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 9/18/25

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Steve Kang promoted to Senior Director, Global Retail Standards & Enablement for Arc'teryx Equipment
Steve has been with Arc'teryx Equipment for more than three years, starting with the company in 2022 as Senior Director, Brand & Asset Protection. Before his promotion to Senior Director, Global Retail Standards & Enablement, he served as Senior Director, Operational Solutions. Prior to Arc'teryx Equipment, he spent a year with Canadian Tire as Manager, Ecommerce Fraud Strategy. Earlier in his career, he held roles with lululemon and West 49 Inc. Congratulations, Steve!


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Loss Prevention Strategies for Retailers

3 Best Ways to Positively Impact Your Bottom Line

Implementing the right loss prevention strategy for your retail business is as crucial now than it was ever before.

For many retailers, both large and small, inventory shrinkage continues to affect the bottom line more and more significantly, which unfortunately has led to some businesses having to close their doors. Ultimately, the answer to this problem lies in proper loss prevention strategies, but the ambiguity of finding the right one for your business has led many retailers down a rabbit hole of asset protection solutions that simply don’t deliver.
 
Below, we will cover some of the best ways to identify the right strategies for your business. First let’s look at why inventory shrinkage is such a problem for retailers everywhere.
 
How Inventory Shrinkage Impacts Retailers’ Bottom Line

Inventory shrinkage is the amount of inventory that is lost by a retailer due to external or internal causes, whether that’s theft, merchandise damage, or miscounts.

Inventory shrinkage is largely unavoidable, at least to some extent. The National Retail Federation reported that, on average, retailers lost 1.6% in sales due to shrinkage in 2022. Even the most vigilant shop owners can’t account for every situation where asset loss occurs, but that doesn’t mean the margin by which it happens can’t be reduced. Especially as it relates to theft and organized retail crime, there are many different methods retailers can use to mitigate the impact shrink has on their bottom line.

Alongside theft, loss prevention strategies can also benefit other operational areas. At the end of the day, that means retailers will be increasing the return they get from their sales efforts, all while limiting how much is lost in the process.

Retail Loss Prevention – 3 Indispensable Strategies to Incorporate


Continue Reading Here


 



The U.S. Crime Surge
The Retail Impact


Another AI Tool Emerges for Retailers Fighting ORC
Pose-Based AI Emerges as a New Tool in Retail Crime Prevention

By the D&D Daily staff

As organized retail crime (ORC) continues to evolve, retailers and researchers are exploring new technologies to detect and prevent theft. One area gaining attention is pose-based artificial intelligence (AI), which analyzes body posture and movement patterns rather than relying on facial recognition or appearance-based surveillance.

Instead of focusing on who someone is, pose-based systems track how people move through a store. By flagging motions linked to concealment or other unusual activity, these tools may provide real-time alerts for store teams. Researchers note that this method can operate alongside existing technologies, offering an additional layer of insight into shopper behavior.

Recent academic studies highlight the potential of this technology. Researchers have released benchmark datasets and models designed to detect shoplifting behavior from anonymized pose data captured in retail environments. These frameworks aim to lower false positives, improve detection accuracy, and provide retailers with tools that are both scalable and privacy-conscious.

Early field use has also been reported. In the Bay Area, some small business owners have experimented with AI-driven monitoring that tracks movement patterns tied to shoplifting, reporting fewer incidents as a result. While these pilot projects remain limited, they highlight the potential for retailers to add pose-based detection to the broader suite of tools used to address ORC.

The technology is not without challenges. Pose-based systems require clear camera placement and can struggle in crowded or poorly lit stores. Questions remain about accuracy across diverse populations and body types, as well as how data is stored, shared, and potentially linked with other identifiers. Legal and regulatory frameworks governing AI surveillance also vary widely by state, adding complexity to adoption.

For retailers, the promise lies in supplementing existing security measures with a technology designed to focus on behavior rather than identity. Whether it becomes a standard tool will depend on continued research, pilot testing, and the balance between effectiveness, cost, and compliance.

As ORC continues to adapt, pose-based AI represents one of the latest efforts to give retailers new tools in the fight against theft—an area that is likely to draw more attention from both industry and policymakers in the years ahead.


Crime Scaring Young People from Retail Jobs?
UK: Retail boss warns shoplifting fears deterring young staff

Jonathan James, who runs 40 Select Convenience stores, said he is struggling to recruit staff worried about being targeted by criminals

Young people are turning away from retail jobs because of fears they could be attacked by shoplifters, a convenience store owner has warned. Jonathan James, who runs around 40 stores under the Select Convenience brand said he is struggling to recruit staff concerned about being targeted by criminals.

“It’s just completely going unchecked and that is having an impact, obviously on morale, but it’s also having an impact on recruitment,” he told The Telegraph. “People are just seeing in the local paper that the shops have been done and staff have been assaulted.

It’s a hell of a job to recruit because they don’t want to put themselves in harm’s way.”

Figures from the Association of Convenience Stores (ACS) show more than 6.2 million shoplifting incidents were recorded in the past year, costing businesses over £2.2bn. James said it was the first time in his 25 years in retail that he was designing stores around security and staff safety rather than profitability.

The British Retail Consortium’s annual crime survey reported violence and abuse against retail workers rose by more than 50% in the past year and 340% since 2020. It said incidents had climbed from 455 a day in 2020 to over 2,000 a day, the highest level recorded. 70 of those daily incidents involved a weapon – more than double the previous year.

Chris Noice, communications director at the ACS, said: “Retailers and their colleagues have to deal with everything from theft and abuse to assault, violence and being threatened with weapons.

“In the last two years, retailers have spent over half a billion pounds on making their shops safer and more secure. This must be backed up by the police when incidents are reported to stop the prolific offenders that are targeting shops on a regular basis.”  betterretailing.com


More PDs Boost Tech to Fight Retail Crime
Freeport, Ill. police to enhance body cams, ShotSpotter with new Retail Crime grant
The Freeport Police Department has been awarded significant funding to enhance its technological capabilities, with a $9,000 Organized Retail Crime grant from Illinois Attorney General Kwame Raoul and $630,000 in FY26 appropriations from US Senator Dick Durbin’s office.

The funding will support technological upgrades for the department, including maintaining existing Shot Spotter coverage and expanding the use of body-worn cameras.

The appropriations will also allow the Freeport Police Department to acquire two additional squad video cameras and DVRs, a drone, license plate reader cameras, and a mobile command trailer. These enhancements are aimed at improving the department’s ability to respond to and manage incidents more effectively.

However, the implementation of these plans is contingent upon the passage of the appropriations bill, which will determine the availability of the $630,000 funding from Senator Durbin’s office. mystateline.com


National Guard Helping Cust Crime in NM
Democratic New Mexico Gov. says National Guard cut crime significantly
New Mexico Gov. Michelle Lujan Grisham tells NewsNation that deploying the National Guard to combat crime in Albuquerque has led to dramatic results, with felony arrests up 22% and misdemeanor arrests increasing 30%.

The Democratic governor, who declared a public safety emergency in April and deployed several dozen National Guard troops to Albuquerque’s Route 66 corridor, defended her decision as necessary to ensure residents feel safe in their communities.

“I’m not looking for a reputation. I’m looking to solve a problem until every New Mexican meets their constitutional right … to feel safe in their church and home and grocery store,” Grisham told NewsNation. newsnationnow.com


Has safety in downtown Cleveland changed? Here is crime data for the past 3 years

These are the most dangerous and safest MS cities, crime data shows
 



The Importance of 'Psychological Safety'
Psychology Safety Policies Missing at Companies

Just 16% say their organization currently has a written psychological safety policy, and just 36% say the term is formally defined and communicated internally.

Psychological safety is a concept so important to employee health that it's included in ISO 45003 and increasingly employees are rating it as a necessary factor in terms of engagement.

A recent survey, The Status of Psychological Safety in the Workplace, from Veriforce, found a disconnect between understanding the importance of psychological safety (68%) and the need to have a specific policy. Just 16% say their organization currently has a written psychological safety policy, and just 36% say the term is formally defined and communicated internally.

More than half (52%) report that their company lacks formal training or workshops on psychological safety. The research also found that formal training has a measurable impact on employees’ comfort levels to speak up. Those at companies with formal training on psychological safety reported an average comfort score of 4.0 out of 5, compared to 3.2 in companies without.

Nearly 1 in 5 (19%) say their leadership does not actively promote or model psychologically safe behaviors. Leadership support emerged as another critical factor. ehstoday.com


Sluggish Holiday Sales Coming?
Holiday retail sales projected to grow 4%, below 10-year average

While in-store sales are expected to grow 2.75% from last year, e-commerce sales growth is slowing, according to a recent report from Bain & Company.

Retail sales for November and December are projected to grow 4% year over year and surpass $975 billion, according to a holiday report from Bain & Company.

In-store sales are expected to grow 2.75% from last year. The strongest gains in store will be seen in apparel and accessories, general merchandise (excluding department stores) and health and personal care, which are projected to grow at least 5%.

Growth from non-store sales, which include e-commerce and mail orders, is expected to slow, with sales projected to be up 7% year over year. That’s compared to 9% to 10% growth in the category over the past two years. However, non-store sales are still expected to account for half of overall sales growth this season. retaildive.com

   RELATED: The holidays should be OK for retailers that try hard enough


Consumer Remains Resilient
Against the odds, Americans are still spending
Americans still opened their wallets last month, despite persistent fears about the economy, a slowing labor market and higher tariffs.

Spending at US retailers rose 0.6% in August, the Commerce Department said Tuesday, unchanged from July’s upwardly revised 0.6%. Last month’s figure came in much better than economists’ expectations of a 0.2% increase, according to a poll by data firm FactSet. Retail sales are adjusted for seasonal swings but not inflation.

Employers have hit the brakes on hiring in recent months as Americans once again grow pessimistic about the economy’s future. President Donald Trump’s widespread tariffs have also began to push up some prices, according to the Consumer Price Index.

Yet, US consumers haven’t cut back their spending meaningfully, and they may continue to spend, so long as layoffs don’t surge. cnn.com


Medical Costs Hitting Retailers
Retailers battle the rising costs of medical, liability claims

Second quarter earnings results across the industry showed that heightened claims costs are impacting even the strongest performers.

Rising costs related to medical and liability claims are hitting the industry at large. And although that was somewhat expected heading into the year, the precise impact has been a bit of a surprise — even for one of the country’s largest retailers.

Going into this year, a report from professional services company Aon showed that the average cost of employer-sponsored health plans were expected to grow 9% in 2025 if no cost reduction actions were taken. Plus, a survey from Mercer released this month found that the cost of health benefits per employee could climb an average of 6.5% next year. retaildive.com


Cupertino Whole Foods cleared to reopen after rodent infestation
The Whole Foods passed inspection nearly five months after being closed down for rodent droppings

UK: Poundland halts store closures amid restructuring plan

Kirkland’s to convert all stores to Bed Bath & Beyond, pivot to wholesale

 



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From Analyst-Dependent to Field-Driven:

Modernizing Loss Prevention at ULTA Beauty
and CVS Health with Agilence


Loss prevention is evolving — and the smartest retailers are empowering their field teams to lead the charge. In this live webinar, discover how Agilence's powerful, easy-to-use software is eliminating bottlenecks, removing analyst dependency, and putting actionable insights directly into the hands of the people on the ground. The payoff? Faster investigations, more confident teams, and measurable results.

You'll hear from Melinda Black, VP of Loss Prevention Field at ULTA Beauty, John Robinson, Director of Asset Protection for CVS Health, and Keneavy Krenzin, VP of Product Management at Agilence. Melinda will reveal how ULTA reimagined its LP strategy from rollout to full adoption — with Store Managers spending just 1.5 hours a week in Agilence to uncover fraud at record speed, where 4 out of 5 cases lead to admissions. John will share how CVS rolled out Agilence to Field AP Managers and Store Managers, enabling targeted reporting and streamlined investigations. With Store Managers spending just 15 minutes a week in the platform, CVS improved alerting capabilities and achieved a 33% actionable alert rate.

Plus, get an exclusive sneak peek at Agilence's upcoming AI capabilities, built to give field users an even greater edge in spotting issues early and stopping loss before it starts.

If you're ready to transform your loss prevention approach, empower your teams, and modernize LP without adding headcount, this is your blueprint.


Register Here


 

 

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Phishing Op Busted by Microsoft
Microsoft disrupts global phishing campaign that led to widespread credential theft

Officials say the operation led to ransomware and BEC attacks on U.S. hospitals and healthcare organizations.

Microsoft on Tuesday announced that it had dismantled the infrastructure behind a major phishing-as-a-service operation that had powered attacks on healthcare organizations around the world.

The operation, which Microsoft dubbed “Raccoon0365,” sold subscription-based phishing kits that allowed unsophisticated cybercriminals to steal Microsoft 365 account usernames and passwords, the company said in a blog post. It estimated that hackers used Raccoon0365 phishing kits to steal approximately 5,000 credentials from users in 94 different countries since July 2024.

Microsoft seized 338 of Raccoon0365’s web domains after obtaining permission from a federal judge in the Southern District of New York.

Raccoon0365 sold its phishing kits on a Telegram channel through subscriptions ranging from 30 to 90 days, according to Cloudflare, which worked with Microsoft on the operation to disrupt the service. Cyber criminals used the kits to target more than 2,300 organizations in the U.S. in a wide variety of industries. Many attacks sought to steal credentials and deploy malware during tax filing season, Microsoft said.

Microsoft told the court that it had conducted four separate “test buys” in which employees purchased phishing kits from Raccoon0365 and learned key details about how the operation worked.

The phishing operation has at least 850 members on its Telegram channel and has received more than $100,000 in cryptocurrency payments, Microsoft said. The alleged head of the operation is Joseph Ogundipe, a Nigerian-based man with a computer programming background, according to the company’s court filings. cybersecuritydive.com


'Encouraging Businesses to Share Cyber Threat Data'
House spending bill would reauthorize key cybersecurity programs

The two programs, which encourage information sharing and fund local improvements, are seen as critical for national cyber resilience.

The U.S. House of Representatives on Tuesday took a significant step toward reauthorizing two key cybersecurity programs.

The newly released draft of the House’s temporary government-funding bill includes language reauthorizing both the Cybersecurity Information Sharing Act and the State and Local Cybersecurity Grant Program. Both programs are set to expire on Sept. 30 unless lawmakers renew them.

The CISA law has received widespread support from cybersecurity experts and industry groups that describe it as essential for encouraging businesses to share cyber threat data with one another and the government. Trump administration officials have also endorsed its renewal.

“Without the protections codified by this statute, businesses may be less willing to share cyber threat information for fear of legal exposure,” a coalition of financial, energy, tech and operational technology trade groups warned congressional leaders on Sept. 4. “Any chilling effect on this information exchange directly benefits the nation-state attackers and cybercriminals seeking to degrade U.S. economic and national security interests.” cybersecuritydive.com


Fallout Continues After Cyberattack
Bridgestone Americas restores facilities’ network connections following cyberattack

The tire maker said it has begun to ramp up production but is still closely monitoring its processes for any issues.

Bridgestone Americas said it has restored connections between its facilities and its central computer network following a cyberattack earlier this month that disrupted its production operations.

The company, a subsidiary of Japan-based Bridgestone Corp., said the attack interrupted production at several of its North American and Latin American manufacturing and retreading facilities.

Bridgestone has begun to ramp up production at its affected facilities as part of its return to pre-hack output levels.

“With the safety and security of our systems being our top priority, we will continue to monitor for any signs of issues related to this limited cyber incident,” a Bridgestone Americas spokesperson told Cybersecurity Dive. cybersecuritydive.com


Many networking devices are still vulnerable to pixie dust attack

How a fake ICS network can reveal real cyberattacks

 


 

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Transforming Amazon Sellers
Amazon introduces agentic AI across the seller experience, transforming how sellers manage their businesses

Powered by Amazon Bedrock, Seller Assistant evolves into an always-on, agentic AI-powered partner that helps sellers launch, manage, and grow their business.

Independent sellers are crucial partners in the success of the Amazon store. These entrepreneurs—ranging from kitchen table startups to global brands—inspire us every day with their passion for creating amazing products, and drive us to build solutions that accelerate their growth while saving them valuable time and effort.

For over 25 years, Amazon has been developing and applying machine learning and AI technologies across nearly every aspect of our business, including tools and features that support our selling partners. Last year, we introduced Seller Assistant, a generative AI—powered expert for sellers, that provided immediate answers to questions and guided sellers to helpful resources. Today, I’m excited to announce the next evolution of Seller Assistant, enhanced with agentic AI capabilities—an important step forward that allows AI to not just respond, but to reason, plan, and help take action with a seller’s permission.

This represents a significant advancement in how sellers can run their businesses with Amazon. Our agentic AI capabilities are designed to work seamlessly throughout the entire selling experience, which means sellers can go from handling every task themselves to collaborating with an intelligent assistant that works proactively on their behalf around the clock, while always keeping sellers in control. Seller Assistant will be able to handle everything from routine operations to complex business strategy, so sellers can focus on innovation and growth.

Powered by Amazon Bedrock, and leveraging Amazon Nova and Anthropic Claude, Seller Assistant combines leading foundation models with the expertise and knowledge we’ve accumulated from supporting sellers for nearly 25 years. This powerful combination allows it to not only monitor account health and optimize inventory, but also to anticipate sellers’ needs, develop strategic solutions, and act when authorized, moving from passive assistance to active partnership. aboutamazon.com


Slower Online Holiday Sales Growth This Year?
US online holiday sales growth to slow as shoppers tighten budgets, Salesforce forecasts
U.S. online sales growth during the 2025 holiday season is expected to slow from last year, as price-conscious shoppers stay picky with their spending amid rising living costs, according to a Salesforce forecast released on Tuesday.

Salesforce projects online spending between November 1 and December 31 to rise 2.1% to $288 billion, lower than a 4% increase to $282 billion in the same period last year.

The outlook echoes recent reports from Deloitte and PwC, underscoring a subdued holiday season that will see shoppers prioritize essentials, hunt for deeper discounts and cut back on discretionary purchases as economic uncertainty weighs on sentiment. reuters.com


Online complaints surge to 27K in eight months, e-commerce & illegal websites top the list


 


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Walnut Creek, CA: Police detain group of juveniles in grab-and-run robberies at downtown stores
Walnut Creek Police said a group of juveniles was detained in connection with robberies at downtown businesses on Tuesday. Around 1:45 p.m., officers received a report that a group of juveniles ran into a Lululemon, grabbed merchandise, and then left, police said. According to police, officers were at the scene within minutes and were able to detain four juveniles in connection with the robbery. Police said they recovered merchandise belonging to other Broadway Plaza stores and that the total amount recovered was worth thousands of dollars.  cbsnews.com


Cleveland, OH: Thief makes off with 12 guns from Westlake gun store after smash-and-grab burglary
Authorities are searching for a suspect who they say broke into a Westlake gun store and stole a dozen firearms over the weekend. At about midnight Saturday, a thief climbed a ladder to break a second-story window at Westlake Classic Firearms on Center Ridge Road before smashing a display case full of handguns. The thief made off with 10 handguns from the display case and two rifles from the wall, said William Halusek, a spokesman for the Bureau of Alcohol, Tobacco, Firearms and Explosives. Both rifles were assault weapons, one a Pioneer Arms AK-47 and the other a Para Ordnance TTR, an AR-15 style weapon, according to a police report on the incident.  cleveland.com


Mankato, MN: Update: St. Peter man sentenced for theft of body armor, firearm magazines from store
The man accused of stealing over $2,000 worth of survival gear, firearm magazines, bear spray and body armor at the Mankato Scheels on April 17 has been sentenced to jail. Mohamed Adan Mohamed, 24, was sentenced this week to eight months in jail for theft and related charges but will serve 80 days in Blue Earth County Jail. Scheels employees observed Mohamed entering the store wearing a heavy winter jacket, green cap, COVID mask and gloves. He selected several high-priced items, including multiple magazines for a 9mm firearm, bear spray and body armor, without checking prices. Mohamed also claimed to sales people that he possessed an AR-style rifle calibrated to 9mm, according to a court complaint.  mankatofreepress.com


South Portland, ME: Windham man took $25K in stolen merchandise from Newbury Comics store over 18 months

Laredo, TX: LPD charges a suspect involved with retail theft of televisions
 



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Shootings & Deaths


Anchorage, AK: Update: Grocery store security guard says he was shot after asking to check customer’s receipt
A security guard at a grocery store in Alaska was shot last weekend over a reported receipt dispute. Kendrick McFarland says he was shot while working security at Carrs grocery store on Minnesota Drive on Sunday. McFarland said he had been working that morning since about 5 a.m., mostly checking receipts at the door, when, around 8:30 a.m., he asked a man to present his receipt, at which point the man pulled a gun and shot him. “[I] don’t know the gentleman,” McFarland said. “We don’t know each other, and it was just a crazy turn of events.” Only about three weeks into the job, McFarland said he was working for a private security contractor that the grocery chain hired to monitor the store. “The new program that we started as the security company was just checking the receipts of customer on the way out as they exit with their products,” he said. “But that conversation led to the dispute.”  wsaw.com


Columbus, OH: Juvenile arrested after shooting on Sunday in East Linden that injured 2
A juvenile is facing multiple charges after a shooting in East Linden on Sunday left two people injured. Officers were called around 5:30 p.m. to the 1800 block of Hudson Street after reports of gunfire inside a store. Investigators said the suspect fired shots, striking two victims.   myfox28columbus.com


Tulare County, CA: Man sentenced for deadly shooting at Visalia C- store

Savannah, GA: 16-year-old Oglethorpe Mall shooting suspect denied bond

 



Robberies, Incidents & Thefts


Warrington Township, PA: Two boys (12 and 14-Year-old) Arrested In Gunpoint Robbery At Vallet Square Shopping Center
Two boys are in custody in connection with an armed robbery that took place at the Valley Square Shopping Center just days before the start of the new school year, police announced Wednesday. The two boys — ages 12 and 14 — allegedly held a third boy at gunpoint and stole personal belongings on Aug. 30, Warrington police said. Warrington Police said they launched an investigation after receiving a cyber tip from the Pennsylvania State Police regarding a video posted on social media, which showed an armed robbery involving juveniles. Authorities determined the incident happened at Valley Square Shopping Center on Easton Road. Warrington Township Police Department executed a search warrant at a home in the 500 block of Bradford Avenue at approximately 6 a.m. Wednesday. Police said both juvenile suspects have been taken into custody without incident.   patch.com


Los Angeles, CA: Pair of L.A. 7-Eleven stores targeted in early-morning robberies

Austin, TX: Felon charged with 7 counts in connection to armed robberies of restaurants and C-stores in Austin


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C-Store – Ahoskie, NC – Armed Robbery/ shot
C-Store – Beloit, WI – Armed Robbery
C-Store – Beloit, WI – Armed Robbery
C-Store – Valdosta, GA - Armed Robbery
C-Store – Asheville, NC – Armed Robbery
C-Store – Bronx, NY – Armed Robbery
C-Store – Laurel County, KY – Robbery
C-Store – Lexington County, SC – Armed Robbery
C-Store – Houston, TX – Armed Robbery
C-Store- Los Angeles, CA- Armed Robbery
C-Store- Los Angeles, CA- Armed Robbery
Clothing – Walnut Creek, CA – Robbery
Electronics – Laredo, TX – Robbery
Gas Station – Niles, OH – Armed Robbery
Guns- Westlake, OH – Burglary
Jewelry – Orlando, FL – Burglary
Restaurant – New Lenox, IL – Armed Robbery
Restaurant – San Diego, CA – Burglary
Restaurant – Fayetteville, NC - Armed Robbery
Tobacco – Mobile, AL – Armed Robbery
Tobacco – Winston-Salem, NC – Armed Robbery                

 

Daily Totals:
• 18 robberies
• 3 burglaries
• 1 shooting
• 0 killed



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Staffing 'Best in Class' Teams

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District Asset Protection Manager
Braintree, MA
As a District Asset Protection Manager, you will develop, teach, and lead the implementation of the company’s asset protection, shortage control and safety programs for all stores in your district. You will train, mentor, and collaborate with store management and shortage control associates to ensure the effective execution and proper implementation of company policies, while driving improvements in inventory management and loss prevention...




Director, Contact Center, Fraud Operations
Bentonville, AR
Lead the Fraud & Risk Operations strategy, partnering with Fraud Strategy, Technology, and other key stakeholders to detect, prevent, and reduce fraud in the digital and retail space. Direct large-scale operations teams (internal, outsourced, and offshore) with accountability for fraud KPIs, risk outcomes, and productivity metrics...




 


Director, Safety
San Francisco, CA
The Director of Safety is responsible for developing, implementing, and overseeing comprehensive safety programs across all retail locations, corporate offices, and some distribution operations. This leadership role ensures compliance with federal, state, and local safety regulations while fostering a culture of safety excellence that protects employees, customers, and company assets...

 



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Outcomes Are More Important Than Bells & Whistles


You're not buying features. You’re buying outcomes. Retailers: Don't get wowed by bells and whistles. Ask: what does this actually do for my business? Solution providers: Sell the outcome, not the interface. People don't care how many buttons you have—they care about results. Remember to think, "WIIFM" What's In In For Me?


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