Senior Customer Experience & Loyalty Program Manager – Retail Store Operations Leader – Championing Shopper Delight, Brand Loyalty, and Retail Innovation at brighthush

About brighthush and the Retail Experience Revolution

brighthush is more than a retailer; it’s a movement that redefines how people shop, connect, and feel valued. With a portfolio that blends trend‑setting apparel, accessories, and lifestyle goods, we bring high‑fashion sensibilities to everyday budgets. Our stores are not just places to buy; they’re community hubs where style meets sustainability, where every interaction is an opportunity to create lasting memories. At the heart of our mission lies a simple truth: exceptional customer experience is the engine of loyalty, and loyalty fuels growth. Join us as we pioneer the future of retail, one delighted shopper at a time.

Why Join brighthush?

When you step into a role at brighthush, you’re not just filling a position—you’re becoming a catalyst for change. Here’s why our team thrives:

• Strategic Influence: Your insights will shape store culture, refine customer journeys, and directly impact revenue.
• Fast‑Paced Innovation: From seasonal launches to loyalty program rollouts, you’ll navigate a dynamic retail landscape that rewards agility.
• Professional Growth: We invest heavily in mentorship, leadership training, and cross‑functional projects that accelerate your career trajectory.
• Diverse & Inclusive Culture: Every voice matters. Our hiring practices celebrate diverse backgrounds, fostering creativity and innovation.
• Community Impact: Our stores serve as gathering places—your work will help create welcoming, engaging spaces for all.
• Sustainability Commitment: From responsible sourcing to waste reduction, we embed eco‑friendly practices in every store.

Key Responsibilities

As the Senior Customer Experience & Loyalty Program Manager, you will be the heartbeat of our front‑end operations, driving both service excellence and data‑driven growth.

Front‑End Leadership & Service Excellence

• Lead by Example: Engage with customers personally, demonstrating the highest standards of service and product knowledge.
• Team Oversight: Supervise a diverse group of associates, ensuring they are motivated, well‑trained, and aligned with store goals.
• Customer Engagement: Promote and upsell loyalty programs, ensuring every shopper understands the value and benefits.
• Operational Excellence: Assign registers, manage POS coverage, coordinate breaks, and maintain a clean, organized front‑end environment.
• Issue Resolution: Address customer concerns swiftly and professionally, turning potential complaints into opportunities for delight.
• Training & Development: Mentor associates on front‑end principles, customer personalization techniques, and store policies.
• Performance Management: Set clear priorities, monitor progress, and provide constructive feedback to foster continuous improvement.
• Compliance & Safety: Enforce labor laws, store policies, and safety protocols, ensuring a secure environment for both staff and shoppers.
• Shrink & Loss Prevention: Collaborate with management on shrink reduction initiatives and maintain vigilance against theft or loss.
• Strategic Collaboration: Partner with store leadership to identify training needs, refine customer experience strategies, and align with broader corporate objectives.

Data‑Driven Decision Making

• Collect and analyze sales, foot traffic, and loyalty program data to identify trends and opportunities.
• Translate insights into actionable plans that enhance customer satisfaction and drive revenue.
• Report findings to senior leadership and recommend process improvements.
• Utilize POS analytics to forecast staffing needs and optimize register performance.
• Monitor key performance indicators (KPIs) such as average transaction value, conversion rate, and customer satisfaction scores.

Community & Brand Advocacy

• Represent brighthush in local events, pop‑ups, and community initiatives.
• Build relationships with local influencers, partners, and media to elevate brand presence.
• Gather community feedback and relay it to product and marketing teams.
• Champion sustainability initiatives, such as in‑store recycling programs and energy‑efficient operations.

Technology & Innovation Champion

• Stay current on emerging retail technologies, including mobile POS, QR‑code shopping, and AI‑driven personalization.
• Collaborate with IT to pilot new tools that enhance the customer journey.
• Train associates on new systems and ensure smooth adoption across the front‑end.

Essential Qualifications

• Minimum of 1 year of retail experience, with at least 6 months in a supervisory or leadership capacity.
• Strong grasp of merchandising techniques and visual display standards.
• Exceptional communication skills—both verbal and written—paired with a keen eye for detail.
• Demonstrated ability to multitask in a high‑energy environment, adapting quickly to changing priorities.
• Proven track record of coaching and developing team members to exceed performance metrics.
• Commitment to upholding honesty, integrity, and confidentiality in all interactions.
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays.
• Strong problem‑solving skills and a proactive approach to operational challenges.
• Experience with POS systems and basic data analysis to track sales and customer trends.

Preferred Qualifications

• Experience managing loyalty or rewards programs in a retail setting.
• Background in loss prevention or shrink reduction initiatives.
• Proficiency with POS systems and advanced data analysis tools.
• Leadership training or certification in customer service excellence.
• Multilingual abilities to serve a diverse customer base.
• Knowledge of sustainability practices and retail waste reduction.

Core Skills & Competencies

• Customer‑First Mindset: Passion for creating positive, memorable experiences for every shopper.
• Team Leadership: Ability to inspire, motivate, and develop associates into high‑performing team members.
• Problem‑Solving: Quick, decisive action to resolve customer issues and operational challenges.
• Analytical Thinking: Use data and customer feedback to refine strategies and drive sales.
• Adaptability: Thrive in a dynamic retail environment, adjusting to new initiatives and seasonal demands.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Collaboration: Work effectively with cross‑functional teams, including merchandising, marketing, and loss prevention.
• Integrity: Demonstrate honesty, transparency, and ethical behavior in every interaction.
• Technology Savvy: Comfortable adopting new retail technologies and training staff on their use.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As the Senior Customer Experience & Loyalty Program Manager, you’ll have access to:

• Leadership development programs covering advanced retail strategy, people management, and data analytics.
• Mentorship from senior executives who have led successful retail transformations.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Opportunities to transition into regional or corporate roles, such as Store Operations Director or Customer Experience Lead.
• Continuous learning resources, including workshops, webinars, and industry conferences.
• Access to a digital learning platform with courses on retail innovation, customer psychology, and sustainability.
• Annual performance reviews that align personal goals with company objectives.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Inclusion, and Impact. You’ll find:

• A collaborative atmosphere where ideas are welcomed and celebrated.
• Regular team huddles that foster open dialogue and shared accountability.
• Flexible scheduling that respects work‑life balance while meeting business needs.
• A commitment to sustainability, with initiatives that reduce waste and promote responsible sourcing.
• Employee recognition programs that celebrate milestones, achievements, and community service.
• Inclusive hiring practices that value diverse perspectives and backgrounds.
• A supportive environment that encourages continuous improvement and personal growth.

Compensation, Perks & Benefits

While specific figures vary by location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to store metrics and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Employee discount program that extends to family and friends.
• Paid time off, holidays, and flexible vacation policies.
• Wellness initiatives, including on‑site fitness classes and mental health resources.
• Professional development stipend and tuition reimbursement for relevant courses.
• Access to a company‑wide wellness app with mindfulness and fitness tracking.
• Annual company retreats and team‑building events.

How to Apply

Ready to elevate the customer experience and lead a passionate team at brighthush? Submit your resume and a cover letter that highlights your leadership achievements, customer‑centric mindset, and any relevant data‑driven successes. We’re excited to hear how you’ll help us create unforgettable shopping moments for every visitor.