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

About brighthush

At brighthush, we’re more than a retail destination – we’re a community of pet lovers, service experts, and retail innovators dedicated to making every pet parent’s experience unforgettable. With a nationwide footprint that spans thousands of stores, brighthush has earned a reputation for blending cutting‑edge technology, personalized service, and a culture that values teamwork, integrity, and continuous growth. Whether you’re a seasoned retail professional or a passionate newcomer, you’ll find a place where your skills are celebrated, your ideas are heard, and your career can flourish.

Why Join brighthush?

We believe that the heart of any great store is its people. That’s why we invest in our associates through comprehensive training, mentorship, and a clear career path that rewards performance and dedication. As an Assistant Store Manager – Customer Experience, you’ll be at the forefront of shaping the customer journey, leading a high‑performing team, and driving the store’s financial success. In return, you’ll enjoy competitive pay, a robust benefits package, and a work environment that feels like a second home.

Job Summary

As the Assistant Store Manager – Customer Experience, you will partner with the Store Manager to deliver exceptional service to pet parents, oversee daily operations, and cultivate a culture of empowerment and safety. Your leadership will directly influence customer satisfaction scores, sales performance, and the overall health of the store. You’ll be responsible for people management, store experience, and business outcomes, ensuring that every pet parent leaves brighthush with a smile.

Key Responsibilities

• People Leadership
  • Recruit, interview, hire, coach, and, when necessary, terminate associates to build a high‑performing team.
  • Facilitate associate development through performance reviews, recognition programs, team events, and succession planning.
  • Address and resolve associate complaints, grievances, and performance issues with empathy and fairness.
  • Prioritize, delegate, and validate daily tasks to ensure business and pet parent needs are met.
  • Lead and coach associates on safe handling of pets, ensuring the well‑being of animals in our care.
  • Coordinate staffing coverage for key store areas, balancing labor costs with service quality.
  • Communicate company priorities and updates to associates, fostering alignment and accountability.
  • Recognize and celebrate associate achievements that drive engagement and customer satisfaction.
• Overall Store Experience
  • Champion the customer experience across all touchpoints – in‑store, online, and over the phone.
  • Oversee pet parent interactions in services such as salon, training, hotel, and day camp.
  • Manage live pet sales and adoption events, ensuring compliance with all policies and procedures.
  • Conduct monthly Services Walks to validate policy execution and identify improvement opportunities.
  • Take immediate action when a pet is sick or injured, coordinating transport to veterinary care.
  • Collaborate with the Store Manager on opening and closing procedures, upholding brand standards.
• Business Management
  • Drive revenue growth by identifying and executing sales opportunities, while maintaining P&L accountability.
  • Manage labor and supply expenses, ensuring efficient use of resources.
  • Leverage home office partners for work orders, purchase card allocation, and operational support.
  • Work closely with service associates to optimize productivity, scheduling, and customer service metrics.

Essential Qualifications

• 3–5 years of retail leadership or customer‑focused experience.
• Full‑time availability with flexibility for evenings, weekends, and holidays.
• Proficiency in computer applications (POS, Microsoft Office, inventory systems).
• Exceptional written and verbal communication skills.
• Ability to remain calm under pressure and maintain composure in fast‑paced environments.
• Strong organizational skills and meticulous attention to detail.
• Experience supervising 1–6 lead associates and 10–70 non‑lead associates.
• Knowledge of retail operations, customer service best practices, and basic financial acumen.

Preferred Qualifications

• Experience in pet retail or related service industry.
• Background in training or coaching associates.
• Familiarity with safety protocols for handling animals.
• Proven track record of meeting or exceeding sales and customer satisfaction targets.
• Leadership experience in a high‑volume retail environment.

Skills & Competencies

• Leadership & Team Building
• Customer‑Cent Apply for this job