A Retail Customer Service Manager manages staff that provide customer service for a retail store. Assists staff as needed, or deals directly with customers. Implements policies with regard to store products and merchandise. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Retail-based hours; standard days off Sunday & Monday, with one required evening shift (Friday or Saturday, 1:00 PM - 9:00 PM or 2:00 PM - 10:00 PM) Position Summary The Retail Security Director is responsible for overseeing daily security operations for a high-profile retail client location in Peabody, MA. This role ensures the delivery of high-quality security services, operational excellence, and a strong client partnership. The Director will lead all aspects of site operations including staffing, scheduling, training, compliance, and performance management. This position requires a hands-on leader with experience in retail management and/or security management , who can operate effectively in a fast-paced, customer-facing environment. Key Responsibilities Operations & Service Delivery Lead day-to-day security operations at the assigned retail location. Ensure consistent delivery of professional security services that protect people, property, and assets. Maintain compliance with company policies, client expectations, and regulatory requirements. Monitor service delivery and proactively address operational gaps or risks. Leadership & Team Management Oversee, coach, and develop a team of security personnel, including supervisors. Manage scheduling, payroll, training, and performance management. Lead hiring efforts, including recruiting, interviewing, onboarding, and retention of high-quality staff. Conduct performance evaluations and provide ongoing coaching and development. Client Relations Serve as the primary point of contact for the client, ensuring strong communication and service satisfaction. Build and maintain trusted relationships through responsiveness and professionalism. Address client concerns promptly and implement solutions to improve service delivery. Financial & Administrative Oversight Ensure accurate and timely completion of payroll, scheduling, and reporting. Manage staffing levels to meet contractual requirements while minimizing unbilled overtime. Support operational and financial objectives through effective resource management. Compliance & Training Ensure all personnel adhere to post orders, procedures, and company standards. Coordinate and deliver site-specific and ongoing training. Maintain accurate documentation including personnel records, compliance logs, and operational reports. Additional Responsibilities Foster a positive work environment through communication, recognition, and employee engagement. Resolve employee relations issues and maintain professionalism in conflict resolution. Maintain uniforms, equipment, and overall account readiness. Remain available for emergency response outside of regular business hours as needed. Qualifications Bachelor's degree in Criminal Justice, Business Administration, or related field or equivalent experience . 2+ years of leadership experience in retail management, security management, or a related operational environment. Experience working in a retail, customer-facing, or high-traffic environment strongly preferred. Proven ability to manage teams, drive performance, and maintain client relationships. Experience with hiring, training, and employee development. Strong leadership, communication, and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment. Experience with scheduling, payroll, and operational reporting preferred. Core Competencies Leadership & Team Development Client Relationship Management Operational Excellence Accountability & Integrity Conflict Resolution Time & Priority Management Customer Focus Results-Driven Decision Making Why Join Securitas? Securitas is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, pregnancy, genetic information, disability, status as a protected veteran, or any other applicable legally protected characteristic. #
NorthernNE Our Company Mission:
Securitas' mission is to protect homes, workplaces, and communities by providing the security services they need to protect their assets, safeguard their people, and maintain their ability to generate profits.
Our Values:
Securitas' core values - Integrity, Vigilance and Helpfulness - are the foundation for our employees to build trust with customers, colleagues, and the surrounding community.
Integrity:
Securitas employees are honest and trusted by customers to safeguard their premises and valuables. We don't compromise on integrity and create an open forum for our employees and customers to voice opinions, report improprieties, and share information.
Vigilance:
Seeing, hearing, and evaluating. A Securitas employee is always attentive and often notices things that others don't. Their vigilance is necessary in order to be aware of potential risks or incidents that may take place on our customers' premises.
Helpfulness:
As part of an on-going effort to ensure safety, Securitas employees are always ready to help if an incident occurs that requires intervention regardless of whether or not it is directly related to their job. Securitas employees come from all walks of life, bringing with them a variety of distinctive skills and perspectives. United through our common purpose, we provide the security needed to safeguard our clients' assets and people. Our core values - Integrity, Vigilance and Helpfulness - are represented by the three red dots in the Securitas logo. If you live by these values, we're looking for you to join the Securitas team.
Benefits include:
Retirement plan Employer-provided medical and dental coverage Company-paid life insurance Voluntary life and disability insurance Employee assistance plan Securitas Saves discount program Paid holidays Paid time away from work Additionally, some populations may have the availability of accessing earned wages on a daily basis, prior to payday. Restrictions and fees may apply. Certain waiting periods may also apply. Paid time away from work may be available either through a combination of vacation and sick time or under a PTO policy, depending on local requirements. Benefits may be different for union members.
