Customer Success Manager - Grocery Retail Loss Prevention

Customer Success Manager - Grocery Retail Loss Prevention

This role requires strong judgment, professional communication, and the ability to manage a growing multi-site portfolio. The initial portfolio may include approximately 3 to 4 locations, with potential expansion to approximately 7 to 10 locations based on client growth and operational needs.

The ideal candidate will have experience in loss prevention, asset protection, retail security, multi-site field operations, or large-scale security operations. They must be comfortable making business-minded operational decisions, identifying service risks, supporting client expectations, and ensuring consistent execution across all assigned locations.

This position is field-based, with approximately 75% of time expected to be spent visiting, auditing, and supporting assigned sites.

Supervisory Responsibilities

The Customer Success Manager directly supervises and supports assigned field personnel, including:

• Officers in Charge
• Site supervisors
• Loss Prevention Officers
• Armed security officers
• Unarmed security officers
• Other assigned site-level security personnel

The Customer Success Manager is responsible for ensuring that assigned staff meet OPS standards for professionalism, attendance, training, reporting, client interaction, loss prevention execution, and overall service delivery.

Duties and Responsibilities

Portfolio and Site Operations

• Manage daily service delivery across assigned grocery retail locations in the North Jersey with New York metropolitan area expected soon.
• Support a growing multi-site portfolio that may scale from approximately 3 to 4 locations to 7 to 10 locations.
• Maintain regular field presence across assigned locations, with approximately 75% of work time spent at client sites.
• Ensure each assigned site is operating in accordance with client expectations, post orders, OPS standards, and applicable security requirements.
• Monitor site performance, staffing stability, attendance, incident activity, client concerns, and service risks.
• Identify recurring operational issues and work with the Portfolio Manager to develop corrective action plans.
• Support consistent execution across all assigned stores, including frontline communication, escalation handling, and operational follow-through.
• Maintain awareness of site-specific risks, store layouts, loss prevention concerns, employee interactions, customer-facing issues, and local operating conditions.

Loss Prevention and Asset Protection Responsibilities

• Support the implementation and execution of loss prevention and asset protection expectations.
• Maintain a strong working knowledge of retail loss prevention, asset protection, theft deterrence, suspicious activity identification, incident documentation, and store-level security procedures.
• Ensure Loss Prevention Officers understand and follow approved client procedures related to observation, engagement, stops, reporting, and escalation.
• Review incident patterns, theft trends, repeat activity, store vulnerabilities, and service concerns.
• Work with site teams to improve deterrence, visibility, documentation, and response consistency.
• Ensure all loss prevention activity is documented accurately and professionally in required systems.

Client Relationship and Communication

• Maintain professional relationships with assigned contacts and store-level stakeholders.
• Serve as a field-level client contact for routine service delivery, site concerns, and operational follow-up.
• Escalate significant client concerns, service risks, or account-level issues to the Portfolio Manager.
• Attend scheduled client meetings as required.
• Provide clear, timely, and professional communication regarding site performance, service concerns, staffing updates, and corrective actions.
• Respond to client and internal communication in a timely and professional manner.
• Prepare meeting notes, follow-up items, and action plans when required.
• Maintain appropriate documentation of client communications, site concerns, and follow-up actions.

Staff Leadership and Field Supervision

• Provide direct leadership, coaching, and accountability for assigned OICs, supervisors, LP officers, armed officers, and unarmed officers.
• Conduct regular site visits, staff check-ins, inspections, and performance reviews.
• Address attendance, conduct, appearance, reporting, post adherence, and professionalism concerns.
• Reinforce expectations related to customer service, officer presence, communication, de-escalation, and loss prevention procedures.
• Support corrective action processes in coordination with the Portfolio Manager and Human Resources when required.
• Ensure field personnel understand site-specific expectations and are prepared to execute their assigned duties.
• Promote consistency across locations while accounting for store-specific procedures and client expectations.

Scheduling, Attendance, and Coverage Support

• Work with the Portfolio Manager, SOC, schedulers, OICs, and supervisors to support schedule sustainment across assigned locations.
• Monitor attendance, open posts, call-offs, tardiness, and coverage risks.
• Assist with identifying staffing gaps and escalating coverage concerns before they impact service delivery.
• Support maintenance of accurate rosters and site staffing information.
• Ensure schedule changes and coverage updates are communicated clearly to applicable stakeholders.
• Assist with emergency coverage needs when required by operational conditions.

Payroll and Timekeeping Support

• Review assigned site timekeeping and payroll-related issues for accuracy.
• Assist with identifying missed punches, incorrect hours, PTO issues, and payroll discrepancies.
• Support timely communication of payroll corrections to the appropriate internal departments.
• Monitor budgeted hours, actual hours, overtime, and variance concerns in coordination with the Portfolio Manager.
• Identify recurring payroll or scheduling issues that require corrective action.

Training and Compliance

• Ensure assigned officers complete required site-specific, client-specific, and OPS-required training.
• Support onboarding and on-the-job training for new officers assigned to your locations.
• Work with OICs and site supervisors to reinforce post orders, loss prevention expectations, reporting standards, and client-specific procedures.
• Coordinate with the Training Department, Human Resources, QA, and the Portfolio Manager as needed.
• Support retraining when performance, documentation, conduct, or procedural gaps are identified.
• Ensure field staff understand relevant requirements related to New Jersey and New York security licensing, site access, and assigned duties.

Documentation, Reporting, and Quality Assurance

• Conduct routine site audits and document findings.
• Review incident reports, officer activity, client concerns, and site-level documentation for accuracy and completeness.
• Ensure required reports are submitted in the appropriate systems.
• Assist with SOPM and post order reviews as needed.
• Identify outdated, unclear, or inconsistent procedures and recommend revisions to the Portfolio Manager.
• Provide regular updates to the Portfolio Manager regarding portfolio performance, staffing concerns, incident trends, and service risks.
• Support QA-related initiatives, corrective action tracking, and documentation improvement across assigned locations.

Required Skills and Abilities

• Strong knowledge of retail loss prevention and asset protection methodology.
• Ability to manage multiple sites in a fast-paced retail security environment.
• Strong leadership, coaching, and field supervision skills.
• Ability to directly manage OICs, supervisors, LP officers, armed officers, and unarmed officers.
• Strong written and verbal communication skills.
• Ability to communicate professionally with client stakeholders and internal leadership.
• Ability to identify service risks, operational gaps, and recurring patterns.
• Strong judgment and discretion when handling client concerns, staff issues, incidents, and escalations.
• Ability to make sound operational decisions in the field.
• Strong documentation, report review, and follow-up skills.
• Proficiency with Microsoft Office and related business software.
• Ability to learn and use company systems, including scheduling, reporting, and incident