People Experience Specialist

The People Experience Specialist acts as a trusted advisor and plays an essential role in guiding and advising staff in North America on their resources, guidance on employee issues, and providing objective resolutions, ensuring proper interpretation and fair application of employment policies, and navigating tricky employment situations while ensuring a fair, consistent people-led approach.

You hold sacred our Lush culture and values through fearless leadership and owning the experience of every employee and customer in your shops. You grow talent by motivating, encouraging, and coaching the retail business in people best practices as relates to safety, well-being, compliance, and integrity between our business and people; you know how to be curious about their opportunities and how to be real with feedback and support.

Lush values people who can adapt and evolve to the needs of our business, analyze and interpret metrics, and translate strategy into behaviors that drive sales and improve profit. Our Lush employees live with purpose, finding their personal value connection with the values of our business, bringing their work and life paths into one holistic journey.

Core Responsibilities:

• Independently manage and resolve a high volume of performance and employee relations challenges, separations, investigations, terminations, and leaves across North America
• Partner closely with client groups to provide guidance to different levels of leaders on complex employee relation issues and effective conflict resolution
• Independently manage a high volume of workplace investigations, including bullying, harassment, workplace violence, fitness for work, and general misconduct
• Handle employee injuries and workplace compensation claims
• Drive employee engagement through quarterly site visits and execution of people compliance and engagement audits
• Independently lead temporary and permanent layoffs, as well as shop closures, ensuring compliance and execution
• Partner with managers to initiate, deliver, and monitor performance improvement plans, providing coaching and guidance throughout the process
• Collaborate closely with Compliance to ensure adherence to employment standards, including meal and break requirements, scheduling, work eligibility, and mandatory compliance training including health and safety
• Review and assess all accommodation requests, including required medical documentation, and partner with managers to implement appropriate accommodations
• Support the hiring process and ensure internal customers are knowledgeable in the tools and resources for hiring, onboarding, and training staff
• Navigate, guide, and advise Lush employees on any question or topic, sharing the right information and directing them to the right place and people to resolve their issue
• Lift up employee feedback or complaints to the appropriate teams and facilitate dialogue to resolve conflicts
• Objectively assess complaints and determine the proper protocol through various partnerships across the business. Involve the right people and report back on results
• Promote wellbeing resources provided through third-party vendors, ensuring staff are taking advantage of available programs and working with the benefits team to improve metrics
• Maintain expert knowledge of emergency protocol, safety procedures, and incident response; responsible for coordination of efforts with local teams and involvement of the right teams at the right times
• Support the return-to-work process for employees who’ve taken leave, acting as a liaison between the benefits team, employee, and manager to ensure a smooth transition
• Support staff and managers in time and attendance best practices, including following break and meal rules, availability and scheduling agreements, and time off, accommodation, and leave requests
• Maintain expert knowledge of policies and procedures and consistently reference them in work with employees
• Maintain expert knowledge of current Lush events and changes that may impact staff, interpret company information, and share the correct resources
• Maintain expert knowledge in policies, operations, benefits, time and attendance, compensation, leaves, accommodations, and people practices
• Collect relevant and accurate data and report on trends, including escalation of more serious issues

Qualifications:

Required:

• 2+ years direct employee relations experience, specifically working on employee complaints, time and attendance issues, leaves, workplace investigations, terminations, and application of policy
• Proficient HR experience in your geographical area of responsibility
• Knowledge of employment law in your area of responsibility
• Knowledge of employment policies and practices as related to your business area
• Ability to conduct a high volume of workplace investigations free of bias, articulate to root challenges, consider legal, business, and personal implications in recommending a comprehensive solution
• Ability to maintain confidentiality, take thorough notes, and follow through on outcomes
• Strong investigation skills including objective note-taking and labor law compliant questioning techniques
• Excellent listening and communication skills
• Excellent analytical, critical thinking, and troubleshooting skills
• Excellent organization and time management skills
• Proficient in Excel, Microsoft Suite, GSuite, and adaptable to other systems as required
• Ability to travel up to 25% both in-market and within North America for meetings and site visits as needed

Preferred:

• 2+ years in retail or manufacturing people support
• HR coursework, degree, or certification a plus
• Experience in cross-cultural collaboration and DEIB or social justice training
• Fluency in Spanish, French, or other languages