Retail Loss Prevention & Customer Service Associate II – Front‑Store Security & Incident Management Specialist

About brighthush and the Retail Loss Prevention Team

brighthush is a global leader in retail innovation, dedicated to creating safe, inclusive, and customer‑centric shopping experiences. With a portfolio that spans apparel, home goods, and specialty merchandise, we serve millions of shoppers worldwide while maintaining the highest standards of security and service. Our Retail Loss Prevention & Customer Service team is the frontline guardian of our brand’s integrity, ensuring that every customer interaction is safe, respectful, and memorable. If you thrive in a fast‑paced environment, love problem‑solving, and are passionate about protecting people and products, brighthush invites you to join our dynamic team.

Key Responsibilities

Front‑Store Presence & Observation

• Maintain a visible, approachable presence in the store, greeting customers and staff with professionalism and warmth.
• Continuously scan the environment for suspicious activity, potential theft, or safety hazards, using keen observation and situational awareness.
• Actively engage with customers to provide assistance, answer questions, and direct them to the appropriate department or manager.
• Use body‑worn cameras and other monitoring tools responsibly, ensuring compliance with privacy and legal guidelines.

Incident Management & Documentation

• Respond promptly to customer requests, security incidents, or emergencies, following established protocols.
• Document all incidents accurately in the AIIM Case Management system, including details of the event, individuals involved, and actions taken.
• Collaborate with store management to debrief and analyze incidents, contributing to continuous improvement of loss prevention strategies.
• Maintain detailed logs of daily activities, observations, and any irregularities for audit and reporting purposes.

Uniform & Equipment Management

• Wear and maintain the designated uniform and body‑worn camera equipment, ensuring they are clean, functional, and compliant with brand standards.
• Perform routine checks on all security devices, reporting any malfunctions or maintenance needs to the IT and security teams.
• Adhere to all safety protocols, including proper use of personal protective equipment and emergency response procedures.

Collaboration & Training

• Work closely with store associates, managers, and the central loss prevention team to share insights and best practices.
• Participate in ongoing training sessions, workshops, and certifications to stay current on industry trends, legal requirements, and technology upgrades.
• Mentor new team members on store policies, customer service excellence, and loss prevention fundamentals.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 2 years of experience in retail customer service, security, or loss prevention.
• Strong interpersonal skills with the ability to communicate effectively with diverse customer groups.
• Proficiency in using body‑worn cameras, AIIM Case Management, and standard retail POS systems.
• Excellent observational skills and the ability to remain calm under pressure.
• Valid driver’s license and clean driving record (if required for travel between store locations).

Preferred Qualifications

• Experience in a fast‑paced retail environment with high foot traffic.
• Knowledge of local and federal regulations related to loss prevention and privacy.
• Previous experience with incident reporting software and data analysis.
• Fluency in multiple languages is a plus, enhancing customer engagement in diverse markets.
• Demonstrated ability to lead or mentor junior staff in a security context.

Skills & Competencies

• Situational Awareness: Ability to detect potential threats and respond proactively.
• Customer‑Centric Mindset: Commitment to delivering exceptional service while maintaining security.
• Communication: Clear verbal and written communication skills for incident reporting and team collaboration.
• Technical Proficiency: Comfortable with body‑worn cameras, AIIM, and retail software platforms.
• Problem‑Solving: Quick decision‑making in dynamic, unpredictable scenarios.
• Integrity & Ethics: Adherence to the highest standards of honesty, confidentiality, and professionalism.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Retail Loss Prevention & Customer Service Associate II, you’ll have the opportunity to:

• Progress to senior loss prevention roles, such as Loss Prevention Manager or Regional Security Lead.
• Transition into broader retail operations, merchandising, or supply chain positions.
• Earn industry certifications, including Certified Protection Professional (CPP) or Certified Retail Security Professional (CRSP).
• Participate in leadership development programs, cross‑functional projects, and global assignments.
• Access to continuous learning resources, including online courses, workshops, and mentorship from seasoned professionals.

Work Environment & Culture at brighthush

brighthush fosters an inclusive, collaborative, and forward‑thinking culture. Our values—customer obsession, integrity, innovation, and teamwork—guide everything we do. You’ll find:

• A supportive team that values each member’s contributions and encourages open dialogue.
• Flexible scheduling options to accommodate work‑life balance.
• A modern, well‑equipped store environment that prioritizes safety and employee well‑being.
• Regular team‑building activities, recognition programs, and community outreach initiatives.
• A commitment to sustainability and responsible retail practices, giving you pride in the brand you represent.

Compensation, Perks, and Benefits

While specific figures vary by location and experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance for you and your family.
• Retirement savings plan with company match.
• Paid time off, holidays, and flexible leave policies.
• Employee discount program across all brighthush brands.
• Wellness initiatives, including gym memberships, mental health resources, and wellness challenges.
• Professional development budget and tuition reimbursement for relevant courses.

How to Apply

Ready to protect, serve, and elevate the brighthush experience? Submit your application through our careers portal, and let’s explore how your skills can make a difference in our retail ecosystem.