lululemon

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.

position

GEC Lead

reports to

Manager, GEC

location

Shanghai

core responsibilities

• Manage vendor team daily performance, monitor KPIs and drive continuous improvement in service performance.
• Monitor vendor team optimize service SOP to establish effective communication channels with guests and resolve escalation issues promptly.
• Communicate with cross functions to resolve guests’ escalations.
• Analyze voice of guests to generate clear insights and able to propose meaningful actions to address the major comments/concerns from guests and feedback to related teams.

• 管理供应商团队的日常表现，监控关键绩效指标（KPI），推动服务表现的持续改进。
• 监督供应商团队优化服务标准操作流程（SOP），建立与客人的有效沟通渠道，并及时解决升级问题。
• 与跨职能团队沟通，以解决客人的升级问题。
• 分析客人反馈，生成清晰的洞察，并能够提出有意义的行动来解决客人主要的评论/关切，并向相关团队反馈。

qualifications

• 5+ working experience in customer service or Ecommerce industry.
• Ability to manage complex guest escalations.
• Excellent communication and problem-solving skills.
• Proactive collaboration with cross functions.

• 5年以上客户服务或电子商务行业工作经验。
• 能够管理复杂的客人升级问题。
• 优秀的沟通和问题解决能力。
• 对于工作积极主动，有良好的跨部门团队协作能力。

Authorization to work in China is required for this role.

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: