Director, Guest Experience Innovation

지역: China

주/도: Shanghai

구/군/시: Shanghai

사업 부문: Store Support Centre (SSC)

직무내용 및 자격요건

Job Summary/Purpose:

Reporting to SVP, Global Guest Innovation, the Guest Experience Innovation Director - China operates within the Experiential Retail strategy and regional (China) strategy to research and identify guest experience opportunities to test within the China region and recommend opportunities that could be leveraged across the organization. The role requires in-depth knowledge across multiple disciplines (retail, digital, technology & strategy) and is required to communicate complex ideas and persuade senior leadership with their recommendations (materials and presentations created in this role will be immediately consumed by the Board & SLT).

Key Responsibilities & Duties:

  • Drive growth & innovation in our business/guest experience for China enabling regional test & learns which inform global scalability
  • Research, identify & recommend global & regional Guest Experience Innovation opportunities (e.g. takes 80 innovation ideas & selects the 14 which lululemon can action)
  • Synthesize global, regional, digital, store, channel, technology functional strategies to contribute to global guest experience innovation roadmap
  • Drive & coordinate cross-functional ‘Test & Learn’ initiatives, across global, regional, digital, store, channel, technology functions
  • Establish success metrics that align to the vision and strategy; update steerco on performance, roadblocks, and improvements 
  • Develop and execute stakeholder engagement plan to enroll others in the future vision and strategy 
  • Drive & innovate guest experience initiatives, that enables business growth & innovation 
  • Work collaboratively with a cross-functional dynamic team to support necessary subject matter expertise, specifically Guest Experience, Retail, Digital, Technology, and Strategy 
  • Works with innovation partners, suppliers & technology to experiment with
  • Develop recommendations and to facilitate discussion and executive decision making 
  • Identify and manage risks and trade-offs (eg culture, people experience, cost)
  • Lead change management associated with new programs

Competencies (Knowledge, Skills, Attributes, Traits) & Qualifications: 

  • Bachelor Degree Required
  • 7-10 years’ experience in strategic operations, strategy, technical or transformational roles
  • Broad understanding of Program/Project Management methodologies & skills
  • Ability to produce sophisticated decks & materials, which can be consumed immediately by the CEO & Board 
  • Experience & deep knowledge in Guest Experience innovation & technology, for the region (eg China)
  • Has a network with emerging regional technologies, start-up companies & unique guest experience offerings
  • Strong stakeholder management skills to work across the organization to maintain program momentum
  • Excellent problem solver with analytical capabilities and is comfortable leading data driven decision
  • Experience working on cross-functional teams required
  • Ability to organize, set priorities and manage multiple projects on tight deadlines
  • Ability to hold cross-functional partners and peers accountable
  • Has the ability to manage, motivate and develop people through the work
  • Highly motivated, creative, detail oriented, and dependable
  • Open to learn and accessible to all levels of the organization
  • Superb communication skills – verbal and written
  • Ability to multi-task and prioritize project needs with constantly changing priorities
  • Proactive, solution oriented with the proven ability to drive a project through tough timeline constraints
  • Proficient in MS Office, Excel, Project, PowerPoint, SharePoint 

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.