Assistant Manager, Guest Experience

About lululemon

lululemon is a forward-thinking brand focused on performance apparel for yoga, running, training, and other athletic activities. Known for pioneering technical fabrics and functional designs, we develop transformative products and experiences supporting individuals in movement, growth, connection, and well-being. Our achievements stem from innovative products, strong store presence, dedicated people, and deep community ties. We prioritize fostering a positive impact to promote a healthier, thriving future by cultivating an equitable, inclusive, and growth-oriented workplace.

Benefits & Perks

Our holistic rewards package supports both your professional and personal aspirations. Besides competitive base salaries and team-based bonuses, we offer paid leave, substantial discounts, access to fitness and yoga sessions, parenthood top-up programs, and opportunities for career and personal development. Availability of some benefits may vary by location and role. The company may modify these offerings at any time without prior notice.

Role Overview

The Assistant Manager, Guest Experience, plays a vital role within the store leadership team, guaranteeing that customers consistently enjoy premium in-store experiences. Reporting to the Store Manager, this role leads on the floor, fostering, guiding, and developing team members. It aims to build a team culture rooted in belonging and growth, ensuring the delivery of exceptional guest service aligned with lululemon’s values and guidance.

Key Responsibilities

• Establish and nurture an inclusive, respectful team atmosphere that honors diversity and enables a supportive, effective, and enjoyable workspace for all members.
• Engage dynamically with the sales floor to address the needs of the business, team, and guests.
• Communicate to team members how their efforts contribute to the store’s and company’s success.
• Execute the Store Manager’s people vision and effectively communicate it down the team hierarchy using sound judgement.
• Oversee recruitment, selection, and onboarding to cultivate a diverse, high-performing team driving business results.
• Deliver tailored training and coaching by identifying developmental gaps and leveraging existing programs to strengthen team skills.
• Manage performance actively through feedback, ongoing reviews, recognition, documentation, and when necessary, offboarding processes.
• Lead in ensuring an exceptional guest experience, evaluating guest engagement and product knowledge, and working closely with team members to meet daily operational goals.
• Handle guest feedback including escalations and urgent issues by striving to resolve and maintain customer satisfaction.
• Track store performance metrics against objectives to identify and address gaps in guest experience.
• Manage product sell-through by supervising inventory accuracy, shrinkage control, product deliveries, and adherence to visual merchandising standards.
• Ensure smooth inventory receiving and processing to maintain operational efficiency.

Essential Requirements

• Legal authorization to work in New Zealand.
• Reliable transportation to commute to the Mount Maunganui store.
• Willingness to work full-time (38 hours per week) with shifts varying by roster to include mornings, afternoons, evenings, weekends, holidays, and during peak times, possibly early mornings or late nights.
• A minimum of one year experience in people management.
• At least one year of leadership experience, including managing business operations, administration, or project/process oversight.

Preferred Qualifications

• High school diploma or equivalent educational qualification.
• One year of retail or sales management experience.
• Experience in recruitment, hiring, or training staff.

Desired Attributes

• Commitment to fostering an inclusive and diverse environment that appreciates differences.
• Exemplifies honesty, fairness, and ethical conduct.
• Passion for leadership demonstrated by inspiring, motivating, and developing others.
• Focus on delivering an outstanding and inclusive guest experience.
• Ability to build cohesive teams that embrace diverse ideas.
• Strong decision-making and problem-solving proficiency to identify and act on opportunities for improvement.
• Strategic mindset to align decisions with the company's vision and values.
• Leadership in managing organizational change with resilience.
• Effective two-way communication skills.

Work Environment

• Fast-paced retail environment with bright lighting and music.
• Team-based and independent tasks, with the use of technology such as computers.
• Physical demands include occasionally lifting boxes up to 30 pounds (13.6 kg).

Additional Information

Applicants invited to interview will be contacted by store management or HR personnel. Candidates needing accommodations for essential job duties during the interview process are encouraged to discuss requirements in advance.