Manager

lululemon is located at Vancouver, BC. The company is currently looking for applications for the role of Manager – GEC Service Recovery. We are seeking a self-disciplined individual with exceptional interpersonal skills. The chosen applicant will be required to join and begin their duties as soon as possible. The employer is offering a full-time position.

Employer Name: lululemon
Position: Manager – GEC Service Recovery
Salary: $116,200 – $152,600 CAD annually
Employment type: Full-time
Location: Vancouver, BC

Also hiring: Maintenance labourer – public works

Job Description

leadership & people management

• The candidate will be responsible for managing and developing a diverse leadership team remotely through regular check-in conversations, ongoing performance documentation, annual evaluations, and business goal setting.
• The candidate will be responsible for maintaining and executing the vision for the business function while developing and implementing operational solutions that enhance team engagement and morale in alignment with the broader Guest Support vision, including managing the monthly and quarterly rewards budget.
• The candidate will be responsible for supporting learning and development through feedback, coaching, mentoring, career path guidance, and the creation of a diverse talent plan for their region.
• The candidate will be responsible for creating and fostering a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and engaging experience for all team members, both virtually and in person as required.
• The candidate will be responsible for communicating effectively with senior leadership and front-line Educators while partnering with Guest Support teams across North America and representing their team in cross-functional meetings.
• The candidate must collaborate with business partners to develop and execute operational strategies that enable the team to meet or exceed key performance indicators.
• The candidate will be responsible for addressing employee concerns and issues while collaborating with cross-functional partners to take appropriate action when required.

guest experience & operations

• The candidate will be responsible for leading the implementation of the guest loyalty and service recovery strategy within their territory, with a focus on product education, service excellence, and alignment with the broader Guest Support vision.
• The candidate will serve as the business lead for their territory’s business function, including collaboration with cross-functional partners, community-building initiatives, recruiting, training, coverage planning, and daily operations.
• The candidate will be responsible for reviewing and assessing team performance while leading initiatives to enhance the overall guest experience and key performance indicators for their territory and business function, in collaboration with cross-functional partners.
• The candidate will be required to perform additional projects, duties, and assignments as directed by their manager.

Job Requirements

• The candidate must be available to work a flexible schedule that includes evenings, weekends, and holidays.
• The candidate may be required to travel to key market locations as needed to fulfill work responsibilities.
• The candidate must have 5+ years of people management experience.
• The candidate will be required to demonstrate experience managing performance through leadership teams or operational environments.
• The candidate must have at least 2 years of experience leading large-scale business operations within ecommerce, contact centre, or retail environments.
• The candidate must possess a Bachelor’s degree or an equivalent qualification.
• The candidate must have experience leading a remote team.
• The candidate should have familiarity with Salesforce or other customer experience management platforms.
• The candidate must acknowledge the presence of choice in every moment and take personal responsibility for their actions and decisions.
• The candidate must possess an entrepreneurial spirit and continuously seek innovative ways to achieve strong results.
• The candidate must communicate with honesty and kindness while encouraging others to do the same.
• The candidate must lead with courage, recognizing that the possibility of greatness is greater than the fear of failure.
• The candidate must foster connection by putting people first and building trusting relationships.
• The candidate must demonstrate a positive attitude and balance professionalism with a sense of fun and joy in the workplace.
• The candidate must be legally authorized to work in Canada.

Additional information

Work conditions

• The candidate will be required to support in-person collaboration and connection as an essential part of the company culture.
• The candidate will be required to perform work onsite for a minimum of 4 days per week.

Benefits

If you are interested in applying, please submit your application through the provided channels or options.

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