Digital Engagement Specialist (Remote Can/Us)

Description & Requirements
This role is open remote across North America and is a permanent position.
Who We Are
lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.
About This Team
The Digital Engagement team, part of the Guest Support organization at lululemon, is responsible for engaging with our guests on our social media channels of behalf of the global lululemon brand. As a Digital Engagement Specialist, you will support the Digital Engagement Manager, Operations Manager, and Team Leads in the day-to-day operations that aid the front-line team of Digital Engagement Community Supports. You have a forward-thinking mentality, always seeking out opportunities to improve the overall program and workflows. Partnering with our internal stakeholders, you will identify opportunities, develop, and deliver solutions, and relentlessly pursue an exceptional experience through innovation. This role is focused on creating and elevating our social engagement by supporting new initiatives that ensure we are recognized as a leader in digital engagement.
Role Responsibilities

• Supports the Digital Engagement Manager and Operations Manager to deliver on annual objectives and key priorities.
• Supports with reviewing or consulting on existing internal and cross-functional processes, adapting them as needed, and enrolling the team in any changes.
• Oversees implementation, timeline, and management of projects that contribute to the success of department objectives across pre-purchase support, post-purchase support, and general brand/community engagement.
• Leads program meeting strategy, partnering with Learning & Leadership and Digital Engagement Operations Manager to ensure content is relevant and delivered to all facilitators.
• Defines and adapts structure and process for ongoing day-to-day Sprinklr management among the members of the Digital Engagement leadership team.
• Supports or leads change management and adoption efforts.
• Audit, analyze and evaluate initiatives post implementation to ensure objectives have been fulfilled.
• Leads Digital Engagement Team’s Issues Management strategy: defines and revises the process for day-to-day escalations on social media platforms, leads ongoing technological enhancements, and establishes clear roles and responsibilities for crisis management during all operating hours. Partners with
• Maintains operations calendar and ensures Digital Engagement team is set up with engagement strategy, brief, and required communications for all Campaigns.
• Partners with the Guest Messaging and Internal Communications teams to define and adapt the department’s content and communications strategy.

Qualifications

• Familiarity with Sprinklr or other customer experience management platforms is an asset.
• Experience with high volume, brand crisis situations is an asset.
• Post-secondary degree required.
• Social media knowledge and experience is an asset.
• You are agile and understand that social media can be unpredictable.
• You are comfortable working in a fast paced, ever-changing environment.
• 2-5 years of experience in digital guest experience

Must Haves

• Fosters connection by putting people first and building trusting relationships.
• Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously.
• Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
• Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Communicates with honesty and kindness and creates the space for others to do the same.