Assistant Store Manager - Customer Experience

PetSmart; Edmonton; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading pet retail company is seeking an Assistant Store Manager - Customer Experience in Division No. 11, Edmonton. You will provide exceptional leadership, manage daily store operations, and ensure a high-quality experience for both associates and pet parents. Ideal candidates will have retail leadership experience, strong communication skills, and the ability to thrive in a dynamic environment. Join us and make a meaningful impact daily.

Qualifications

• 3-5 years of retail leadership or experience in a customer-focused environment.
• Full-time availability with flexibility to work evenings, weekends, and holidays as needed.
• Strong written and verbal communication skills.

Responsibilities

• Participates in employment decisions such as hiring and coaching.
• Leads the associate and pet parent experience.
• Drives opportunities to grow the business and achieve store P&L targets.

Skills

Retail leadership experience

Customer-focused environment experience

Strong communication skills

Organizational skills

Tools

Computer applications proficiency

Job description

Overview

Assistant Store Manager - Customer Experience at PetSmart. Join to apply for the Assistant Store Manager - Customer Experience role at PetSmart.

Job Summary

PetSmart’s Experience Leader (ELR) is responsible for providing exceptional leadership and service to our pet parents while upholding the company’s vision, mission, values, and strategy. This role provides exemplary leadership for the store by driving the pet parent experience through culture and strategies, achieving targeted results. This role has shared responsibility for the safety of people and pets, efficient execution of daily tasks, and financial outcomes.

Essential Responsibilities

• People Leadership : Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
• Facilitates the associate experience and supports associate development, including associate reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth.
• Address and administer associate complaints and grievances.
• Prioritize, delegate, and validate daily tasks for associates to meet business and pet parent needs.
• Lead and coach associates on proper processes to ensure pets in our care are safe and healthy.
• Coordinates staffing coverage for experience activities in pivotal areas of the store.
• Effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations.
• Delegate and validate completion of daily tasks including engagement videos.
• Recognizes and celebrates associates driving overall associate engagement.

Overall Store Experience

• Leads the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy.
• Responsible for the pet parent experience and outcomes conducted over the telephone, in person, or online, and responds to general and escalated pet parent concerns.
• Assists with reservations in hotels, salons, and training.
• Oversees all PetSmart services (salon, training, hotel and day camp), live pet sales and adoptions.
• Evaluates operations and seeks opportunities to continuously improve experiences and services.
• Oversees store events and marketing (adoptions, hotel, salon, etc.).
• Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and procedures and code of ethics.
• Responsible for conducting monthly Services Walks to validate proper execution of policies and procedures.
• Responsible for taking immediate action when a sick or injured pet is identified in the store; transport to the vet as needed.
• Shared responsibility with store opening and closing procedures to uphold our brand promise.

Business Management

• Drives opportunities to grow the business and holds associates accountable for achieving store P&L targets, such as sales and shrink.
• Manages expenses such as labor and supplies and other relevant store metrics.
• Leverages home office partners and resources to submit and follow up on store-related work orders and purchase card allocation.
• Works with services associates on productivity and scheduling to grow the business and achieve company goals.

Qualifications

• 3-5 years of retail leadership or experience in a customer-focused environment.
• Full-time availability with flexibility to work evenings, weekends, and holidays as needed.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

Supervisory Responsibility

• Typically oversees one to six lead associates and ten to seventy non-leader associates, and carries out supervisory responsibilities in accordance with PetSmart’s policies and procedures.

Physical Demands and Work Environment

• Stand, walk, climb a ladder, and use hands to handle, feel, hold, and write. May require reaching with hands and arms, stooping, kneeling, crouching, talking, and hearing. Vision abilities include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Lift and / or move up to 50 pounds frequently and up to 100 pounds occasionally with team lifting. Vision abilities include depth perception.
• Occasional exposure to moving mechanical parts, a wet environment with pet hair, moderate noise levels, and live animals.

Do What You Love

Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom, you’ll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.

We’re delighted you’re interested in joining our team and helping us in our commitment to doing Anything for Pets, and the people who love them. Apply now!

This job summary describes the general nature and level of work associates / leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided with a copy of a job description for the actual position you are hired into. Exact rate of pay will be based on relevant experience, training, skills or knowledge and store location. In no instance will PetSmart pay less than the local minimum wage. This position is eligible for benefits as described at https://benefits.petsmart.com/ca/

PetSmart provides equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Reasonable accommodations are offered to applicants with disabilities throughout the application process, upon request and as required by law.

Employment and Seniority

• Seniority level : Not Applicable
• Employment type : Full-time
• Job function : Other
• Industries : Retail