Senior Customer Experience Coordinator – Retail Excellence & Loyalty Program Champion – Driving Global Retail Innovation, Customer Delight, and Brand Loyalty at brighthush

About brighthush – A Global Retail Revolution

brighthush is more than a retailer; it’s a cultural movement that redefines how people discover, experience, and celebrate style. With a presence in over 40 countries, we curate a dynamic mix of premium brands while keeping prices accessible, ensuring every shopper walks away with a piece they love and a story they’ll share. Our mission is simple yet powerful: empower every customer to uncover their next favorite item while fostering a culture rooted in integrity, innovation, and inclusivity.

From flagship urban boutiques to pop‑up experiences in emerging markets, brighthush blends cutting‑edge technology, data‑driven merchandising, and a human‑centric approach to create unforgettable shopping moments. We’re constantly evolving, experimenting with new formats, and leveraging AI‑powered recommendations to deliver personalized experiences that resonate across generations and geographies.

Why This Role Matters

As a Senior Customer Experience Coordinator, you become the frontline ambassador of brighthush’s brand promise. Your role blends leadership, customer service, and operational excellence, ensuring every interaction reflects our commitment to quality and value. You will not only manage day‑to‑day store operations but also shape the way our customers perceive and engage with the brighthush brand. Your influence will ripple across the entire customer experience ecosystem, driving loyalty, satisfaction, and repeat business.

In a retail landscape where the customer’s attention is fragmented and expectations are higher than ever, the Senior Customer Experience Coordinator is the linchpin that turns first‑time shoppers into lifelong advocates. Your strategic insights, coaching, and hands‑on execution will directly impact key metrics such as Net Promoter Score, average basket size, and loyalty enrollment rates.

Key Responsibilities

• Lead by Example: Engage with customers personally, demonstrating the highest standards of courtesy, product knowledge, and enthusiasm. Your presence sets the tone for the entire team.
• Manage Front‑End Associates: Oversee a team of associates at the register and customer service desk, ensuring they are motivated, trained, and aligned with store objectives. Conduct daily huddles, performance reviews, and recognition sessions.
• Promote Loyalty & Credit Programs: Drive enrollment and usage of brighthush loyalty programs, ensuring associates are equipped to explain benefits and upsell where appropriate. Track enrollment metrics and report trends to senior management.
• Maintain Store Excellence: Ensure the front of the store remains clean, organized, and visually appealing, reflecting brighthush’s brand standards. Coordinate with visual merchandisers to refresh displays in line with seasonal campaigns.
• Handle Customer Concerns: Resolve issues swiftly and professionally, turning potential complaints into opportunities for delight. Escalate complex cases to store management and follow up to ensure resolution.
• Coordinate POS Coverage: Assign registers, manage break schedules, and respond to real‑time staffing needs to maintain optimal customer service levels. Use scheduling software to forecast peak periods and adjust staffing accordingly.
• Train & Mentor: Deliver ongoing coaching on customer interaction techniques, product knowledge, and store policies. Develop individualized growth plans for associates and track progress.
• Collaborate with Management: Partner with store managers to identify training gaps, set performance targets, and develop action plans. Provide insights on customer trends and operational challenges.
• Ensure Compliance: Adhere to all labor laws, company policies, and safety regulations, fostering a secure environment for both staff and shoppers. Conduct regular audits and maintain documentation.
• Support Store Goals: Contribute to shrink reduction initiatives, inventory accuracy, and overall store performance metrics. Analyze sales data to identify opportunities for improvement.
• Communicate Effectively: Provide timely updates to management and associates, ensuring clarity around priorities and expectations. Use clear, concise language in all written and verbal communications.
• Embody Brand Values: Model honesty, integrity, and confidentiality in all interactions, reinforcing brighthush’s reputation for trustworthiness. Champion a culture of respect and collaboration.

Essential Qualifications

• Minimum of 1 year of retail experience, with at least 6 months in a supervisory or leadership capacity.
• Strong understanding of merchandising principles and visual presentation.
• Demonstrated ability to multitask in a dynamic, high‑traffic environment.
• Excellent communication and organizational skills, with meticulous attention to detail.
• Adaptability to changing priorities and unexpected situations.
• Team‑player mindset, collaborating effectively with peers and supervisors.
• Proficiency in POS systems and basic data entry.
• Commitment to upholding brighthush’s standards of customer service and brand integrity.

Preferred Qualifications

• Experience with loyalty program promotion and enrollment.
• Knowledge of safety and compliance regulations within a retail setting.
• Prior exposure to performance metrics analysis and reporting.
• Leadership training or certification in customer experience management.
• Fluency in multiple languages to serve a diverse customer base.

Skills & Competencies

• Customer‑Centric Mindset: Passion for creating memorable experiences that drive repeat business.
• Leadership Presence: Ability to inspire, coach, and hold a team accountable while maintaining a positive atmosphere.
• Problem‑Solving: Quick thinking and decisive action when addressing customer concerns or operational challenges.
• Data‑Driven Decision Making: Comfortable interpreting sales data, inventory reports, and performance metrics to inform strategy.
• Communication: Clear, concise, and persuasive verbal and written communication skills.
• Time Management: Prioritizing tasks effectively in a fast‑paced environment.
• Adaptability: Thriving amid change, whether it’s new promotions, seasonal peaks, or evolving store policies.
• Integrity & Confidentiality: Upholding ethical standards and safeguarding sensitive information.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone toward greater leadership and expertise. As a Senior Customer Experience Coordinator, you will:

• Gain hands‑on experience managing a high‑visibility team in a retail environment.
• Develop advanced skills in customer relationship management, loyalty program strategy, and operational oversight.
• Access internal training programs covering retail operations, leadership development, and brand strategy.
• Participate in cross‑functional projects that expose you to merchandising, supply chain, and marketing initiatives.
• Benefit from mentorship by senior leaders who are committed to your professional growth.
• Position yourself for future roles such as Store Manager, District Manager, or Retail Operations Lead.

Work Environment & Culture

brighthush fosters a vibrant, inclusive, and collaborative culture where every voice matters. Our stores are more than retail spaces; they are community hubs where staff and customers alike feel valued. Key cultural pillars include:

• Diversity & Inclusion: We celebrate differences and encourage diverse perspectives in all aspects of our business.
• Continuous Learning: Ongoing training, workshops, and knowledge sharing keep our team at the forefront of retail innovation.
• Employee Recognition: Regular shout‑outs, awards, and performance bonuses celebrate achievements and milestones.
• Work‑Life Balance: Flexible scheduling options, including night and weekend shifts, accommodate personal commitments.
• Community Engagement: Participation in local charity events, volunteer days, and sustainability initiatives reflects our commitment to social responsibility.

Compensation & Benefits

While the starting hourly rate for this position ranges from $16.00 to $16.50, your compensation will be influenced by your experience, performance, and the value you bring to brighthush. In addition to a competitive salary, we offer a comprehensive benefits package designed to support your well‑being and future:

• Employee discount on brighthush merchandise.
• Health, dental, and vision insurance options.
• 401(k) plan with company match for eligible employees.
• Flexible Spending Accounts (FSA) for health and dependent care.
• Life and disability insurance.
• Paid time off, including vacation, sick leave, and holidays.
• Paid parental leave and adoption assistance.
• Employee assistance program (EAP) for mental health support.
• Continuing education and tuition reimbursement opportunities.
• Discounts on childcare services, cell phones, and pet care.
• Access to a corporate credit union and financial wellness resources.

How to Apply

If you are ready to elevate your retail career and make a tangible impact on customer satisfaction, we encourage you to apply today. Join brighthush and become part of a team that values innovation, integrity, and the joy of helping customers find their next favorite find.