Courtney Erin Kelly
Carmichael,CA
Summary
Dynamic and results-driven guest experience leader with a strong track record of leading, coaching, and developing high-performing teams in fast-paced, high-volume environments. Passionate about cultivating a culture of accountability, engagement, and continuous growth by empowering team members to reach their full potential. Skilled in building strong teams, identifying development opportunities, setting clear performance goals, and providing meaningful coaching that drives both individual and organizational success. Recognized for balancing exceptional guest experiences with operational excellence, while inspiring teams to consistently exceed expectations and achieve business goals.
Overview
14
14
years of professional experience
Work History
Assistant Manager, Guest Experience
Lululemon
06.2022 - Current
- Lead a 100+ person organization within a top-performing, high-volume retail environment, overseeing guest experience, team performance, operational execution, and business results during peak periods exceeding $300K in daily revenue.
- Drive performance across critical business KPIs, using data and performance insights to identify opportunities, establish priorities, and implement action plans that consistently maintain guest experience metrics above company benchmarks.
- Develop and execute talent and succession strategies, identifying high-potential team members and creating individualized coaching, mentorship, and development pathways to strengthen the internal leadership pipeline.
- Partner cross-functionally with senior leaders and management teams to analyze budgets, expenses, sales performance, and operational metrics, translating business data into actionable strategies and decisions.
- Lead 10–30 operational direct reports across back-of-house functions while maintaining a holistic view of end-to-end operations, identifying process opportunities and removing barriers to sales floor and customer-facing teams.
- Lead teams through organizational growth, transformation, and change initiatives, maintaining alignment, engagement, and performance while translating evolving business priorities into clear execution plans. Lead the team through a two-phase relocation operation and reopening in a newly renovated storefront with minimal business disruption.
- Build a culture of accountability and continuous development through structured coaching, performance feedback, mentoring, and development check-ins, empowering leaders and team members to take ownership of results.
Key Leader
Lululemon
03.2017 - 06.2022
- Led daily floor operations ina high volume, fast paced, retail environment, ensuring seamless guest experiences while balancing sales, staffing, and operational priorities.
- Coached and developed a team of educators through in-the-moment feedback, leading by example, and performance management to elevate guest experience and drive sales results.
- Built an inclusive & collaborative team culture by encouraging open communication, recognizing individual strengths, and empowering educators to deliver exceptional guest experience.
- Lead the team through peak holiday sales days exceeding $220k-$300k in revenue by optimizing floor coverage, prioritizing guest experience, and keeping the team focused, energized, and aligned with business goals.
Educator
Lululemon
08.2015 - 03.2017
- Built meaningful customer relationships through by identifying each guest's unique needs and connecting through our product. Provided a tailored experience for each new guest.
- Developed expert level product knowledge to communicate features and function effectively.
- Collaborated with cross-functional teams - supported our visual merchandising, inventory processing, and operational teams to support store operations in a fast-paced environment.
Customer Care Representative
ROHA USA
09.2013 - 08.2015
- Managed the full order lifecycle for high-volume corporate accounts using SAP, from order entry to invoicing.
- Maintained customer accounts and provided ongoing account support. Collaborated with cross-functional teams to streamline customer needs (pricing, samples, order adjustments, air freight from overseas).
- Implemented annual pricing increases and communicated new pricing to customers.
Client Service Assistant
Moneta Group
09.2012 - 08.2013
- Served as the liaison between clients and custodians to ensure a seamless, luxury money management experience.
- Managed account transactions, money movement, stock trades and custodial documentation ensuring accuracy and compliance with regulatory standards.
- Prepared and maintained documentation for new and existing clients.
Education
Bachelor of Arts - Psychology
University of Southern California
Los Angeles, CA05.2009
Skills
- Building high-performing teams
- Pipeline development
- Results-oriented leadership
- Recruiting and interviewing
- Strategic planning & sales growth
- Coaching & mentoring
- Sales reporting & analysis
- Conflict resolution
- Employee engagement
- KPI and metrics management
Timeline
Assistant Manager, Guest Experience
Lululemon
06.2022 - Current
Key Leader
Lululemon
03.2017 - 06.2022
Educator
Lululemon
08.2015 - 03.2017
Customer Care Representative
ROHA USA
09.2013 - 08.2015
Client Service Assistant
Moneta Group
09.2012 - 08.2013
Bachelor of Arts - Psychology
University of Southern California