This is a hybrid role based in Vancouver, BC.

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

This role helps set the foundation for the Guest Support teams to hit their SLA's, performing quantitative analysis to establish short term interactions forecasts and determining the associated staffing demand for DE and GEC global volume driven roles. They understand how their work with the forecast impacts the success of the workforce management and operations teams. They provide clear and succinct storytelling to leadership and cross functional teams on forecasting results and methodology. They plan proactively, while reacting quickly and with agility when trends change across the business.

a day in the life: what you’ll do

• Responsible for creation of weekly forecasts for NAM and global GECs (EMEA), and volume driven support roles
• Responsible for assessing and implementing near-term changes to GEC labour model based on sales forecast and trending interactions per order ratios
• Provide quantitative analysis and reporting on forecast performance and key interaction drivers Responsible for proposing and gaining alignment on forecasting revisions and budget impacts based on upcoming initiatives and trends
• Leads regular meetings with Guest Support leadership and key cross-functional partners, ensuring clear analysis and storytelling of data
• Drives the conversation with key cross-functional partners (including but not limited to Distribution Centres, Marketing, etc.) to ensure that the Guest Support teams have all the information needed to make informed decisions around short term impacts to forecast
• Design usability and execution of Guest Support forecasts within scheduling software
• Develops and analyzes department reports on a scheduled and ad hoc basis

qualifications

• Post Secondary Education Required (Data Analytics, Business Administration, Statistics, Mathematics)
• 3+ years in Workforce Management and/or Forecasting Experience
• Strong analytical, problem solving and data mining skills with the ability to summarize and deliver actionable insights or recommendations
• Contact centre experience considered an asset
• Advanced technical skills in MS Excel, SQL and Power BI required
• Strong Time Management skills and ability to prioritize tasks to meet deadlines
• Business mindset with an understanding of the retail industry
• Strong written and verbal communication skills, including presentation abilities

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.

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