lululemon

Who we are 

lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.

About the team

Educators are the driving force behind lululemon and the representatives of the brand. As GEC educator, you will be part of the E-commerce team and create a “wow” guest experience through various lululemon communication channels.

A day in the life

• Educate on lululemon’s product, community, brand, culture, etc. to our guests through our communication channels including phone, email, 1:1 inquiries, live-chat, etc.
• Manage guest order and product information including but not limited to payments, cancellations, exchanges, returns, and refunds, using various backend systems
• Collaborate with Distribution & Logistics team and other 3rd party partners to answer to guest inquiries and requests including but not limited to online order management, cancellations, shipping, returns, etc.
• Respond and take necessary action to online and offline store related compliments and complaints
• Update guest communication notices (product/shipping info) online
• Write daily, weekly, monthly GEC communication recaps and report to the Digital Operations Specialist
• Have hands-on experience on weekly new products and write reviews for our online stores for an elevated guest experience
• Monthly offline store shifts to communicate with our guests face-to-face, feel our products, and gather new information and skills for a better guest-orientated experience
• Keep a broad knowledge base of our products, brand campaigns, community events, e-commerce and retail related information to assist with all related inquiries.

Qualifications

• Extraordinary guest interaction top of mind; retail and/or customer service experience is an asset
• Business English is required for global cross-functional communication, mainly Hong Kong and Vancouver
• Ability to share with our guests the #thesweatlife experience and passion is an asset 
• Great communication skills, both verbal and written
• Strong problem-solving skills
• Excellent team player and ability to work independently
• Upbeat, optimistic, passionate, friendly, and authentic
• Amazing organizational and time-management skills
• Proactive, always looking to elevate guest experience
• Responsible and dependable

Must haves:

• 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.