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

Welcome to brighthush – Where Every Shopper Feels at Home

At brighthush, we’re redefining the retail experience by turning every storefront into a vibrant, welcoming community hub. Our curated mix of trend‑setting apparel, accessories, and lifestyle goods delivers high‑fashion sensibilities to everyday budgets, while our unwavering commitment to sustainability and inclusivity ensures that every customer feels seen, heard, and valued. We believe that exceptional customer experience is the engine of loyalty, and that loyalty fuels sustainable growth. If you’re passionate about creating unforgettable moments, driving data‑driven growth, and leading a high‑performing team, brighthush is the place to bring your vision to life.

Why Join brighthush? A Culture of Innovation, Inclusion, and Impact

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 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. Your role blends hands‑on leadership with strategic oversight, ensuring every shopper leaves with a smile and a reason to return.

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.