Assistant Store Manager - Customer Experience

PetSmart; Portsmouth (NH); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a dynamic Assistant Store Manager to enhance customer experiences and lead a passionate team. This role involves fostering a culture of care for pets and their owners while driving store performance. You'll manage daily operations, support staff development, and ensure compliance with safety standards. If you thrive in a fast-paced environment and have a passion for pets, this opportunity is perfect for you. Join a team that values diversity and is dedicated to making a meaningful impact every day.

Benefits

Paid Weekly

Health Benefits: Medical, Dental, Vision

401k

Tuition Assistance

Associate Discounts and Perks

Career Development Opportunities

Qualifications

• 3-5 years of retail leadership or customer-focused experience required.
• Strong communication and organizational skills are essential.

Responsibilities

• Lead the store culture and ensure safety and satisfaction of pets and customers.
• Manage daily operations and drive pet parent experience.

Skills

Retail Leadership

Customer Service

Communication Skills

Organizational Skills

Problem Solving

Tools

Computer Applications

Job description

Assistant Store Manager - Customer Experience

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

About Life at PetSmart

At PetSmart, we're more than just a company obsessed with pets; we're obsessed with our people too. Our values are rooted in unconditional love—a lesson we learn from our pets—and staying united together. We believe when our associates are happy and healthy, they can provide the best care for our furry, scaled, and feathery friends while enjoying a work environment that celebrates authenticity.

Benefits That Benefit You

• Paid weekly
• Full-time hours
• Associate discounts and perks
• Health benefits: medical, dental, vision
• 401k
• Tuition assistance
• Career development opportunities

Job Summary

The Experience Leader (ELR) at PetSmart provides leadership and service to pet parents, upholding our company's vision, mission, and values. This role involves leading the store culture, achieving results, and ensuring the safety and well-being of people and pets. Responsibilities include managing daily operations, driving pet parent experience, and contributing to financial outcomes.

Essential Responsibilities

People Leadership

• Participate in recruiting, interviewing, hiring, coaching, and terminating staff.
• Support associate development through reviews, recognition, training, onboarding, mentoring, and coaching.
• Handle associate complaints and grievances.
• Delegate daily tasks to meet business and pet parent needs.
• Coach associates on proper processes to ensure pet safety and health.
• Manage staffing for experience activities.
• Communicate company priorities and expectations clearly.
• Recognize and celebrate team engagement.

Overall Store Experience

• Lead the pet and customer experience, ensuring safety and satisfaction.
• Respond to pet parent concerns via phone, in person, or online.
• Assist with reservations for hotel, salon, and training services.
• Oversee all PetSmart services, live pet sales, and adoptions.
• Evaluate and improve store operations and experiences.
• Manage store events and marketing efforts.
• Maintain store standards and ensure policy compliance.
• Conduct monthly Service Walks to verify procedures.
• Take action on sick or injured pets in the store.
• Participate in store opening and closing procedures.

Business Management

• Identify growth opportunities and hold staff accountable for sales and shrink targets.
• Manage expenses and store metrics.
• Coordinate with home office for work orders and purchases.
• Work with service staff on productivity and scheduling.

Qualifications

• 3-5 years retail leadership or customer-focused experience.
• Full-time availability, flexible schedule including evenings, weekends, and holidays.
• Proficiency in computer applications.
• Strong communication skills.
• Ability to maintain composure under pressure.
• Excellent organizational skills and attention to detail.

Supervisory Responsibility

Oversee 1-6 lead associates and 10-70 non-leader associates, following company policies and procedures.

Physical Demands and Work Environment

Stand, walk, climb ladders, handle pet-related tasks, and lift up to 50 pounds regularly. Occasionally work around moving mechanical parts, pet hair, and in noisy environments. Exposure to live animals is common.

Join Us

Make a meaningful impact every day—helping customers, celebrating pets, and creating moments that matter. We value diversity and the unique perspectives of our 50,000 associates. Apply now and become part of our team committed to doing Anything for Pets and the people who love them.