Senior Customer Experience Team Lead – Omnichannel Strategy, Leadership & Change Management at brighthush

About brighthush

brighthush is a global home‑furnishing powerhouse dedicated to creating a better everyday life for millions of people worldwide. With a presence in over 50 countries and a portfolio that blends timeless design with sustainable innovation, brighthush has become synonymous with quality, affordability, and customer delight. Our mission is simple yet ambitious: to make well‑designed, functional living spaces accessible to everyone, everywhere.

In an era where digital and physical retail converge, brighthush is at the forefront of the omnichannel revolution. We seamlessly integrate our brick‑and‑mortar stores, e‑commerce platforms, mobile apps, and social media channels to deliver a consistent, personalized experience that resonates with modern consumers. As we continue to expand our footprint, we are looking for visionary leaders who can guide teams, drive transformation, and elevate customer service to new heights.

Position Overview

As a Senior Customer Experience Team Lead at brighthush, you will spearhead the development and execution of omnichannel customer engagement strategies across our Chinese market. You will collaborate closely with cross‑functional partners—including marketing, operations, IT, and human resources—to ensure that every customer interaction reflects brighthush’s iconic tone of voice, brand values, and service excellence. Your leadership will shape the future of customer experience, influence organizational change, and inspire a high‑performing team that thrives in a remote, dynamic environment.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and motivate a diverse team of customer experience specialists, ensuring they possess the skills, confidence, and motivation to deliver world‑class service.
• Omnichannel Strategy Implementation: Translate brighthush’s omnichannel vision into actionable plans, aligning customer touchpoints across online, mobile, and in‑store channels.
• Performance Management: Establish clear KPIs, conduct regular performance reviews, and implement continuous improvement initiatives to exceed service standards.
• Change Management: Lead change initiatives that streamline processes, adopt new technologies, and embed a culture of agility and innovation.
• Stakeholder Collaboration: Partner with product, marketing, and IT teams to ensure seamless integration of customer feedback into product development and digital enhancements.
• Conflict Resolution & Problem Solving: Act as the first line of escalation for complex customer issues, employing analytical thinking and empathy to resolve conflicts swiftly and effectively.
• Data‑Driven Decision Making: Leverage analytics and customer insights to identify trends, forecast demand, and refine service strategies.
• Recruitment & Talent Planning: Work with HR to attract, onboard, and retain top talent, ensuring the team’s skill set evolves with market demands.
• Process Optimization: Continuously evaluate and refine customer service processes, ensuring they align with brighthush’s operational excellence standards.
• Brand Voice Stewardship: Maintain consistency of brighthush’s tone of voice across all customer interactions, reinforcing brand identity and trust.

Essential Qualifications

• Minimum 5 years of progressive experience in customer service, retail, or related fields, with at least 2 years in a leadership role.
• Deep understanding of omnichannel retail dynamics and customer journey mapping.
• Proven track record of leading high‑performing teams in a remote or hybrid environment.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Fluency in English and Mandarin (both written and spoken).
• Experience with customer relationship management (CRM) systems, data analytics tools, and digital platforms.
• Demonstrated ability to manage change, drive process improvements, and foster a culture of continuous learning.

Preferred Qualifications

• Experience working within a large, global retail organization similar to brighthush.
• Knowledge of Ingka Group processes and tools (or equivalent retail operational frameworks).
• Background in recruitment, talent planning, and workforce analytics.
• Certifications in project management (PMP, Prince2) or change management (Prosci).
• Proficiency in additional languages (e.g., Cantonese, Japanese).

Core Competencies & Skills

• Strategic Vision: Ability to see the big picture and translate it into actionable plans.
• Leadership & Coaching: Inspiring teams, fostering growth, and building a culture of accountability.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless pursuit of service excellence.
• Analytical Thinking: Data‑driven decision making and problem‑solving prowess.
• Change Agility: Comfortable navigating ambiguity and leading teams through transformation.
• Communication: Clear, concise, and persuasive communication across all channels.
• Collaboration: Ability to work effectively with cross‑functional teams and external partners.
• Technology Savvy: Comfortable adopting new tools, platforms, and digital solutions.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the retail landscape. As a Senior Customer Experience Team Lead, you will:

• Gain exposure to global best practices and innovative retail technologies.
• Participate in leadership development programs, including mentorship from senior executives.
• Lead cross‑functional projects that shape the future of customer experience across markets.
• Progress into senior roles such as Director of Customer Experience, Head of Omnichannel Strategy, or Global Customer Service Lead.
• Access continuous learning resources, including online courses, workshops, and industry conferences.

Work Environment & Culture

brighthush champions a culture of inclusivity, creativity, and work‑life balance. Key highlights include:

• Remote Flexibility: Work from anywhere in China with a fully supported remote setup.
• Collaborative Spirit: Regular virtual town halls, team‑building activities, and cross‑regional knowledge sharing.
• Diversity & Inclusion: A workforce that reflects the communities we serve, with initiatives that promote equity and belonging.
• Wellness & Well‑Being: Access to mental health resources, wellness programs, and flexible scheduling.
• Innovation Culture: Encouragement to experiment, test new ideas, and bring fresh perspectives to the table.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for senior retail leadership roles.
• Performance‑based bonuses tied to team and company objectives.
• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with company matching.
• Generous paid time off, including vacation, sick leave, and personal days.
• Employee discount program across all brighthush retail and online channels.
• Professional development stipend for courses, certifications, and conferences.
• Access to a digital wellness platform and mental health support.

Why Join brighthush?

brighthush is more than a retailer; it’s a movement that transforms everyday living. By joining our team, you will:

• Be part of a global brand that values sustainability, design, and community impact.
• Lead initiatives that directly influence millions of customers’ lives.
• Collaborate with talented professionals from around the world.
• Enjoy a flexible, remote work model that supports your personal and professional growth.
• Benefit from a culture that celebrates innovation, learning, and collaboration.

Ready to Make an Impact?

If you are a visionary leader with a passion for customer experience, a knack for driving change, and a desire to shape the future of retail, we want to hear from you. Join brighthush and help us create a brighter, more connected world—one customer interaction at a time.