Senior Customer Experience & Front‑End Operations Leader – Loyalty Program Champion Driving Retail Innovation, Customer Delight, and Store Excellence at brighthush

About brighthush

brighthush is a global trailblazer in the off‑price retail sector, redefining how shoppers experience premium brands at unbeatable prices. With a presence in more than 50 countries, we blend high‑quality merchandise with a culture of curiosity, collaboration, and relentless customer focus. Our stores are not just retail spaces; they are vibrant community hubs where every interaction becomes an opportunity to delight, inspire, and build lasting loyalty. At brighthush, we invite every team member to bring their authentic self to work, to learn continuously, and to make a tangible impact on the lives of millions of shoppers worldwide.

Why Join brighthush?

When you step into a brighthush store, you enter a dynamic ecosystem where creativity meets commerce. We celebrate diversity, nurture talent, and reward innovation. As a Customer Experience Leader, you will shape the frontline experience, mentor a high‑performing team, and drive loyalty programs that keep customers coming back. In return, we offer a competitive salary, a comprehensive benefits package, and a culture that values work‑life balance, professional growth, and community impact.

Key Responsibilities

Lead by Example

• Engage with every customer, demonstrating the highest standards of service and embodying brighthush’s brand values.
• Model the customer‑centric mindset that inspires associates to exceed expectations.

Team Management

• Oversee a team of Associates at the front of the store, ensuring they are motivated, trained, and equipped to deliver exceptional service.
• Conduct daily huddles, set clear performance expectations, and provide real‑time coaching.
• Implement a recognition system that celebrates wins and reinforces positive behaviors.

Customer Experience Design

• Create a welcoming, organized, and visually appealing store environment that encourages exploration and purchase.
• Collaborate with visual merchandisers to ensure displays align with brand storytelling and seasonal themes.
• Use data insights to refine store layout, product placement, and promotional signage.

Training & Development

• Design and deliver coaching sessions on front‑end principles, customer personalization, and loyalty program promotion.
• Develop a structured onboarding program for new hires that accelerates time‑to‑competency.
• Facilitate cross‑training opportunities that broaden associates’ skill sets and career readiness.

POS & Operations Oversight

• Assign registers, manage POS coverage, coordinate breaks, and ensure smooth transaction flow.
• Monitor transaction accuracy, handle cash reconciliation, and report discrepancies.
• Collaborate with the operations team to optimize staffing schedules and reduce wait times.

Issue Resolution

• Address customer concerns promptly, turning potential complaints into opportunities for loyalty and satisfaction.
• Escalate complex issues to management while maintaining a calm, solution‑oriented approach.
• Document resolution steps and share best practices with the team.

Store Plan Execution

• Ensure Associates execute tasks in line with the store plan, prioritizing activities to meet daily objectives.
• Track key performance indicators (KPIs) such as sales per square foot, conversion rate, and average transaction value.
• Adjust tactics in real time to respond to traffic patterns and inventory levels.

Communication

• Provide clear, timely updates to management and Associates, fostering transparency and alignment.
• Maintain open lines of communication with merchandising, marketing, and loss prevention teams.
• Share customer feedback and insights with senior leadership to influence strategic decisions.

Recognition & Feedback

• Offer constructive feedback and celebrate successes, building a culture of continuous improvement.
• Implement a peer‑to‑peer recognition program that encourages collaboration and mutual support.

Compliance & Safety

• Enforce labor laws, company policies, and safety protocols to maintain a secure environment for staff and shoppers.
• Conduct regular safety audits and ensure all associates are trained on emergency procedures.
• Collaborate with loss prevention to mitigate shrinkage and protect inventory integrity.

Program Promotion

• Champion credit and loyalty programs, driving enrollment and usage through engaging customer interactions.
• Educate associates on program benefits, enrollment processes, and upsell opportunities.
• Track enrollment metrics and report on program ROI.

Shrink Reduction

• Participate in initiatives that reduce loss and protect inventory integrity.
• Analyze shrink data, identify trends, and recommend preventive measures.
• Collaborate with loss prevention to conduct investigations and enforce policies.

Additional Duties

• Perform other tasks as assigned, demonstrating flexibility and a proactive mindset.
• Support special projects such as seasonal launches, community events, or sustainability initiatives.

Essential Qualifications

• Minimum 1 year of retail experience, with at least 6 months in a leadership role.
• Strong understanding of merchandising techniques and visual standards.
• Exceptional communication and organizational skills, with meticulous attention to detail.
• Ability to adapt quickly to changing priorities and unexpected situations.
• Team player who collaborates effectively with peers and supervisors.
• Proficiency in training others and fostering a growth mindset.
• Availability to work a flexible schedule, including nights and weekends.

Preferred Qualifications

• Experience with loyalty program management and promotion.
• Knowledge of POS systems and transaction processing.
• Background in safety compliance and loss prevention.
• Demonstrated success in coaching and developing high‑performing teams.
• Data‑driven mindset: ability to analyze sales metrics and customer feedback to inform decisions.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering memorable experiences that exceed expectations.
• Leadership Presence: Ability to inspire, motivate, and guide a diverse team.
• Problem‑Solving: Quick thinker who resolves issues with calm, decisive action.
• Communication: Clear, concise, and persuasive in both verbal and written forms.
• Adaptability: Thrives in a fast‑paced, dynamic retail environment.
• Collaboration: Works seamlessly across departments to achieve shared goals.
• Technology Savvy: Comfortable with POS software, inventory systems, and basic data analysis tools.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Experience Leader, you’ll have access to:

• Structured leadership development programs that refine your coaching, decision‑making, and strategic thinking.
• Cross‑functional projects that expose you to merchandising, marketing, and supply‑chain operations.
• Mentorship from senior leaders who have navigated the path from associate to executive.
• Continuous learning resources, including online courses, workshops, and industry conferences.
• Clear advancement pathways to store manager, district manager, or regional leadership roles.

Work Environment & Company Culture

Our stores are more than retail spaces—they’re community hubs where shoppers feel welcomed and valued. At brighthush, you’ll experience:

• A collaborative atmosphere that encourages idea sharing and innovation.
• Inclusive policies that celebrate diversity in all its forms.
• Open‑door leadership that values transparency and employee feedback.
• Regular team events, recognition programs, and community outreach initiatives.
• A commitment to sustainability, with initiatives that reduce waste and promote responsible sourcing.

Compensation & Benefits

We offer a competitive hourly rate of $14.75 to $15.25 per hour, with potential for overtime and performance bonuses. In addition, brighthush provides a robust benefits package that includes:

• Health, dental, and vision insurance (medical, dental, vision plans).
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Life insurance and short‑/long‑term disability coverage.
• Paid parental leave, paid holidays, vacation, and sick leave.
• 401(k) retirement plan with company match and employee contributions.
• Employee discount program on brighthush merchandise.
• Childcare and cell‑phone discount programs.
• Pet insurance and legal assistance.
• Auto and home insurance discounts.
• Scholarship and adoption assistance programs.
• Employee Assistance Program (EAP) and wellness resources.

How to Apply

Ready to elevate your career and make a lasting impact on the customer experience? Click the link below to submit your application and join the brighthush family. We’re excited to meet passionate, customer‑focused leaders who are eager to drive success and innovation.

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