Experience Lead - Retail Customer Service & Team Growth

PetSmart; Springfield (OH); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Health & Wellness Benefits

401k Plan with company match

Paid Time off for full-time associates

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 and values. This role drives loyalty and promotions, guides store team interactions, and oversees safety, cleanliness, and merchandising to achieve targeted results.

This position emphasizes people leadership, event coordination, and strong communication to ensure a superior in-store experience for customers and their pets.

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.

Responsibilities

• Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, and coaching.
• Leads store operations as Leader on Duty and oversees daily tasks and employee engagement.
• Promotes store events and marketing initiatives, handles live pet sales and adoptions, and assists with merchandise and promotions.
• Ensures safety, cleanliness, and compliance with policies while delivering excellent pet parent service.

Skills

Retail experience

Leadership experience

Full-time availability

Proficiency in computer applications

Strong communication

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service while upholding the company’s vision and values. This role drives loyalty and promotions, guides store team interactions, and oversees safety, cleanliness, and merchandising to achieve targeted results.

This position emphasizes people leadership, event coordination, and strong communication to ensure a superior in-store experience for customers and their pets.