Senior Customer Experience Coordinator – Front‑Line Retail Excellence & Loyalty Program Champion – Elevate Shopper Journeys & Drive Brand Loyalty at brighthush

About brighthush

brighthush is more than a retailer; it’s a global movement that redefines the off‑price shopping experience. With flagship stores in major cities, state‑of‑the‑art distribution centers, and a seamless e‑commerce platform, we deliver premium merchandise at unbeatable value. Our mission is simple yet powerful: empower shoppers worldwide with access to high‑quality products without the premium price tag. This vision is fueled by a culture of relentless innovation, collaborative teamwork, and a commitment to continuous learning. Every employee, from the newest associate to the most senior executive, is encouraged to grow, thrive, and leave a lasting impact on the industry.

Why Join brighthush?

When you step into a brighthush store, you step into a vibrant community that celebrates diversity, fosters teamwork, and prioritizes your professional development. Whether you’re stationed in one of our four global Home Offices, a bustling Distribution Center, or a flagship retail location, you’ll find abundant opportunities to learn new skills, advance your career, and shape the future of retail. At brighthush, we believe that great customer experiences start with great people—people who are empowered, supported, and inspired to bring their best selves to work every day.

Position Overview

The Senior Customer Experience Coordinator is the linchpin of our front‑line operations, ensuring that every customer interaction is seamless, personalized, and memorable. You’ll lead a team of Associates, champion our loyalty programs, and uphold the highest standards of service, safety, and store presentation. This role demands a blend of leadership, operational acumen, and a passion for delivering exceptional customer experiences. As a pivotal member of the store team, you’ll be the face of brighthush, translating our brand values into tangible moments that delight shoppers and build lasting loyalty.

Key Responsibilities

• Team Leadership & Development: Oversee a dynamic group of front‑end Associates, assigning registers, coordinating breaks, and providing real‑time coaching to elevate service quality. Foster a culture of accountability, collaboration, and continuous improvement.
• Customer Experience Excellence: Model courteous, proactive customer engagement, ensuring every shopper receives personalized assistance and is encouraged to join our loyalty programs. Use data and feedback to tailor interactions and exceed expectations.
• Store Presentation & Cleanliness: Maintain a pristine, organized store environment that reflects brighthush’s brand standards and enhances the shopping journey. Conduct regular visual audits and collaborate with merchandising teams to keep displays fresh and compelling.
• Issue Resolution: Address customer concerns promptly, turning potential challenges into opportunities for delight and loyalty. Escalate complex issues to management while maintaining a calm, solution‑oriented demeanor.
• Operational Oversight: Ensure Associates execute tasks in line with the store plan, prioritize effectively, and adhere to all policies and procedures. Monitor sales metrics, inventory accuracy, and cash handling practices.
• Communication & Reporting: Provide accurate, timely updates to management, set clear priorities, and share progress on key initiatives. Prepare daily and weekly reports that highlight performance, trends, and areas for improvement.
• Training & Mentorship: Partner with management to identify training needs, develop coaching plans, and mentor Associates on front‑end principles and loyalty program promotion. Facilitate onboarding and ongoing skill development.
• Compliance & Safety: Uphold labor laws, safety protocols, and store shrink reduction goals, fostering a secure environment for both customers and staff. Conduct regular safety drills and ensure compliance with all regulatory requirements.
• Continuous Improvement: Participate in store initiatives, share insights, and drive process enhancements that elevate the customer experience. Champion lean principles and waste reduction across front‑end operations.
• Other Duties: Perform additional responsibilities as assigned to support store success and operational excellence, including special projects, seasonal events, and cross‑departmental collaborations.

Essential Qualifications

• Minimum of 1 year of retail experience, with at least 6 months in a leadership or supervisory role.
• Strong understanding of merchandising techniques, visual presentation, and inventory management.
• Exceptional communication and organizational skills, with meticulous attention to detail.
• Ability to multitask in a fast‑paced environment and adapt to changing priorities.
• Proven track record of coaching and developing team members, fostering a culture of growth.
• Flexibility to work a dynamic schedule, including nights, weekends, and holidays.
• Commitment to upholding brighthush’s values of honesty, integrity, and customer focus.
• Basic proficiency with POS systems and retail technology platforms.

Preferred Qualifications

• Experience with POS systems and managing register assignments.
• Background in loyalty program promotion and customer retention strategies.
• Knowledge of safety and compliance standards within a retail setting.
• Demonstrated ability to lead cross‑functional initiatives and collaborate with store leadership.
• Prior exposure to shrink reduction programs and loss prevention tactics.
• Experience with data analytics tools to track performance metrics.

Core Skills & Competencies

• Leadership & Coaching: Inspire, motivate, and develop Associates to achieve peak performance.
• Customer‑Centric Mindset: Anticipate needs, personalize interactions, and foster loyalty.
• Operational Excellence: Manage daily store operations, ensuring efficiency and compliance.
• Communication: Articulate expectations clearly, provide constructive feedback, and maintain open dialogue with all stakeholders.
• Problem‑Solving: Resolve customer issues swiftly, turning challenges into opportunities for improvement.
• Adaptability: Thrive in a dynamic environment, adjusting to new priorities and unexpected situations.
• Team Collaboration: Work seamlessly with peers, supervisors, and cross‑functional teams.
• Data‑Driven Decision Making: Leverage metrics to inform strategy and drive performance.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Experience Coordinator, you’ll gain hands‑on experience in store operations, leadership, and customer engagement—skills that are highly transferable across retail, e‑commerce, and corporate functions. We offer:

• Structured leadership development programs that prepare you for higher‑level roles.
• Mentorship from seasoned executives who share insights and guidance.
• Access to internal training modules covering merchandising, technology, and customer service excellence.
• Opportunities to lead cross‑departmental projects, expanding your skill set and visibility.
• Clear promotion pathways to Store Manager, District Manager, and beyond.
• Annual leadership conferences and workshops that keep you at the forefront of industry trends.
• Professional certification sponsorships in areas such as retail analytics, customer experience design, and safety management.

Work Environment & Culture at brighthush

Our stores are more than retail spaces—they’re hubs of creativity, collaboration, and community. At brighthush, you’ll experience:

• A diverse and inclusive culture that values every voice and perspective.
• Open communication channels, from daily huddles to town‑hall meetings.
• A focus on continuous learning, with regular workshops, webinars, and on‑the‑job training.
• Recognition programs that celebrate achievements and milestones.
• Flexible work arrangements that support work‑life balance.
• Employee resource groups that foster belonging and professional growth.
• Community outreach initiatives that allow you to give back while building brand loyalty.

Compensation, Perks & Benefits

While the starting hourly rate for this role ranges from $19.60 to $20.10, your total compensation package includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to store and individual metrics.
• Comprehensive benefits for eligible employees, including medical, dental, and vision coverage.
• 401(k) retirement plan with company match for qualifying employees.
• Employee discount program across all brighthush brands.
• Paid time off, holidays, and parental leave.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Life and disability insurance, short‑ and long‑term.
• Employee assistance program (EAP) and wellness resources.
• Professional development stipend and tuition reimbursement.
• Additional perks such as pet insurance, legal services, and credit union access.
• On‑site fitness center access and wellness challenges.
• Annual company retreats and team‑building events.

Location & Schedule

Position based at brighthush Store 0402 in San Mateo, CA. The role requires a flexible schedule, including evenings, weekends, and holidays, to support store operations and customer traffic patterns. We also offer remote support for certain administrative functions, ensuring a balanced work environment.

How to Apply

Ready to elevate your career and make a tangible impact on customer experiences? Click the link below to submit your application and join the brighthush family.

Apply to this Job

Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws.

Join Us

As a Senior Customer Experience Coordinator at brighthush, you’ll be at the forefront of delivering unforgettable shopping moments, guiding a talented team, and shaping the future of retail. If you’re passionate about customer service, eager to lead, and ready to grow within a dynamic, supportive organization, we encourage you to apply today.