Assistant Manager, Guest Experience

1 week ago

Singapore lululemon Full time
Overview

Assistant Manager, Guest Experience | Queenstown

The Assistant Manager, Guest Experience role is an essential part of the store leadership team, ensuring guests receive a quality experience in our stores every day. Reporting to the Store Manager, the Assistant Manager leads from the floor, builds, manages, and develops team members, and creates an environment and team culture where people feel a deep sense of belonging and have the opportunity to grow. They ensure their team delivers outstanding guest experience 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.
  • Lead from and move dynamically on the floor to assess and fulfill the needs of the business, team, and guests.
  • Engage directly with team members by helping them understand how their work supports store and company success.
  • Implement the Store Manager's People vision for the store and cascade it to team members using independent judgment.
  • Manage the store's hiring process, including recruitment, selection, and onboarding, to build a strong and diverse team.
  • Provide training and coaching to team members, identify development areas, and source training solutions using existing programs and initiatives.
  • Lead performance management activities, including feedback, check-ins, recognition, documentation, and addressing performance concerns, including offboarding when necessary.
  • Lead an exceptional guest experience on the floor, maintain day-to-day store operations, and collaborate with team members on guest connection and technical product education.
  • Address guest feedback and issues, including escalations and urgent requests, to "make it right" for guests.
  • Monitor and compare performance metrics against goals to assess and close gaps in guest experience.
  • Manage inventory and store operations, including sell-through, product levels, counts accuracy, shrinkage, and deliveries aligned with visual merchandising.
  • Ensure accurate, efficient inventory receiving and processing to sustain operational excellence.
Job Requirements
  • Eligibility: Must be legally authorized to work in the country where the store is located.
  • Schedule/Availability: Full-time position, 38 hours per week; rosters vary by store needs; shifts include mornings, afternoons, evenings, weekends, and holidays; occasional early mornings or late nights for peak periods or events.
  • Experience: 1 year of people management experience; 1 year of leadership experience including operations, administration, and project/process management.
  • Assets (nice to have): High school diploma or equivalent; 1 year of retail or sales management experience; 1 year recruiting, hiring, or training employees.

What We Look For: Inclusion & Diversity, Integrity, Leadership, Guest Experience, Team Building, Decision Making/Problem Solving, Strategic Thinking, Change Management Leadership, Interactive Communication.

Work Context: Work involves moving through a store with bright lights and loud music; may involve moving boxes up to 30 lbs; team-based and may involve computer or other devices.

For applicants progressing to interview, you will be contacted by a Manager or People & Culture team member. If you need a reasonable accommodation to perform essential duties, discuss this with the Manager or People and Culture during interview arrangements.

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