Manager, Retail Daily Operations

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 Retail Operations team is the bridge between the SSC (Store Support Centre) and the Retail stores and play a pivotal role in representing the stores voice at the SSC. We lead initiatives that transform our Retail and Guest experience, and love strategic, resourceful and innovating people that excel at operations. We touch all aspects of the store operations, including making sure stores are seeing positive results that meet and exceed company goals. You are passionate about supporting our stores and are best in class at completing complex projects in record time. In partnership with SSC and Store leaders, Retail Operations works on new initiatives that elevate and support the demands of running a store.

About this role

Reporting to the Senior Manager- Retail Operations, you will be responsible for the day-to-day resources and principles for driving operational excellence in all store formats across 10 Retail operated markets. Delivering targeted coaching and support for stores to elevate and close gaps in retail performance. This role will also be responsible for the programming and delivery of all daily and product operations initiatives to support guest/educator interaction on the sales floor across all EMEA stores.

A day in the life:

• Responsible for the creation of the Daily Operations strategy to drive operational excellence, best in class Product Operations, risk management and business performance
• Lead, manage and develop the Daily Operations team in market
• Oversees the programming, planning, enrolment and implementation for all Daily & Product Operations projects and activities
• Accountable for evolving the daily operations strategy via internal and external research, feedback and insights
• Responsible for elevating the Educator experience by regularly visiting stores and seeking out new ways of working and optimisations
• Leads business reviews with key external partners to drive performance, quality and service to our team and guests
• Creates and fosters deep collaboration between the Daily Operations function and Retail / SSC partners, ensuring SSC subject matter experts deliver an output of operationally sound process improvement, communication, enrolment, and implementation.
• Identify opportunities for process and procedure improvement to maximise efficiencies
• Accountable for delivering urgent solutions when issues impact store operations to ensure stores maintain profitability
• Responsible for the strategy, maintenance and management of the Retail Operations Manual, ensuring all current and future processes and procedures are documented to ensure consistency in standards and compliance is driven to a high standard
• Develop and maintain key partnerships with Regional Managers, and store teams to gather feedback and learnings to influence current projects and create new/improved processes
• Partners with Retail Operations leadership team to ensure all relevant pillar strategies are aligned upon and programming throughout the year is considered, timely and effective
• Partners with International counterparts to share learnings, best practice and foster collaboration on Daily Operations initiatives impacting all regions

Qualifications

• 10+ years of retail and operations experience
• 5+ years of people management experience
• Skilled communicator and facilitator
• Self-starter comfortable creating structure and strategy
• Experience in stakeholder management
• Strong project leadership skills with ability to manage multiple complex projects simultaneously and develop project management skills in others to ensure projects are complete on time and on budget and meeting or exceeding expected results
• Strong interpersonal and collaboration skills with an understanding of how to reach and motivate people
• Excellent decision making, negotiation and problem resolution skills
• Extraordinary customer service, organisational and time management skills

Must Haves

• Passionate about time in stores- must be focused on enhancing the team experience across Retail
• 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 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

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