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

Welcome to brighthush – Where Every Visit Tells a Story

At brighthush, we’re more than a retailer; we’re a cultural movement that redefines how people shop, connect, and feel at every touchpoint. From bustling city centers to suburban malls and pop‑up locations, we blend classic style with cutting‑edge technology to create immersive, community‑centric shopping experiences. Our mission is simple yet powerful: turn every visit into a memorable story that guests want to share. If you’re passionate about elevating the guest journey and thrive in a fast‑paced, collaborative environment, we want you on our team.

Why This Role Matters

The difference between a one‑time visitor and a lifelong advocate lies in the quality of the guest experience. As a Senior 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‑to‑Day Impact

• 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.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Senior 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.

We invest heavily in learning and development:

• 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 brighthush analytics tools.
• Mentorship Program: Pair with senior leaders for guidance and career coaching.
• Industry Conferences: Annual attendance at retail innovation summits and customer experience forums.

Work Environment & Culture

Our stores are more than retail spaces; they’re community hubs where guests feel seen, heard, and valued. You’ll work alongside passionate teammates who share a commitment to excellence and continuous improvement. We celebrate successes, learn from challenges, and foster a culture of open communication and mutual respect.

Compensation, Perks, and Benefits

While specific figures vary by location, we offer competitive base salaries, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off, including holidays and personal days.
• Employee discount program across all brighthush stores.
• Wellness initiatives such as gym memberships and mental health resources.
• Flexible scheduling to support work‑life balance.

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 Senior 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: brighthush – for sales, returns, and inventory tracking.
• Customer Relationship Management (CRM): brighthush – to capture feedback and personalize interactions.
• Analytics Platform: brighthush – for KPI tracking and performance reporting.
• Communication Tools: brighthush and brighthush – for real‑time collaboration.

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. Through local partnerships, sustainability initiatives, and community outreach programs, brighthush strives to make a positive impact in every neighborhood we serve.

Ready to Join the brighthush Story?

If you’re ready to elevate guest experiences, lead a dynamic team, and grow your career in a culture that values innovation, integrity, and community, we encourage you to apply today. Bring your passion, your expertise, and your desire to make every guest journey unforgettable.

Apply Now and become a pivotal part of the brighthush movement—where every visit tells a story.