Key Leader (Lead) | Canberra at Lululemon

Job Description

The Key Leader (Lead) role is a critical component of the store leadership team, with a direct impact on salesfloor team members and the guest (customer) experience on a daily basis. Key Leaders are responsible for leading by example, supporting Educators, delivering an exceptional in-store guest experience, and overseeing all retail floor operations. This role requires the effective use of key performance indicators and metrics to prioritize responsibilities while adapting to daily operational needs and business challenges.

Core Responsibilities

Leadership and People Management

• Support the continuous learning and development of team members through direct feedback, coaching, mentoring, career guidance, and the management of performance concerns.

• Provide recognition, conduct gap assessments, and maintain performance documentation to support and reinforce both professional and personal growth.

• Develop, maintain, and communicate product knowledge and general company information through appropriate communication channels.

Guest (Customer) Experience

• Support team members by leading through example and coaching to ensure an exceptional guest experience that respects guests’ time, including assessing needs, delivering technical product education, and supporting in-store transactions and omnichannel programs.

• Engage with guests to assess individual needs and provide customized, effective purchase and return solutions.

• Deliver technical product education by clearly communicating product features, benefits, and value.

• Address guest feedback, concerns, and escalations promptly to ensure satisfactory resolution.

• Move dynamically across the salesfloor to assess and respond to the needs of the business, team, and guests.

• Inform guests of local community programs and plan and execute local, regional, and area-driven community initiatives (e.g., local run clubs, International Day of Yoga).

Working with Others

• Foster a respectful and inclusive team environment that welcomes and celebrates differences, ensuring a positive experience for both team members and guests.

• Build and maintain supportive, productive working relationships with all team members.

• Collaborate effectively with team members to optimize the guest experience and support store operations.

Operations

• Provide salesfloor leadership, including planning floor coverage and making operational decisions to ensure efficiency and effectiveness.

• Review business data and performance metrics to evaluate progress toward goals and determine necessary adjustments.

• Open and close the store in accordance with established opening and closing procedures.

• Manage product presentation tasks, including restocking, organizing, relocating, and de-stocking merchandise, in line with company standards.

• Assign cleaning tasks to Educators as needed to maintain the store’s premium environment.

• Ensure effective use of in-store technology to support operations and enhance the guest experience.

• Understand and comply with people safety policies and procedures to maintain a safe working environment.

• Perform all duties in accordance with applicable policies, procedures, and legal or regulatory requirements.

What We Look For

• Inclusion & Diversity: Actively creates and supports an inclusive environment that values and celebrates differences.

• Integrity & Honesty: Demonstrates ethical, fair, and honest behavior at all times.

• Guest Experience: Enjoys engaging with, understanding, and supporting guests.

• Collaboration & Teamwork: Works productively with others to achieve shared goals and values diverse perspectives.

• Leadership: Demonstrates the ability and desire to lead, influence, and inspire others; motivates, empowers, develops, and directs team members.

• Candid Communication: Communicates openly and constructively, including sharing concerns when appropriate.

• Decision-Making: Applies logic and sound reasoning to evaluate options and make timely, effective decisions.

People Management

• Serves as a team lead with indirect responsibility for a subset of store employees on the salesfloor or as delegated by the Store Manager.

Job Requirements

Eligibility

• Legally authorized to work in the jurisdiction of the assigned store.

Availability

• Willingness to work a flexible schedule.

Other Willingness Requirements

• Ability to work collaboratively as part of a team while also completing tasks independently.

• Willingness to move throughout the store for the majority of a shift to support guests and complete assigned work.

Experience

• Relevant work experience.

Job Assets (Preferred, Not Required)

• Education: High School or Secondary School diploma or equivalent.

• Education: Bachelor’s degree or equivalent.

• Experience: One year of retail or sales leadership experience (supervisory or people management experience not required).

Additional Information

Candidates who advance to the interview stage will be contacted by a Manager or a member of the People & Culture team. Applicants or employees who require reasonable accommodation to perform the essential duties of the role are encouraged to discuss their needs with a Manager or People & Culture representative during the interview process.

Beyond the Paycheck (Benefits & Perks)

At lululemon, we invest in the whole person—body, mind, and spirit. Our total rewards program includes competitive base pay, a team-based bonus program, paid time off, generous employee discounts, fitness and yoga classes, a parenthood top-up program, and personal and professional development opportunities.