Experience Lead: Retail Customer Service Champion

PetSmart; Mesa (AZ); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Paid Weekly

Health Benefits

401k Match

Paid Time Off

Associate Discounts

Tuition Assistance

Career Pathing

Development Opportunities

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty and promotions and oversees store safety, cleanliness, merchandising, and associate engagement.

This position has shared responsibility for leading the store when the Leader on Duty is unavailable and requires strong people leadership and a commitment to brand

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability (evenings, weekends, holidays).
• 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 development.
• Leads as Leader on Duty and delegates daily tasks.
• Supports Services businesses when the Experience Leader is unavailable.
• Promotes store events and marketing for adoptions and partnerships.
• Maintains store standards and safety for associates and pets.
• Operates POS systems and handles cash accurately.
• Assists in opening and closing procedures.
• Addresses associate complaints and recognizes engagement.

Skills

Retail experience

Leadership

Full-time availability

Computer skills

Communication skills

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty and promotions and oversees store safety, cleanliness, merchandising, and associate engagement.

This position has shared responsibility for leading the store when the Leader on Duty is unavailable and requires strong people leadership and a commitment to brand