Program Manager, Voice of Guest (12 Month Contract)
Lululemon Athletica
- Canada
- Permanent
- Full-time
- Acting as the subject matter expert on guest experience measurement tools, metrics, and best practices for collecting, synthesizing, and actioning quantitative and qualitative guest feedback
- Providing Store, Digital, Omni, and GEC (call centre) guest experience insights, highlighting wins and opportunities that empower teams to act on and refine experiences
- Managing 3rd party vendor partnerships to ensure platform capabilities and services enable smooth program operations
- Working closely with business stakeholders, cross-functional support partners, and vendor partners to mature the VoG program through the expansion of listening capabilities, the establishment of processes to continuously measure business goals, and the standing up of our Action Committee to drive guest experience improvements
- Partnering with the Senior Manager, Voice of Guest to set the 3-5-year vision and roadmap to maximize value to the business through the delivery of a best-in-class VoG program
- Lead project briefings with vendors, ensuring deliverables and by-when's are met
- Survey design, programming, QA'ing, and other program operations tasks
- Work with cross-functional support partners / teams to gain access to different data sources
- Design and build reports and dashboards
- 5+ years of experience within a market research or insights role with quantitative and qualitative analytics experience
- 3+ years of experience within customer experience or voice of customer programs
- Degree or equivalent in Business Administration, Marketing, Research, Analytics, or similar field
- Skilled at bringing together quantitative and qualitative data sets from a variety of different sources to identify trends and tell a holistic story
- Strong project management skills, ability to execute and manage projects end to end
- Strong technical skills: Excel, Power BI, PowerPoint
- Excellent communication and presentation skills
- Ability to translate numbers into actionable insights for stakeholders and leaders
- 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.
Authorization to work in Canada is required for this role.Compensation and Benefits Packagelululemon's compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $103,500-$135,900 CAD annually; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program, subject to program eligibility requirements.At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:
- 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)