Retail Experience Lead - Pet Care & Customer Growth

PetSmart; Timmins; On-site; CAD 32,000 - 42,000; Full time

Benefits offered by this job

Paid weekly

Health benefits

RRSP with company match

Paid time off for full-time associates

Associate discounts

Tuition assistance

Career pathing

Development opportunities

Job summary

PetSmart is hiring an Experience Lead (Retail Customer Service Lead) to deliver exceptional pet parent service while upholding our values and strategy. You will drive loyalty initiatives and oversee safety, cleanliness, merchandising and engagement across the store.

The role emphasizes leadership, policy compliance, and strong communication to support a high-performing team and positive customer interactions. Join us to contribute to a caring, pet-focused culture in a dynamic retail environment.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required, flexibility in schedule, able 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.

Responsibilities

• Facilitates the associate experience and supports associate development, including training, onboarding, mentoring and coaching.
• Validates completion of assigned operational messages and engagement compliance.
• Supports Services businesses when the Experience Leader is unavailable.
• Delegate and validate completion of daily tasks.
• Lead and direct associates when acting as Leader on Duty.
• Address and resolve associate complaints and grievances.
• Promote and coordinate store events and marketing for adoptions and partnerships.
• Prepare online orders for pick-up and ensure a smooth pickup experience.
• Operate POS systems and handle cash transactions with policy compliance.
• Maintain store standards and a culture of empowerment and safety.

Skills

Retail leadership

Customer service

Communication

POS systems

Hours flexibility

Tools

POS systems

Job description

PetSmart is hiring an Experience Lead (Retail Customer Service Lead) to deliver exceptional pet parent service while upholding our values and strategy. You will drive loyalty initiatives and oversee safety, cleanliness, merchandising and engagement across the store.

The role emphasizes leadership, policy compliance, and strong communication to support a high-performing team and positive customer interactions. Join us to contribute to a caring, pet-focused culture in a dynamic retail environment.