Assistant Manager, Guest Experience

About This Role

This Assistant Manager, Guest Experience role is a key part of the store leadership team, focused on ensuring both team members and guests receive a high-quality experience daily. Assistant Managers lead from the floor, building, managing, and developing team members, and fostering an environment where people feel a sense of belonging and have opportunities to grow. They ensure their team delivers outstanding guest experiences in line with company values and directives.

Responsibilities

• Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members
• Engage team members by helping them understand how their work supports the success of the store and of lululemon overall
• Implement the Store Manager’s People vision for the store and cascade to team members
• Support Store Manager in hiring and building a strong and diverse team that includes team members with various experiences, backgrounds, and skillsets to drive key results and performance
• Support ongoing learning and development of team members consistently and equitably by providing direct feedback, coaching, mentoring, and continuous development check-ins
• Lead performance management activities, including direct feedback and continuous check-ins, facilitating team acknowledgement and rewards, managing performance documentation, and addressing performance concerns
• Address employee concerns or issues, including knowing when to partner with internal support to take appropriate action
• Lead an exceptional guest (customer) experience on the floor through assessing the level of guest connection and technical product education and supporting team members to address gaps through feedback and coaching
• Provide retail floor leadership to team members, including making in-the-moment decisions to maintain efficiency and effectiveness of retail floor coverage and operations
• Resolve guest feedback and address emergent issues, including guest escalations and urgent requests, helping to “make it right” for guests
• Partner with other managers to review business data and metrics (e.g., profit and loss [P&L] statement) to inform planning processes (e.g., quarterly business review, sales planning, and hiring strategy)
• Maintain strategic product presentation/visual merchandising by ensuring product recovery, restock (e.g., pant wall, size store), destock, or minor visual merchandizing changes are accomplished
• Open and close the store in accordance with the opening and closing procedures
• Understand and adhere to people safety policies and procedures to maintain a safe work environment
• Perform work in accordance with applicable policies, procedures, and laws or regulations
• Accountable for delegated aspects of controllable budget and labor