Retail Experience Manager

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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.

reports to

Senior Manager, Retail Store Operations

location

Shanghai

about this team

As a Retail Experience Manager, you are the person always in the same pace as stores not only in retail but also in omni environment, as well as within lululemon. You will be responsible for building up Retail Experience (mainly in-store) strategy and plans, incl. but not only like Retail Service Model, Guest Experience OKRs, etc.; lead/coordinate/deliver the relevant Initiatives and programs, to ensure we offer the top-end Retail platforms and experience to our guests; also to closely work with our global and local supporting function teams to ensure we understand the Biz Objective clearly and together build up the operational friendly plan & flows for best performance and experience delivery;

You need to have strong connection with the retail teams, always be passionate to support stores, have strong partnership even ownership when dealing with retail-facing and guest-facing programs or projects, proactively offer suggestions/solutions and provide professional retail POV to ensure we simplify and optimize any projects design and operational process.

core responsibilities

Develop and map out China retail stores experience strategy and plans, such as but not only Service Model, Guest Experience OKRs, Floor Zoning, etc., partnering with other key functions such as B&C to ensure the design and outcome is comprehensive and suits the best for our business and guest experience.
Set up the Retail Experience OKRs and keep monitoring the Retail Experience / Service level from multi angles/platforms/data analysis, etc. to ensure we keep up with the market and fulfill the guest requirement.
Continuous to improve the in-store experience by partnering with Digital, CRM and Technology team; Prioritize and implement relevant programs/platforms with intelligent development to increase the guest experience as well as store operations efficiency.
Also be proactively in learning and participating in retail sales initiatives and omni guest engagement initiatives to build up the one-stop omni experience for our guests.
Monitor guest feedback and proactively work with retail team for solutions to elevate guest experience for long run.
Drive and advocate for retail teams regarding commercial-driven events, analyze or participate with other internal/external peers for specific performance review, to keep the retail performance on track and maximized.
Keep the agility for any Retail experience related affairs and be open sharing with SSC relevant parties for any short term and long-term adjustment and solutions.

qualifications

7+ years previous experience in retail and/or FMCG industry
Resourceful, accountable and a high level of commitment
Strong guest/service background and analytical skills
Fluent in English and Chinese
Proficient in MS Office

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.

additional notes

Authorization to work in China is required for this role.

compensation and benefits package

lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. As part of our total rewards offering, you will receive competitive base pay and permanent employees in this position may be eligible for our annual bonus program and subject to program eligibility requirements.

At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:

• Supplement health and dental benefits, and mental health plans

• Paid time off

• Savings plan matching - Employee Stock Purchase Plan

• Generous employee discount

• Fitness & yoga classes

• Parenthood top-up

• Extensive catalog of development course offerings

• People networks, mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.

workplace arrangement

In-person collaboration and office-based work is necessary and important for this role. Work is performed onsite, 5 days a week, depending on role requirements.

#LI-Onsite #LI-MF1

lululemon

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