Program Manager, Voice of Guest (12 Month Contract)

Lululemon Athletica

  • Canada
  • Permanent
  • Full-time
  • 1 month ago
Description & Requirementswho we arelululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.about this teamThe Voice of Guest (VoG) function is a part of the Global Digital, Omni, and Guest Support team, supporting both North America and International business teams by listening to our guests through multiple mechanisms and bringing to light insights that help shape the overall guest experience strategy and key priorities across digital (ecommerce site and app), omni, call centre, and our stores.a day in the life: what you'll doThis role will support the North America (NAM) business teams by:
  • 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
Other key responsibilities for this role may include:
  • 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
qualifications
  • 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
must haves
  • 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.
Additional Notes
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)
Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.workplace arrangementThis role is classified as hybrid under our SSC Workplace Policy:In-person collaboration is important, and much of the role can be performed remotely. Work is performed onsite at least 3 days per week.#LI-Hybrid #LI-EC0Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. lululemon is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment. While management is primarily responsible for seeing that lululemon equal employment opportunity policies are implemented, you share in the responsibility for assuring that, by your personal actions, the policies are effective.lululemon is committed to providing reasonable accommodation to applicants with disabilities. If you would like someone from our team to contact you for individualized support, email us at . In your email, please include the position title, the location of the position and the nature of your request.

Lululemon Athletica