Dynamic Assistant Store Manager – Customer Experience & Retail Leadership at brighthush

About brighthush

brighthush is a leading retailer dedicated to enriching the lives of pets and their families. With a nationwide footprint and a passionate community of over 50,000 associates, we have built a reputation for exceptional service, innovative products, and a culture that celebrates teamwork, growth, and a shared love for animals. Our mission is simple: to provide every pet parent with the knowledge, tools, and support they need to give their pets the best possible care. As we continue to expand, we’re looking for dynamic leaders who can help us elevate the customer experience, drive business results, and inspire a high‑performing team.

Job Overview

As an Assistant Store Manager – Customer Experience at brighthush, you will be the heartbeat of our store’s daily operations. You’ll partner with the Store Manager to create a welcoming, safe, and engaging environment for both customers and associates. Your focus will be on delivering memorable pet‑parent interactions, fostering a culture of continuous improvement, and ensuring that every team member has the tools and support they need to thrive.

Key Responsibilities

People Leadership & Development

• Recruit, interview, hire, coach, and mentor a diverse team of associates, ensuring alignment with brighthush’s values and performance standards.
• Facilitate associate development through regular performance reviews, recognition programs, team events, and succession planning.
• Address and resolve associate complaints, grievances, and performance issues with empathy and a solutions‑oriented mindset.
• Delegate daily tasks, prioritize workloads, and validate completion to meet customer and store objectives.
• Champion a culture of empowerment, safety, and inclusion, celebrating high‑performing associates and fostering a collaborative team spirit.

Customer Experience & Service Excellence

• Lead the customer journey across all touchpoints—store, phone, online, and in‑person—ensuring a seamless, personalized experience.
• Oversee the execution of pet‑parent services, including salon, training, hotel, and day‑camp, as well as live pet sales and adoptions.
• Conduct monthly Services Walks to verify compliance with policies, procedures, and the brighthush code of ethics.
• Respond promptly to escalated customer concerns, providing resolution and maintaining brand integrity.
• Coordinate store events, marketing initiatives, and community outreach to drive foot traffic and brand engagement.

Business Management & Financial Accountability

• Collaborate with the Store Manager to set and achieve P&L targets, including sales, shrink, labor, and inventory metrics.
• Analyze store performance data, identify trends, and implement action plans to optimize profitability.
• Manage operational expenses, including labor scheduling, supply orders, and capital expenditures.
• Leverage home‑office resources to submit work orders, purchase card requests, and track store‑related projects.
• Ensure compliance with safety protocols, including immediate response to sick or injured pets and coordination with veterinary services.

Essential Qualifications

• 3–5 years of retail leadership experience or a customer‑focused role in a high‑volume environment.
• Full‑time availability with flexibility to work evenings, weekends, and holidays as required.
• Proficiency in computer applications (POS, Microsoft Office, inventory systems).
• Strong written and verbal communication skills, with the ability to influence and inspire.
• Exceptional organizational skills, attention to detail, and the ability to thrive under pressure.
• Experience supervising 1–6 lead associates and 10–70 non‑lead associates, with a track record of driving team performance.

Preferred Qualifications

• Background in pet care, veterinary services, or a related field.
• Experience managing multi‑service retail environments (e.g., salon, training, hotel).
• Knowledge of retail analytics tools and performance dashboards.
• Demonstrated ability to lead change initiatives and implement process improvements.

Core Competencies & Skills

• Leadership & Coaching: Ability to develop talent, set clear expectations, and foster a culture of accountability.
• Customer‑Centric Mindset: Passion for delivering outstanding service and creating memorable moments for pet parents.
• Business Acumen: Strong analytical skills to interpret data, identify opportunities, and drive profitability.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Adaptability: Comfortable navigating a fast‑paced, evolving retail environment.
• Integrity & Ethics: Commitment to brighthush’s code of ethics and a safe, respectful workplace.

Career Growth & Development Opportunities

At brighthush, we believe that every associate has the potential to grow. As an Assistant Store Manager, you’ll gain exposure to:

• Advanced leadership training programs that cover strategic planning, financial management, and people development.
• Cross‑functional projects that allow you to collaborate with merchandising, marketing, and operations teams.
• Mentorship from senior leaders who are committed to your professional journey.
• Clear career pathways to Store Manager, Regional Manager, and beyond, supported by our internal promotion culture.

Work Environment & Company Culture

brighthush offers a vibrant, inclusive, and energetic work environment where associates are empowered to make a difference. Our culture is built on:

• Teamwork: Collaborative problem‑solving and shared success.
• Innovation: Continuous improvement and creative solutions to enhance the customer experience.
• Respect: A safe, supportive space where every voice is heard.
• Community: Engagement in local pet‑parent events, adoption drives, and volunteer opportunities.

Compensation, Perks & Benefits

While specific compensation will be based on experience, location, and performance, brighthush offers a competitive package that includes:

• Paid weekly wages and a comprehensive health & wellness benefits package.
• 401(k) plan with company match to help you plan for the future.
• Paid time off for full‑time associates, ensuring you have time to recharge.
• Associate discounts on pet products, services, and partner offerings.
• Tuition assistance and professional development programs to support your growth.
• Quarterly incentive plans tied to store performance and individual contributions.

How to Apply

Ready to make a meaningful impact every day? Join the brighthush family and help us continue to do Anything for Pets. Submit your application today and share your story with us. We’re excited to learn how your passion, experience, and leadership can help us elevate the pet‑parent experience and drive our store’s success.