Guest Ecom Team Lead
Employer: Lululemon
Location: Remote. This role is open to candidates in the UK & Ireland.
Temporary: 14 month contract
Working hours: Full time.
Salary: Not listed
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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.
about this team
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.
a day in the life
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; this includes proficiency in Microsoft Office Suite and PowerBI, with an 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 offer letter.
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.
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