engagement manager Remote
Job description
This role is open remote across North America.
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 the role
The Manager, Digital Engagement will support the Senior Manager, Guest Support Innovation in driving the long-term strategy and daily business of the Digital Engagement team. The Manager, Digital Engagement directly oversees the Operations Manager and Program Specialist in the day-to-day operations and projects that aid the front-line team of Digital Engagement Community Supports. They will also be responsible for creating and maintaining cross-functional partnerships beyond Guest Support, with a focus on the Brand and Communications teams. They are responsible for both the long-term vision and strategy, as well as the day-to-day business operations.
Key Responsibilities
- Leads and coaches through the company vision, mission and core values; instilling the culture in all aspects of their role.
- Maintains and adapts the Digital Engagement vision, strategy, and priorities in alignment with Guest Support organization objectives.
- Sets and reviews department KPIs and provides consistent coaching and feedback to hold team accountable to results.
- Acts as the business lead for the department: interfaces with cross-functional partners, secures required resourcing, and gains alignment on cross-department processes. Collaborates with Guest Support leaders to create long-term strategies, annual operating plans, and financial cases.
- Sets and revises the guest engagement strategy based on changes in the environment of social media and current cultural events.
- Partners closely with Corporate Communications to ensure the Digital Engagement team is operating in alignment with lululemon’s global social guidelines.
- Successfully leads recruiting and training of a diverse team and maintains strong pipeline throughout the year.
- Communicates effectively with both senior leadership and educators, and partners seamlessly with Guest Support teams across the organization.
- Informs bonus metrics and strategy for hourly roles within the Digital Engagement department.
- Represent the Digital Engagement team in campaign meetings and ensure team’s engagement reflects the desired outcome of lululemon campaigns.
- Partner with technology teams and Sprinkle teams to support in identifying what platform updates are required to improve upon guest experience over social media.
- Lead partnership with Voice of Guest team to ensure social engagement guest insights are properly reported on and shared out to relevant partners.
- Experience in managing guest-facing teams across social media platforms and public engagement
- Background in operational processes, business transformation and/or program management
- Strong stakeholder management to coordinate across various functions
- Strong core consulting skills (demonstrated track record of quality delivery, interpersonal and cross-functional relationship skills)
- Demonstrated experience in developing and delivering executive level presentations, exceptional written and verbal communication skills
- Experience leading complex projects an asset
- Ability to organize, set priorities, identify risks and manage multiple projects on tight deadlines
- Ability to hold cross-functional partners and peers accountable
- Strong communication skills, both written and verbal
- Thrives in a rapidly evolving, ambiguous workplace.
- Coachable, adaptable, and open to change.
- Responsible and dependable with the utmost integrity.
- Friendly, upbeat, optimistic, and authentic.
About lululemon
CEO: Calvin McDonald
Revenue: $2 to $5 billion (USD)
Size: 10000+ Employees
Type: Company - Public
Website: https://careers.lululemon.com/careers/WhatWeDo
Year Founded: 1998
