Digital Sales Team Lead (Contract)

Description & Requirements

• This role is open remote across North America and is a contract until end of January 2024. This is an hourly position.

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.
Job Summary
The Team Lead role is an essential part of the Guest Support Innovation team, impacting team members and guest (i.e., customer) experience every day. Team Leads are responsible for providing support to Digital Educators, facilitating an outstanding guest experience through all channels, and overseeing the adherence and operations of their team. Team Leads leverage key performance indicators and metrics to prioritize responsibilities and drive business results on their team, while adapting to day-to-day business adjustments and challenges.
Key Responsibilities

• Responsible for generating sales to support overall program sales goals.
• Ensure team is assessing guests’ needs to provide a personalized, frictionless purchase experience.
• Maintain a high level of knowledge on lululemon policies, procedures, product education, community events and guest experience mandates to support guest interactions.
• Ensures team always follows payment compliance and privacy practices to protect guest, personal and company information.
• Guide Digital Educators in providing technical product education by articulating the value and benefit of the product.
• Ad-hoc projects or assignments to support business needs
• Responsible for monitoring schedule adherence, including scheduled channel, break times, communication catch up, meetings, etc. to ensure team is in compliance with company expectations. Manage performance accordingly to ensure schedule expectations are met.
• Support ongoing learning and development of team members by providing direct feedback, coaching, mentoring, and career path guidance, and addressing performance concerns through weekly, monthly, and quarterly 1x1’s.
• Monitor channel activity to ensure Digital Educators are moving dynamically to any of our channels, at the direction of our Intraday Team, to be where the guest needs them and following expectations. Review and respond to reports from Intraday to maintain a high awareness of business performance.
• Provide team members recognition, gap assessment, and overall performance documentation to support and reinforce career and personal growth.
• Develop, maintain, and disseminate product and general company knowledge through appropriate communication channels.
• Review and coach on quality expectations (QAR) to ensure our Digital Educators are facilitating a seamless end-to-end guest experience by conducting accurate and timely guest transactions and educating on relevant company programs (e.g., omnichannel programs, free shipping, community events and more) according to company standards.

Eligibility

• Education: High school diploma, GED or equivalent, or higher
• Must be legally authorized to work in the United States or Canada
• Minimum of 2 years of leadership experience, preferably in customer service
• Must be 18 years of age or older
• Must have the ability to travel to assigned store with own transportation methods if needed for training and other development

Availability

• Employees are scheduled based on business needs. Shift times range from 4am to 8pm weekdays and 6am to 6pm weekends. Our guests lead lives outside the standard 9-5 and we are right there with them.
• Full time work week is either Tuesday through Saturday or Sunday through Thursday
• Willing to work a flexible schedule including evenings, weekends, and holidays within the shift requirements of our organization

Technology and Remote Work Requirements

• Desk space for one 27" monitor, mouse, keyboard and a laptop computer.
• Your computer must either run Windows 10, macOS Catalina or macOS Big Sur.
• You will require your own hardware for the training period of your employment. After training is complete, we will provide you with a computer to do your work from home.
• Your device must have an available USB port to connect a headset and an anti- virus software that is updated and activated.
• A private, quiet, distraction-free workspace with a door you can shut and work without interruption. This role may require you to be on video with guests, using a virtual background provided by lululemon.
• Internet download speed of 50Mbps or greater, internet upload speed of 15 Mbps or greater and connection has less than 100ms of latency (ping). Hot spots, dial-up and wireless connectivity are not acceptable.