NA Communications Manager, Guest Support (13 Month Fixed-Term Contract - April Start Date)

NA Communications Manager, Guest Support (13 Month Fixed-Term Contract - April Start Date)

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

As NA Communications Manager, Guest Support, you are responsible for leading our communications and engagement strategies across the Guest Support Organization. You have a vision for creating compelling storytelling and employee experiences that connect a workforce across North America and enable business results. Developing and implementing integrated communications strategies, your work involves change and operational communications, fostering two-way dialogue with the Guest Support leadership team and internal stakeholders, and ensuring information is shared with our employees in a timely and considered way. You will act as a strategic consultant to all levels across the organization and make complex communications digestible for our Guest Support teams. You are a change management expert, can manage multiple workstreams and have a love for innovation in order to evolve how we communicate as the business requires.

Known for crafting clear and engaging communications across a wide range of subjects and channels with impeccable writing skills, you are a trusted and strategic partner for executives and department leaders. You thrive in a fast-paced and dynamic environment and meet time-sensitive deadlines. Operating with a global mindset, you know that communication plays a crucial role in supporting business priorities and the employee experience, and you’re always looking at new ways to innovate in this space, which is even more critical in the hybrid and remote work environment of 2025 and beyond.

a day in the life

• Development and execution of Guest Support Internal Communications and Employee Engagement strategy to 2000+ remote employees.
• Responsible for annual initiative planning process for strategic initiatives that impact Guest Support.
• Key partner for cross-functional department teams to identify areas of opportunity for story-telling projects/programs, to elevate employee engagement.
• Lead executive communications including drafting internal comms for VP, Guest Support and other leaders.
• Create and lead in-person and virtual Guest Support internal comms and engagement calendar, such as Town Halls and Kick-Off events, working closely with leadership team and Communications team.
• Working alongside Communications team to manage issues and crisis communication for Guest Support.
• Accountable for managing the total volume of communications, while using data to analyze against budgets and to objectively evaluate success.
• Utilize Guest and Educator insights and analytics to drive innovation to ensure that all appropriate channels are used to reach and engage with different target audiences.
• Own and update internal intranet pages for communications initiatives on a daily + weekly basis, regularly reporting on key indicators to demonstrate the impact of strategy, closely linked to employee engagement surveys.
• Provides written and verbal communication support to Guest Support Leadership teams.
• Closely collaborates and consults with senior leaders, internal stakeholders and other cross-functional departments across the organization, while building trusting relationships.
• Responsible for ongoing innovation in retail communications & partnering to ensure comms technology is innovating alongside.
• Demonstrates a strong awareness and understanding of Diversity, Equity, and Inclusion; ensuring they are reflected in all Guest Support communications activities.
• Additional role and responsibilities as required.

qualifications

• Minimum of 5 years of communications experience including change communications focused on employee experience and engagement; experience in external/internal/retail communications is an asset.
• Outstanding written, presentation and verbal communications skills.
• Experience consulting, coaching, and advising with senior leaders and cross-functional partners.
• Details-oriented and used to thriving in a fast-paced, deadline-driven environment.
• Ability to anticipate and mitigate potential reputation and integrity issues on social channels.
• Self-starter with the willingness to participate and grow in an entrepreneurial atmosphere.
• Adept at understanding and distilling complex, fast moving and unexpected subjects into impactful communications within tight timelines.
• Strong writing skills, along with a healthy balance of visual communication and speaking skills.
• Experience working and consulting with cross functional partners including senior leadership.
• Technologically adept: Comfortable in Smartsheet, Microsoft systems etc.

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 Package

lululemon’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.
• Parenthood top-up.
• Extensive catalog of development course offerings.
• People networks, mentorship programs, and leadership series (to name a few).

workplace arrangement

This 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

Only 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 accommodations@lululemon.com. In your email, please include the position title, the location of the position and the nature of your request.