Experience Lead, Retail Customer Care & Growth

PetSmart; Tyler (TX); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Paid Weekly

Health & Wellness Benefits

401k Plan

Paid Time off

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Job summary

PetSmart's Retail Customer Service Lead provides exceptional pet parent service and upholds our vision, mission, values, and strategy. This role drives loyalty, promotions, and pet parent interactions across the store while achieving targeted results.

It shares responsibility for safety, cleanliness, merchandising, and associate engagement. Leading by example, you will support the Services businesses, coordinate events, assist live sales and adoptions, and ensure a positive, compliant store

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, coaching for growth, and performance feedback.
• Validates completion of operational messages and engagement video compliance.
• Supports Services businesses as needed when the Experience Leader is not available.
• Delegate and validate completion of daily tasks.
• Leads and directs associates when acting as the Leader on Duty.
• Addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates driving engagement.

Skills

Leadership

Communication

Computer skills

Stress management

Organization

Job description

PetSmart's Retail Customer Service Lead provides exceptional pet parent service and upholds our vision, mission, values, and strategy. This role drives loyalty, promotions, and pet parent interactions across the store while achieving targeted results.

It shares responsibility for safety, cleanliness, merchandising, and associate engagement. Leading by example, you will support the Services businesses, coordinate events, assist live sales and adoptions, and ensure a positive, compliant store