Manager, GEC (12-Month Contract)
Requirements
Description & Requirements
This is a remote opportunity for candidates based in Canada with a preference for those within 75km distance to Vancouver, BC or Toronto, ON.
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.
About This Team
The Guest Education Centre (GEC) is lululemon’s contact centre and is our vital frontline connection with our guests through a variety of channels in North America. Our remote GEC Educators handle upwards of 10,000+ interactions per day across 4 channels; phone, live-chat, email, and text. The Manager, GEC leads the operations of lululemon’s contact centre and remote teams. They are responsible for leading the execution of a world-class guest and employee experience. The Manager effectively drives for results through others; influencing partners for better guest experience, developing future leaders in the world, and building a culture that strives for excellence and challenges the status quo.
Key Responsibilities
- Leads and coaches through the company vision, mission, and core values; instilling the culture in all aspects of the GEC
- Provides consistent leadership coaching and feedback to their Operations Managers, developing their skills to achieve strong business results
- Oversees all aspects of the GEC’s operational performance in their location, delivering on all contact centre operational, guest experience and financial KPI’s
- Business lead for their location, including interface with cross-fuctional partners, community-building, recruiting, training, and day-to-day operations
- Successfully leads recruiting and training of a diverse leadership team who delivers world-class guest experience, and maintains a strong leadership pipeline throughout the year.
- Collaborates with the Guest Support management team to create long-term strategies, annual operating plans and financial cases.
- Communicates effectively both with senior leadership and with Educators, partners seamlessly with Guest Support teams around North America, represents their team in cross-functional meetings.
- Under the direction of the Senior Manager, GEC, the Manager, GEC performs/completes other additional projects, duties, and assignment as required and/or by request.
Qualifications
- Undergraduate degree preferred
- 4-5 years of progressive leadership experience working in an operations-based environment
- Relevant contact centre operations and leadership experience required
- Relevant e-commerce and retail experience required
- Experience building budgets and managing P&L statements
- Experience working with PowerBI, Excel and other Microsoft Office product
- Ability to hold cross-functional partners and peers accountable
- Excellent communication skills, both written and verbal
- Experience working on cross-functional teams
Must Haves
- Passion for customer service and delivering an exceptional experience for guests.
- Acknowledges the presence of choice in every moment and takes personal responsibility for their life.
- Possesses an entrepreneurial spirit and continuously innovates to achieve great results.
- Communicates with honesty and kindness, and creates the space for others to do the same.
- Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.
- Fosters connection by putting people first and building trusting relationships.
- Integrates fun and joy as a way of being and working, aka doesn’t take themselves too seriously.
Compensation And Benefits Package
lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $107,500 - $141,100 CAD annually; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program, subject to program eligibility requirements.
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
- Extended health and dental benefits, and mental health plans
- Paid time off
- Savings and retirement plan matching
- Generous employee discount
- Fitness & yoga classes
- Parenthood top-up
- Extensive catalog of development course offerings
- People networks, mentorship programs, and leadership series (to name a few)
Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.
Workplace Arrangement
This role is classified as Remote – Field Based under our SSC Workplace Policy:
Remote – Field Based
Field/Community-based work is necessary or important within a designated area, with relevant travel required.
