Communication & Guest Messaging Support

地区: Canada

州/省: Remote

城市: Remote

业务单元: Guest Education Centre (GEC)

时间类型: Full-time

说明与要求

Communication & Guest Messaging Support

Summary 

The GEC Communications team focuses on internal and external guest support communication in order to elevate guest experience at lululemon's Guest Education Centre (GEC). This role ensures that educators and support teams stay up to date and informed on all programs, initiatives, policies, procedures etc. that allow them to support our guests through various channels at the GEC, including phones, emails, live chats and SMS. Success looks like a highly informed group of employees who provide great guest experience, resulting in strong guest sentiment scores and high levels of productivity in the GEC.


Role Responsibilities 

  • Assist with incoming communication requests for the GEC operations and support teams to ensure consistent and accurate information is shared with guests
  • Create and maintain GEC internal knowledge articles in OSC to ensure content is relevant and supports the educators assisting guests in the moment
  • Support the Guest Experience organization and their teams to create messaging for sensitive guest topics and high-profile scenarios
  • Work cross-functionally to build out content that supports the Guest Education Centre
  • Leverage reports to make strategic decisions about knowledge management
  • Prepare assets for communications (images, copy, formatting, etc.) and upload to internal systems

Support Activities

  • Support the Communication Coordinator to create, update, and maintain guest messaging based on the current style guide, including standard text and internal knowledge articles
  • Monitors and provides feedback to GEC on posts/communications ensuring brand voice is maintained and consistent

Required Skills and Experience

  • Experience within an internal communications department or a degree in a communications-related field is preferred
  • Experience within an internal communications department and 1+ years’ experience at lululemon preferred 
  • Strong time management skills, ability to prioritize tasks, and manage multiple projects within tight deadlines
  • Ability to work well as a member on cross-functional teams and hold others accountable; ability to produce clear and compelling communication
  • Excellent written and verbal communication skills in English (bilingualism is an asset), including strong grammar and spelling skills, attention to detail
  • Excellent spelling and grammar skills, with a strong attention to detail
  • Adaptable, flexible and a self-starter
  • Ability to produce and compile clear and compelling communication in a variety of formats