Overview

This role is open to candidates in the UK & Ireland. About The Guest Education Centre 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 EMEA.

Team and role

The Order Support team works in partnership with Distribution Centers, Fulfillment, Omni Risk and other various Ecommerce partners to support with tasks related to guest purchases. As Ecom Team Lead at the Guest Education Centre, you will manage, coach, support, and elevate a group of Order Supports. Additionally, you will collaborate with cross-functional partners to elevate guest experience and create solutions for e-commerce issues as they arise. You are a maverick when it comes to delegating, providing in the moment feedback, and following up on outstanding issues.

Responsibilities

• Responsible for providing ongoing coaching, training, and development to Order Supports.
• Fosters a positive and inclusive team environment
• Strategizes and collaborates with team to execute projects that elevate team engagement and efficiency
• Communicates and works closely with cross functional partners to discuss trends and issues related to ecommerce
• Communicates ecommerce issues that impact guests or service levels to GEC leadership and works with cross functional partner to implement solutions

Qualifications

• Excellent leadership skills with the ability to coach and develop team members
• Strategic problem solver with an operational and creative mindset
• Strong time management skills and ability to prioritize tasks
• Able to demonstrate sound judgement and strong decision making abilities
• Thrives in a rapidly evolving work place
• Coachable, adaptable, and open to change
• GEC experience is preferred
• Secondary level education required, post-secondary education is an asset.

Skills & Qualifications Required

• A commitment to quality, investing in results and a sense of urgency for executing role responsibilities while prioritizing urgent and important work
• The ability to hold yourself accountable to reach your full potential
• Experience leading a team of remote employees and driving key performance indicators
• Excellent verbal and written communication skills
• Ability to effectively coach and inspire team members in a remote work setting
• A commitment to learn, apply, champion, and enrich lululemon’s Business and People Leadership principles
• Strong organizational skills and attention to detail
• Ability to create a positive, inclusive, and welcoming team environment
• Intermediate to advanced computer skills; proficiency in Microsoft Office Suite and PowerBI, with the ability to type 50 wpm, and strong experience navigating the internet
• Contact Centre experience preferred

Work from home — hardware & location expectations

• Contracts are tied to a specific location. The expectation is that work should be exclusively from the specified home location outlined in the original offerletter.
• Employees must use lululemon provided devices, not personal devices.
• Must be able to work from their place of residence that is a quiet, distraction-free environment
• Internet Download speed of 50 Mbps or greater.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Retail

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