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. Theinitialportfolio may includeapproximately 3to 4 locations, with potential expansion to approximately 7to 10locations 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,identifyingservice risks, supporting client expectations, and ensuring consistent execution across all assigned locations.

This position isfield-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
• Armed security officers
• Unarmed security officers
• Other assigned site-level security personnel

The Customer Success Manageris 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 assignedgrocery retaillocations in the North Jersey with New York  metropolitan areaexpected soon.
• Support a growing multi-site portfolio that may scale from approximately 3to 4 locations to 7 to 10locations.
• Maintain regular field presence across assigned locations, with approximately 75% of work time spent at client sites.
• Ensure each assigned site isoperatingin 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 officers understand the distinction between observation, deterrence, reporting, and authorized intervention based on site policy and client expectations.
• Support training and reinforcement of approved stopprocedures whereauthorized by the client.
• Partner with the Portfolio Manager toidentifyoperational improvements based on incident trends, client feedback, and loss prevention outcomes.
• 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-levelclientcontact 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 communicationregardingsite performance, service concerns, staffing updates, and corrective actions.
• Respond to client and internal communication ina timelyand 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, andprofessionalismconcerns.
• 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…