[Remote] Manager, GEC Digital Sales, West

Note: The job is a remote job and is open to candidates in USA. lululemon is an innovative performance apparel company focused on creating transformational products and experiences. The Manager, GEC Digital Sales is responsible for leading the contact centre's revenue driving team in Western North America, implementing sales strategies, and managing a diverse team to enhance guest experience and drive revenue results.

Responsibilities

• Manage and grow a diverse leadership team from a distance, through regular check-in conversations, ongoing performance documentation, the annual evaluation process, and business goal setting.
• Support learning and development consistently and equitably by providing feedback, coaching, mentoring, and career path guidance, creating a diverse talent plan for their region.
• Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members, virtually and in person as required.
• Communicate effectively both with senior leadership and front-line Educators, partners seamlessly with Guest Support teams across North America, and represents their team in cross-functional meetings.
• Partner on and deliver operational strategies to enroll team in priorities of the business and ensure they meet or exceed key performance indicators.
• Address all employee concerns and issues, including knowing when to partner with cross functional partners to take appropriate action.
• Maintain and execute territory’s people vision for their business function, develop and implement in-year strategies to enhance team engagement and morale, in alignment with broader Guest Support vision, including managing monthly + quarterly rewards budget for your team.
• Lead implementation of the sales strategy for their territory, focused on driving revenue results through product education and delivering a high level of service, in alignment with broader Guest Support vision.
• Lead execution of strategies to adapt and incorporate technical product education to a virtual environment in partnership with Learning & Leadership teams.
• Identify and implement new opportunities to generate revenue through building brand and membership awareness, inclusive of inbound, outbound, and retention plans, ensuring delivery of a premium guest experience and revenue targets for your territory.
• Business lead for their territory’s business function, including interfacing with cross-functional partners, community-building, partnering on recruiting, training, and coverage needs, and day-to-day operations.
• Review and assess team performance and lead enhancement of the overall guest experience and key performance indicators for their territory and business function, collaborating with cross functional partners to remove barriers as needed.
• Under the direction of your manager, perform/complete other additional projects, duties, and assignment as required and/or by request.

Skills

• Must be legally authorized to work in the country where their region is located
• Role requires a flexible schedule including evenings, weekends, and holidays
• Role may require travel to key market locations to accomplish work, as needed and as requested
• 5+ years people management experience
• Experience driving performance through other leaders and/or leading in an operations-based environment
• 2+ years leading large scale business operations (ecommerce, contact centre or retail)
• 2+ years sales specific management experience
• 2-5 years experience in a digital sales environment
• Creates/supports an inclusive environment that values/celebrates differences
• Is able and desires to lead, influence, and inspire others; motivates, empowers, develops, drives for performance, and directs people as they work
• Navigates uncertainty and ambiguity and can change priorities in a fast-paced environment
• Works productively with and supports others to achieve goals; seeks partnerships and diverse perspectives
• Takes initiative to ensure the success of the business and drives toward accomplishing big goals; is innovative and owns results
• Identifies opportunities for improvement; evaluates alternatives and makes effective, timely decisions
• Considers the lasting implications of decisions; sets a plan and makes decisions aligned with company strategy, vision, and values
• Is able to quickly understand and address business information (e.g., profit and loss statements, budgets and sales forecasts, digital strategy and approaches, contact centre key performance reports)
• Leads others through change processes and uncertainty
• Exceptional communication skills, both verbal and written, with the ability to tailor communication to interact with a variety of audiences
• Acknowledge the presence of choice in every moment and take personal responsibility for your life
• Possess an entrepreneurial spirit and continuously innovate to achieve great results
• Communicate with honesty and kindness and create the space for others to do the same
• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure
• Foster connection by putting people first and building trusting relationships
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously
• Education: Bachelor’s degree or equivalent
• Experience leading people remotely
• Familiarity with Salesforce or other customer experience management platforms an asset
• Experience in marketing or building new sales strategies an asset

Benefits

• Extended health and dental benefits, and mental health plans
• Paid time off
• Savings and retirement plan matching
• Generous employee discount
• Fitness & yoga classes
• Parenthood top-up
• Extensive catalog of development course offerings
• People networks, mentorship programs, and leadership series (to name a few)

Company Overview