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6 Oct 2021

Full-Time Senior Manager, Guest Support Innovation

lululemon – Posted by spencyre Anywhere

Job Description

who we are
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 owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we’re in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.

about this team
Guest Support brings the power of our Educators into the digital experience to deliver world-class support and engagement on a global scale. Guest Support delivers this support across social media, contact centre, and Digital Educator. The Guest Support Innovation team is responsible for ideating, developing, testing and executing innovative ways to connect with the guest as we support them through their eCommerce shop journey.

a day in the life: what you’ll do
• Produce and maintain a global guest support innovation strategy and 1-3 year experience roadmap
• Create the vision for the Digital Educator portfolio, including an aligned view on key investments, channels and experiences to be pursued
• Develop and maintain regional roadmaps in partnership with our regional business and technology leaders
• Create, iterate, and implement a plan to achieve annual revenue goals with continued quarter-by-quarter progress
• Lead an organization of 150+ across North America in alignment with lululemon’s core values

qualifications
• 8+ years of experience in related field – digital, sales, customer service, retail operations
• 8+ years of people and organizational leadership experience
• P&L ownership experience preferred
• Cross-functional leadership and track record driving and implementing new initiatives with proven results
• Demonstrated experience blending customer insights, experience design, technology, and operations to build new experiences/businesses
• Strong communication skills, can produce presentations in PPT and present to cross-functional teams and leadership team
• Ability to work independently and with limited direction in fast-paced environment
• EMEA and/or APAC experience preferred
• Bachelor’s degree in relevant field preferred

must haves
• Acknowledge the presence of choice in every moment and take personal responsibility for your life.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results.
• Communicate with honesty and kindness and create the space for others to do the same.
• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Foster connection by putting people first and building trusting relationships.
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously.

How to Apply

Apply directly on our careers site here: https://careers.lululemon.com/en_US/careers/SearchCareer/guest%20support%20innovation?jobRecordsPerPage=10& *Once on the careers site, you will apply to the posting that matches your location in Canada (Vancouver or Remote) or the United States (Seattle or Remote).

Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 26 days.

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