Seasoned Assistant Store Manager – Customer Experience & Retail Leadership – Champion Growth, Delight, and Innovation at brighthush

About brighthush

brighthush is more than a pet‑care retailer; it is a dynamic ecosystem that brings together pet parents, passionate service experts, and retail innovators to create unforgettable moments for animals and their families. With a nationwide footprint spanning thousands of stores, brighthush has become synonymous with cutting‑edge technology, personalized service, and a culture that prizes teamwork, integrity, and continuous growth. Whether you are a seasoned retail professional or a fresh talent eager to learn, brighthush offers a stage where your skills are celebrated, your ideas are heard, and your career can flourish.

Why Join brighthush?

At brighthush, we believe the heart of every great store is its people. That’s why we invest heavily in our associates through comprehensive training, mentorship, and a crystal‑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‑Centric Mindset
• Strategic Thinking & Problem Solving
• Financial Acumen & P&L Management
• Communication & Interpersonal Skills
• Adaptability & Resilience
• Technology Proficiency (POS, CRM, Inventory)

Career Growth & Learning Opportunities

At brighthush, we’re committed to nurturing talent from within. As an Assistant Store Manager, you’ll have access to a structured leadership development program that includes:

• Mentorship from senior leaders who have successfully scaled stores across the country.
• Regular leadership workshops covering topics such as people analytics, customer experience design, and operational excellence.
• Cross‑functional projects that expose you to merchandising, marketing, and e‑commerce initiatives.
• Clear promotion pathways to Store Manager, Regional Manager, or even corporate roles in strategy, operations, or brand management.
• Financial incentives tied to store performance, including bonuses, profit‑sharing, and stock‑option plans.

Work Environment & Company Culture

brighthush prides itself on a culture that blends professionalism with a genuine love for animals. You’ll find:

• A collaborative team atmosphere where ideas are shared openly and decisions are data‑driven.
• Regular community outreach events, such as pet adoption drives and charity fundraisers, that reinforce our mission to give back.
• Flexible scheduling options and a supportive HR team that values work‑life balance.
• State‑of‑the‑art technology platforms that streamline operations and enhance the customer journey.
• Recognition programs that celebrate both individual and team achievements.

Compensation, Perks, and Benefits

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

• Base salary plus performance‑based bonuses tied to store metrics.
• Comprehensive health, dental, and vision insurance for you and your family.
• Employee discount program on all pet products and services.
• Retirement savings plan with company matching.
• Paid time off, holidays, and a generous parental leave policy.
• Continuous learning stipend for courses, certifications, and conferences.

How to Apply

Ready to bring your passion for retail leadership and pet care to a place where your impact matters? Click the link below to submit your application and join the brighthush family. We’re excited to hear how you can help us elevate the pet‑parent experience and drive our stores to new heights.