Location: Hong Kong SAR
State/Province/City: Hong Kong Island
Thành phố: Hong Kong
Đơn vị kinh doanh: Store Support Centre (SSC)
Loại thời gian: Full-time
Manager, Loyalty Guest Segments
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
Our focus is on building guest loyalty through driving retention, frequency and brand love with various guest segments. The team is always identifying opportunities for enhancing our guest loyalty programs and differentiate our offerings. Our constant aim is to inspire even deeper guest engagement with the brand through the triangulation of data - analytics, insights, consumer trends and mindsets – to collaborate with others to create alignment on a common strategy.
A day in the life
The Loyalty Guest Segments Manager leads APAC loyalty initiatives, focusing on retention strategies and segment-specific programs. This role balances global priorities with local market needs, ensuring impactful, data-driven engagement across the region.
- Strategy & Execution: Develop and implement CRM retention strategies aligned with business objectives to enhance engagement and loyalty.
- Segmentation & Insights: Lead guests segmentation and analyze data to identify trends, behaviours, and opportunities for retention, churn reduction, and upsell/cross-sell. Identify and capitalize on growth opportunities, leveraging regional insights to diversify and enhance program offerings.
- Program Leadership: Own regional strategy and execution for guest segment programs (e.g., Sweat Collective), including optimization, localization and activation across APAC. Collaborate with digital and technology teams to optimize member experience through innovative tools and platforms.
- Roadmap Development: Champion long-term loyalty and segment program roadmap, integrating global vision with local insights.
- Cross-Functional Collaboration: Drive cross-functional alignment, ensuring consistent execution and integration across marketing, operations, and other internal teams.
Qualifications:
- Undergraduate degree in business or related field
- 10 years’ experience in program management, operations or loyalty
- Strong ability to think strategically and work with ambiguity
- Experience leading and making connections with international cross functional stakeholders
- Proven project management experience with the ability to identify and prioritize key tasks to keep projects on track
- Proven experience executing new initiatives and collaborating with multiple stakeholders with different points of view
- Self-starter with strong problem-solving skills and attention to detail
- Exceptional interpersonal and communication skills; ability to quickly build relationships and collaborate
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-NDN #LI-Onsite
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.