Guest Experience Lead | Pinnacle Hills

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lululemon Overview

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 pursue positive change to build a healthier, thriving future, including an equitable, inclusive and growth-focused environment for our people.

The Guest Experience Lead is responsible for ensuring all guests receive a quality in-store experience. They oversee or provide technical product education to articulate the value of our product and brand, meeting the unique needs of each guest. The Guest Experience Lead is part of the store leadership team, driving store performance on the floor through guest experience and the team’s achievement of daily sales or unit targets.

They provide input to team member performance evaluations, recommendations on store hiring decisions, and act as Supervisor on Duty (SOD) when leading the floor.

• Bring the lululemon guest experience framework to life, leading from the floor to establish an exceptional and inclusive guest experience.
• Continuously assess the level of guest connection and technical product education, ensuring every guest receives technical product education and assisting the guests when needed (e.g., when other team members are unavailable).
• Move dynamically and lead from the floor as the Supervisor on Duty to assess and fulfill the needs of the business, team, and guests.
• Conduct preparation activities to ensure in-store readiness for guests and maintain operational excellence of the store throughout shift.
• Open and close the store in accordance with opening and closing procedures.
• Review and interpret daily business data and metrics to track progress toward sales goals and motivate the team to drive business results.
• Participate in the store’s hiring process, including recruitment, selection and hiring recommendations, onboarding, and training.
• Address team member performance and support their ongoing learning and development by providing direct feedback and in-the-moment recognition, coaching, demonstrations, and hands-on experiences.
• Contribute to a respectful and inclusive team by establishing supportive working relationships and engaging with team members to create a fun and productive environment.

• Eligibility
  • Must be legally authorized to work in the country in which the store is located
  • Must have the ability to travel to assigned store with reliable transportation methods
• Schedule/Availability
  • The work schedule can vary based on store needs
  • Shifts are typically scheduled: mornings, afternoons, evenings, weekends, and holidays
  • During peak time frames, special events, or other circumstances, the schedule may include early mornings or late nights/overnights for some team members
• Experience
  • 1 year retail or customer experience (e.g., guest resolution, navigating difficult conversations)
  • Some experience in leading, mentoring, or delegating with others
• Job Assets (nice to have; not required)
  • Education:
    
    High school diploma/GED/equivalent, or above
  • Experience:
    
    1 year of retail/sales leadership experience (supervisor or people management not necessary; examples include leading delegated assignments/tasks, mentoring or assisting peers)
  • For Experiential stores with food/beverage service only:
    Food safety and/or liquor service certification
• What We Look For
  • Inclusion & Diversity:
    Creates/supports an inclusive environment that values/celebrates differences
  • Integrity:
    Behaves in an honest, fair, and ethical manner
  • Guest
    
    Experience:
    
    Actively creates an inclusive, high-caliber experience and connection for every guest through team members
  • Leadership:
    Is able and desires to lead and inspire others; motivates, empowers, develops, and directs people as they work
  • Collaboration and Teamwork:
    Works productively with and supports others to achieve common goals; seeks connections, partnerships, and diverse perspectives
  • Decision Making/Problem Solving:
    Uses logic and reasoning to…