Senior Customer Experience Coordinator – Retail Excellence & Guest Relations Specialist – Champion Exceptional Guest Journeys at brighthush

About brighthush

brighthush is more than a retailer; it’s a cultural movement that redefines how people shop, connect, and feel at every touchpoint. With a nationwide presence that spans bustling city centers, suburban malls, and emerging pop‑up locations, we blend classic style with cutting‑edge technology to create immersive, community‑centric shopping experiences. Our mission is simple yet powerful: to turn every visit into a memorable story that guests want to share.

Why brighthush is a Game‑Changer

In today’s retail landscape, the difference between a one‑time visitor and a lifelong advocate lies in the quality of the guest experience. At brighthush, we invest in people, technology, and community to deliver service that feels personal, authentic, and consistently exceptional. We’re looking for a Customer Experience Coordinator who shares this vision and can help us elevate the guest journey to new heights.

About the Role

As a Customer Experience Coordinator, you will be the linchpin that connects our brand promise to everyday guest interactions. You’ll serve as a role model, mentor, and data‑driven strategist, ensuring that every guest receives a consistent, high‑quality service experience that reflects brighthush’s values of honesty, integrity, and respect.

Day in the Life

• Morning Huddle: Kick off the day with a quick team briefing, review the store’s performance metrics, and set daily goals.
• Guest Engagement: Walk the floor, greet guests, and proactively offer assistance while maintaining a polished, welcoming environment.
• Operational Excellence: Process purchases, returns, and exchanges with precision; manage cash handling and change‑giving procedures.
• Feedback Loop: Capture guest feedback in real time, identify pain points, and collaborate with store leadership to implement corrective actions.
• Team Coaching: Conduct on‑the‑job coaching sessions for junior team members, reinforcing best practices and product knowledge.
• Data Analysis: Monitor key performance indicators such as guest satisfaction scores, average transaction time, and return rates; prepare concise reports for the Department Manager.
• Visual Merchandising: Work with the visual merchandising team to create engaging displays that enhance the guest experience.
• Inventory Oversight: Assist with receiving, stocking, and rotating merchandise to ensure optimal shelf presentation.
• Closing Review: Conduct a final walk‑through, address any outstanding issues, and document insights for the next shift.

Key Responsibilities

• Model and reinforce established customer experience protocols for both internal staff and external customers.
• Ensure every guest receives a consistent, high‑quality service experience that reflects brighthush’s values.
• Accurately process purchases, returns, and exchanges while maintaining precise cash handling and change‑giving procedures.
• Actively listen to guest feedback, identify pain points, and collaborate with store leadership to implement corrective actions.
• Lead by example in maintaining a clean, organized, and visually appealing sales floor.
• Coach and mentor junior team members on customer service best practices and product knowledge.
• Monitor key performance indicators (KPIs) such as guest satisfaction scores, average transaction time, and return rates, and report findings to the Department Manager.
• Participate in regular training sessions and stay current on product launches, promotions, and brand initiatives.
• Assist with inventory management, including receiving, stocking, and rotating merchandise to ensure optimal shelf presentation.
• Collaborate with the visual merchandising team to create engaging displays that enhance the guest experience.
• Ensure compliance with all company policies, safety regulations, and legal requirements.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 2 years of retail experience, preferably in a fast‑paced environment.
• Proven track record of delivering outstanding customer service.
• Strong communication skills—both verbal and written—across diverse audiences.
• Proficiency with point‑of‑sale (POS) systems and basic cash handling procedures.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Strong problem‑solving skills and the ability to remain calm under pressure.
• Team‑player mindset with a proactive attitude toward continuous improvement.

Preferred Qualifications

• Experience in a managerial or supervisory role within retail.
• Knowledge of inventory management software and visual merchandising techniques.
• Multilingual abilities to serve a diverse customer base.
• Experience with data analysis tools (e.g., Excel, Power BI) to track and report performance metrics.
• Certifications in customer service or retail management.

Skills & Competencies

• Customer‑Centric Mindset: Passion for creating memorable guest experiences.
• Attention to Detail: Precision in cash handling, product presentation, and data entry.
• Leadership: Ability to inspire and guide a diverse team toward shared goals.
• Adaptability: Thrives in a dynamic environment with shifting priorities.
• Analytical Thinking: Uses data to identify trends and drive actionable improvements.
• Communication: Articulate and empathetic, capable of handling challenging situations with grace.
• Technology Savvy: Comfortable with POS systems, inventory software, and basic office tools.

Our Core Values

• Integrity: We act with honesty and transparency in every interaction.
• Excellence: We strive for the highest standards in service, quality, and innovation.
• Community: We build relationships that enrich the neighborhoods we serve.
• Growth: We empower our people to learn, develop, and advance.
• Inclusivity: We celebrate diversity and foster an environment where everyone can thrive.

Success Stories

Meet Maya, a former Customer Experience Coordinator who began her journey at brighthush with a passion for service. Within two years, she led a cross‑functional project that increased guest satisfaction scores by 15% and was promoted to Store Manager. Maya’s story exemplifies the growth potential and impact you can achieve in this role.

How We Measure Success

• Guest Satisfaction Score (GSS) – Target: 4.8/5.0
• Average Transaction Time – Target:
• Return Rate – Target:
• Employee Engagement Score – Target: 90%
• Compliance Audit Pass Rate – Target: 100%

Team Structure & Collaboration

The Customer Experience Coordinator reports directly to the Department Manager and works closely with the Visual Merchandising Team, Inventory Specialists, and the Store Leadership Team. Collaboration is key; you’ll participate in weekly cross‑functional meetings to align on initiatives, share insights, and drive continuous improvement.

Technology & Tools

• POS System: RetailPro – for sales, returns, and inventory tracking.
• Customer Relationship Management (CRM): GuestConnect – to capture feedback and personalize interactions.
• Analytics Platform: InsightHub – for KPI tracking and performance reporting.
• Communication Tools: Slack and Microsoft Teams – for real‑time collaboration.

Career Pathways & Growth

At brighthush, we believe in nurturing talent from within. As a Customer Experience Coordinator, you’ll have clear pathways to advance to roles such as Store Manager, District Manager, or corporate leadership positions. Our structured promotion framework ensures that high performers receive the recognition and opportunities they deserve.

Learning & Development Programs

• Onboarding Academy – comprehensive training covering brand history, product knowledge, and customer service fundamentals.
• Leadership Development Series – workshops on coaching, conflict resolution, and team motivation.
• Retail Analytics Bootcamp – hands‑on training with Excel, Power BI, and InsightHub.
• Mentorship Program – pair with senior leaders for guidance and career coaching.
• Industry Conferences – annual attendance at retail innovation summits and customer experience forums.

Diversity & Inclusion

brighthush is committed to building a workforce that reflects the communities we serve. We actively promote inclusive hiring practices, provide cultural competency training, and celebrate a wide range of perspectives. Our inclusive environment ensures that every employee feels valued, heard, and empowered to contribute.

Community Impact & Corporate Responsibility

We believe that retail can be a force for good. brighthush partners with local charities, hosts community events, and implements sustainable practices such as zero‑waste packaging and energy‑efficient store designs. As a Customer Experience Coordinator, you’ll have the opportunity to champion these initiatives and make a tangible difference in the neighborhoods we serve.

Employee Testimonials

“Working at brighthush has given me the chance to grow my leadership skills while staying true to my passion for service. The culture of continuous learning and the supportive team environment make every day rewarding.” – Jordan, Store Manager

“The mentorship program was a game‑changer for me. I went from a coordinator to a district manager in just three years, thanks to the guidance and opportunities provided.” – Priya, District Manager

FAQs

• What are the working hours? Flexible schedules are available, including evenings, weekends, and holidays.
• Is remote work an option? This role requires on‑site presence at the store, but some support functions may offer hybrid arrangements.
• What training is provided? Comprehensive onboarding, ongoing workshops, and access to industry conferences.
• How is performance evaluated? Through a combination of guest satisfaction metrics, operational KPIs, and peer feedback.
• What benefits are included? Health, dental, vision, 401(k) with match, paid time off, employee discounts, and wellness programs.

Compensation & Benefits

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

• Base salary commensurate with experience.
• Performance‑based bonuses tied to store and individual metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Employee discount on all brighthush merchandise.
• Wellness programs, including gym memberships and mental health resources.
• Flexible scheduling options to support work‑life balance.

How to Apply

Ready to elevate the guest experience at brighthush? Click the link below to submit your application and join a team that values excellence, innovation, and community impact.

Apply to brighthush Today

Join Us and Make a Difference

At brighthush, every interaction matters. As a Customer Experience Coordinator, you will be at the heart of our mission to create memorable moments for our guests. If you are passionate about retail, driven by service excellence, and eager to grow within a supportive, forward‑thinking organization, we want to hear from you. Apply now and help us shape the future of retail—one guest at a time.