Manager, Guest Education Centre: 14 Month Contract

Job title: Manager, Guest Education Centre: 14 Month Contract

Job description: Description & Requirements

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 through the power of practice. We are proud to be a growing global company with locations across North America, Australia and New Zealand, Europe, and Asia. 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.

About this team

The Guest Education Centre (GEC) supports our growing North American e-commerce business with physical locations in Vancouver, Toronto, and Ottawa and a growing work-from-home program. By phone, email, text and live chat, we answer questions and collect feedback on just about everything under the lululemon sun. We develop authentic connections, solve problems, and find creative solutions to create lifelong guests. We work in a fast-paced environment that emphasizes goal setting, health and fitness, community involvement and personal development through our core values. We also have a lot of fun!

A day in the life:

Our GEC Managers lead the operations of lululemon’s contact centre and work from home teams and are responsible for leading execution of a world-class guest and employee experience. The Manager effectively drives for results through others; influencing partners for better guest experience, developing future leaders in the world, building a culture that stands for greatness and challenges the status quo.

· Leads and coaches through the company vision, mission, and core values; instilling the culture in all aspects of the GEC.

· Provides consistent leadership coaching and feedback to their Operations Managers, developing their skills to achieve strong business results.

· Oversees all aspects of the GEC’s operational performance in their location, delivering on all contact centre operational, guest experience and financial KPI’s.

· Business lead for their location, including interface with cross-fuctional partners, community-building, recruiting, training, and day-to-day operations.

· Successfully leads recruiting and training of a diverse leadership team who delivers world-class guest experience, and maintains a strong leadership pipeline throughout the year.

· Collaborates with the Guest Support management team to create long-term strategies, annual operating plans and financial cases.

· Communicates effectively both with senior leadership and with Educators, partners seamlessly with Guest Support teams around North America, represents their team in cross-functional meetings.

· Under the direction of your manager, perform/complete other additional projects, duties, and assignment as required and/or by request.

Qualifications:

· Undergraduate degree preferred

· 7-10 years of progressive leadership experience working in an operations-based environment

· Relevant ecommerce and retail experience required, contact centre leadership experience a plus

· Experience building budgets and managing P&L statements

Must haves:

· Passion for customer service and delivering an exceptional experience for guests.

· 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.

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 at . In your email, please include the position title, the location of the position and the nature of your request.

Company: Lululemon Athletica

Expected salary:

Location: Vancouver, BC

Job date: Thu, 07 Apr 2022 01:11:10 GMT

Job Source: Careerjet.ca

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