lululemon 是一家專門製作瑜伽、跑步、訓練和其他運動項目等機能服飾的創新公司。在高科技布料和功能設計方面,我們樹立標竿,創造顛覆性的產品和體驗,持續在運動健身、心靈成長、人際連結與幸福感方面提供人們所需的協助。我們將成功歸功於創新的產品、對門市的重視、對員工的承諾以及在每個所在社群當中所建立的人際連結。作為一家公司,我們專注於創造正面的改變,期許打造更健康、繁榮的未來。特別值得一提的是,這樣的期許也包含了為我們的員工創造一個公平、包容且注重成長的環境。
工作摘要
關鍵領導人一職是門市領導團隊的重要成員,與日常樓面銷售團隊成員和客戶(即顧客)體驗息息相關。關鍵領導人負責以身作則並支援教育專員,在門市推動出色的顧客體驗,並且監督樓面所有營運業務。關鍵領導人運用關鍵績效指標和度量來安排職責優先順序,並且進行日常業務調整和因應挑戰。
工作的核心職責
領導力和人員管理
- 提供直接的意見回饋、指導、輔導和職業發展指引,並且妥善處理績效問題,以此方式支援團隊成員持續學習和發展。
- 表彰團隊成員表現、提供技能差距評估和整體績效說明文件,以激勵並加強職涯發展和個人成長。
- 透過適切的溝通管道,發展、維護並傳播產品和一般公司知識。
- 支援團隊成員(例如以身作則或提供指導),確保提供卓越顧客體驗,展現對顧客時間的重視,包括評估顧客需求、提供技術產品教育以及支援門市交易和全通路計畫。
- 與顧客互動並評估顧客的獨特需求,提供客製化、有成效的購買與退貨解決方案和支援。
- 清楚表達產品的價值與優點,向顧客分享技術產品知識。
- 妥善處理顧客意見回饋並解決顧客疑慮或呈報的客訴,採取行動讓顧客「稱心如意」。
- 動態巡視整個樓面範圍,以評估並滿足業務、團隊和顧客的需求。
- 告知顧客當地社群計畫。規劃並執行本地、區域性和地區性的社群專案和計畫(例如:本地跑步俱樂部、國際瑜伽日)。
- 秉持真摯友善的態度並頌揚多樣性,營造一個彼此尊重且具包容性的團隊環境,確保為所有團隊成員和顧客打造備受關心且引人入勝的體驗。
- 與所有團隊成員建立充滿支持且有益成效的關係。
- 與團隊成員合作,確保提供理想的顧客體驗,並支援門市營運。
- 為團隊成員提供樓面銷售引導,包括規劃銷售區域範圍並做出決策,以維持樓面經營效率和成效。檢視業務資料和指標,評估目標實現進度並確定是否須進行調整。
- 根據開店與關店檢查清單來準備門市的開店和關店作業。
- 依循公司標準管理產品展示任務(例如,將商品放回原位、補貨,或將售完的商品從庫存補回樓面、減少庫存或改變商品陳列位置)。
- 在值班期間視需要指派教育專員進行營運任務,維護門市環境格調。
- 確保團隊使用門市內的技術來支援門市營運,並提供正面的顧客體驗。
- 瞭解並遵守人員安全政策和程序,以維護安全的工作環境。
- 根據適用的政策、程序和法律或法規來執行工作。
不適用
人員管理
經門市經理委派,擔任團隊領導角色,間接負責在樓面上部分的門市員工
我們尋找的特質
- 包容與多元:建立/支持一個重視/讚揚差異性的包容環境
- 誠信/誠實:秉持誠實、公平與道德的態度行事
- 顧客體驗:熱愛工作且樂於建立連結、理解並協助顧客
- 共同合作與團隊合作: 有效地與他人合作並提供支援來達成目標;尋求合作關係並接納不同觀點
- 領導力:有能力並想要領導、影響和激勵他人;在工作中激勵人員、賦予權力、協助發展和提供指導
- 坦誠交流:願意公開且有建設性地分享考量(即直言不諱)
- 決策:善用邏輯和推理來評估備選方案,並做出有效且及時的決策
資格
- 在受指派門市的司法管轄區內具備合法工作的資格。
- 願意彈性安排上班時間
- 願意與團隊合作,也願意獨立完成工作
- 願意在值班期間的大多數時間於門市樓面走動,協助顧客並完成工作
- 工作經驗
- 教育:高中或中學文憑的同等或更高學歷。
- 工作經歷:1 年零售/銷售經驗
薪資以外事宜(福利與津貼)
在 lululemon,我們注重並投資在身、心、靈的全人發展上。我們的總獎勵計畫旨在協助您實現目標,讓您專注在喜愛的事物上。除了理想的基本薪資和團隊制的獎金計畫外,我們還提供有薪假、慷慨的員工折扣、健身/瑜珈課、親子充值計畫以及個人和專業發展計畫。
請注意:這些福利和津貼的資格可能會根據您的據點和職務類型而有所不同,並可能有一定的資格要求。本公司保留在不事先通知的情況下,隨時更改全部或部分福利的權利。
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 Key Leader role is an essential part of the store leadership team, impacting salesfloor team members and guest (i.e., customer) experience every day. Key Leaders are responsible for leading by example and providing support to Educators, facilitating an outstanding guest experience in the store, and overseeing all operations of the retail floor. Key Leaders leverage key performance indicators and metrics to prioritize responsibilities while adapting to day-to-day business adjustments and challenges.
Core Responsibilities of the Job
Leadership and People Management
- Support ongoing learning and development of team members by providing direct feedback, coaching, mentoring, and career path guidance, and addressing performance concerns.
- 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.
- Support team members (e.g., leading by example or coaching) with ensuring a great guest experience that values guests' time, including assessing guest needs, providing technical product educations, and supporting in-store transactions and omnichannel programs.
- Interact with and assess guests' unique needs to provide customized, effective purchase and return solutions and support.
- Provide technical product education by articulating the value and benefit of the product.
- Resolve guest feedback and address guest concerns or escalations to make it "right" for guests.
- Dynamically provide coverage on the floor to assess and fulfill the needs of the business, team, and guests.
- Inform guests of local community programs. Plan and execute local, regional, and area driven Community projects and initiatives (e.g., local run club, international day of yoga).
- Contribute to a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive and engaging experience for all team members and guests.
- Establish supportive and productive relationships with all team members.
- Collaborate with team members to ensure optimal guest experience and support store operations.
- Provide salesfloor leadership to team members, including planning salesfloor coverage and making decisions to maintain efficiency and effectiveness of salesfloor operations.
- Review business data and metrics to evaluate progress toward goals and determine if adjustments are warranted.
- Open and close the store in accordance with the opening and closing checklists.
- Manage product presentation tasks (e.g., put items back in place, restock or add depleted items to the floor from inventory, destock or relocate items) according to company standards.
- Assign Educators cleaning tasks as needed throughout the shift to maintain the luxury environment of the store.
- Ensure team uses in-store technology to support store operations and provide positive guest experiences.
- Understand and adhere to people safety policies and procedures to maintain a safe work environment.
- Perform work in accordance with applicable policies, procedures, and laws or regulations.
- Team lead role indirectly responsible for subset of store employees on the floor or as delegated by Store Manager
- Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences
- Integrity/Honesty: Behaves in an honest, fair, and ethical manner
- Guest Experience: Enjoys working and connecting with, understanding, and helping guests
- Collaboration and Teamwork: Works productively with and supports others to achieve goals; seeks partnerships and diverse perspectives
- Leadership: Is able and desires to lead, influence, and inspire others; motivates, empowers, develops, and directs people as they work
- Candid Communication: Is willing to openly/constructively share concerns (i.e., straight talk)
- Decision Making: Uses logic and reasoning to evaluate alternatives and make effective, timely decisions
Eligibility
- Legally eligible to work in the jurisdiction of the store which you are assigned to.
- Willing to work a flexible schedule.
- Willing to work as part of a team and also complete work independently
- Willing to move through a store for most of a shift to help guests and accomplish work
- Work experience
- Education: High School or Secondary School diploma, equivalent or above
- Experience: 1 year of retail/sales
Beyond The Paycheck (Benefits & Perks)
At lululemon, we care for and invest in the whole person - body, mind, spirit. Our total rewards program is designed to support you in achieving your goals and focus on the things you love. In addition to competitive base pay and a team-based bonus program, we also offer paid time off, generous employee discounts, fitness/yoga classes, parenthood top up program and personal and professional development programs.
Note: availability of these benefits and perks may be subject to your location & employment type and may have certain eligibility requirements. The Company reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.