lululemon

lululemon athletica

lululemon athletica is a technical athletic apparel company founded in 1998 in Vancouver, Canada. We are built around a culture of athletes passionate about developing leaders, personal responsibility, and goal setting in order to deliver on our mission of elevating the world from mediocrity to greatness. Our vision is to create transformational experiences for people to live happy, health, fun lives.

China is poised for exponential growth in the region for the next ten years. If you love to sweat, thrive in a fast-paced environment, constantly challenge yourself to be better, and value fun, this is the place for you.

A day in the life of a Retail Experience Manager China

As a Retail Experience Manager of China, 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.

Key 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.

The Finer Print

• 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

Our “must haves”

• Strong project management experience with an understanding of specialty store retailing
• Able to connect across markets and functions to make sure key stakeholders are aligned
• Strong leadership, communication skills and ownership to get things done
• Able to prioritize task, work independently, act proactively
• Detailed oriented and logical thinking, able to work under pressure
• Curious and eager to learn
• Proven work ethic with utmost integrity
• Desire to excel and succeed
• Actively live and breathe the lululemon culture and lifestyle
• Self-aware, with a desire for constant self-improvement (goal –oriented)
• Self-motivated, passionate, empathetic, approachable
• Outgoing, energetic, upbeat and FUN!