Core Responsibilities

Leadership & People Management

Manage and grow a diverse leadership team from a distance, through regular check-in conversations, ongoing performance documentation, the annual evaluation process, and business goal setting.
Support learning and development consistently and equitably by providing feedback, coaching, mentoring, and career path guidance, creating a diverse talent plan for their region.
Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members, virtually and in person as required.
Communicate effectively both with senior leadership and front-line Educators, partners seamlessly with Guest Support teams across North America, and represents their team in cross-functional meetings.
Partner on and deliver operational strategies to enroll team in priorities of the business and ensure they meet or exceed key performance indicators.
Address all employee concerns and issues, including knowing when to partner with cross functional partners to take appropriate action.
Maintain and execute territory’s people vision for their business function, develop and implement in-year strategies to enhance team engagement and morale, in alignment with broader Guest Support vision, including managing monthly + quarterly rewards budget for your team.

Guest Experience & Operations

Lead implementation of the sales strategy for their territory, focused on driving revenue results through product education and delivering a high level of service, in alignment with broader Guest Support vision.
Lead execution of strategies to adapt and incorporate technical product education to a virtual environment in partnership with Learning & Leadership teams.
Identify and implement new opportunities to generate revenue through building brand and membership awareness, inclusive of inbound, outbound, and retention plans, ensuring delivery of a premium guest experience and revenue targets for your territory.
Business lead for their territory’s business function, including interfacing with cross-functional partners, community-building, partnering on recruiting, training, and coverage needs, and day-to-day operations.
Review and assess team performance and lead enhancement of the overall guest experience and key performance indicators for their territory and business function, collaborating with cross functional partners to remove barriers as needed.
Under the direction of your manager, perform/complete other additional projects, duties, and assignment as required and/or by request.

Job 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.
Role may require travel to key market locations to accomplish work, as needed and as requested.

Experience

5+ years people management experience
Experience driving performance through other leaders and/or leading in an operations-based environment
2+ years leading large scale business operations (ecommerce, contact centre or retail)
2+ years sales specific management experience
2-5 years experience in a digital sales environment

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

Education: Bachelor’s degree or equivalent
Experience leading people remotely
Familiarity with Salesforce or other customer experience management platforms an asset
Experience in marketing or building new sales strategies 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
Collaboration and Teamwork: Works productively with and supports others to achieve goals; seeks partnerships and diverse perspectives
Drive/Entrepreneurship: Takes initiative to ensure the success of the business and drives toward accomplishing big goals; is innovative and owns results
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
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)
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.

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.

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 $107,500-141,100 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

Lululemon

Ti stavamo aspettando.

Descrizione e requisiti

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