Manager, Retail Operations

1 week ago

Hong Kong Island, Hong Kong SAR China Lululemon Athletica Full time
Manager, Retail Operations (Hong Kong, Macau, Taiwan)

Business Unit: Store Support Centre (SSC)

Time Type: Full-time

Description & Requirements

Who we are

lululemon 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 team

  • Retail Operations is the driving force that guides business efficiencies, solutions, and priorities in the right direction.
  • The Retail Operations Team provides best-in-class support to our retail stores. We serve as a liaison between the SSC and stores to implement key organizational programs, priorities, and objectives.
  • We prioritize and quickly resolve operational issues across our retail network. Through cross-organizational collaboration, we create an environment for successful execution of initiatives and deliver a best-in-class experience for our retail teams.
  • Openings & Optimizations: coordinates the launch of new stores and manages the renovation of existing locations within our fleet.
A day in the life:
  • You are a manager within a large and complex organization, which means providing coaching, feedback, and support to functional leads, retail partners and the country manager.
  • You are always thinking 1-2 years out about how efficiencies within the business can be increased while working on the foundations in the moment to get us there.
  • Your scope of responsibility touches a lot of the business, and your deep understanding of both retail and lululemon helps you drive solutions and ideas that support us to be "best in the world" in guest experience.
  • You are the eyes and ears for the retail team; they rely on you, get coaching and support from you, and you know what they need before they need it.
  • You are the air traffic controller for the business with a strong presence within the leadership team offering guidance around when strategic initiatives/projects should occur in the business.
  • You are a strong conduit between your counterparts in APAC and North America.
  • You are a confident public speaker, presenting to senior executives about requests and recommendations.
  • You are accountable for managing large and complex budgets, which requires you to have strong financial acumen.
  • Your strength is in prioritization, understanding how and when to manage multiple tasks. This skill is passed on to your direct reports, strengthening their expertise in their own prioritization.
  • Your team develops and executes programs, new initiative rollouts, and communication strategies.
  • Your team facilitates, follows up, supports, and gathers feedback on various rollouts/programs.
  • Accountable for delivering urgent solutions when issues impact store operations to ensure stores maintain profitability.

Key responsibilities:

  • Accountable for developing strategies that directly impact day-to-day retail store operations by identifying trends across locations and collaborating with SSC teams to create solutions and optimize processes.
  • Responsible for managing multiple business priorities and workstreams while providing oversight, guidance, and empowerment to team members.
  • Identifies opportunities to improve existing processes, practices, and technologies to better serve retail stores.
  • Ensures SSC subject matter experts deliver operationally sound improvements in process, communication, enrollment, and implementation.
  • Drives strategic collaboration with cross-functional leadership teams to identify integration opportunities, implement improvements, and lead change management initiatives.
  • Delivers urgent solutions during operational challenges to maintain store profitability.
  • Responsible for team development, performance management, and upholding IDEA commitments with direct reports.

Qualifications:

  • 8+ years of retail and operations experience
  • 3+ years of people management experience
  • Experience managing across multiple markets
  • Experience in stakeholder management
  • Strong project leadership skills, with ability to manage multiple complex projects simultaneously and develop project management capabilities in others—ensuring deliverables are completed on time, within budget, and exceed expectations
  • Strong interpersonal and collaboration skills, with proven ability to motivate teams
  • Excellent decision-making, negotiation, and problem-solving skills
  • Outstanding customer service, organizational, and time management abilities
  • Demonstrated ability to align global and local priorities while making strategic business decisions and recommendations
  • Passionate about the lululemon retail floor, guest experience, product placement, and sell-through
  • You must love guest interaction, experience, and the retail platform, and be an innovative thinker
  • Integrity — Do what you say you will do, when you say you will do it
  • Open to giving & receiving feedback — you feel there is always more to learn and have a willingness to admit failures

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.

Beyond the Paycheck (Benefits & Perks): At lululemon, we care for and invest in the whole person – body, mind, spirit. Our total rewards program is designed to support you in achieving your goals and focus on the things you love. In addition to competitive base pay and a team-based bonus program, we also offer paid time off, generous employee discounts, fitness/yoga classes, parenthood top up program and personal and professional development programs. Note: availability of these benefits and perks may be subject to your location & employment type and may have certain eligibility requirements. The Company reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.

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