Experience Lead: Retail Pet Care & Service

PetSmart Store Support Group, Inc.; Woodbridge (VA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid Weekly

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 in Woodbridge, VA is seeking a Retail Customer Service Lead (Key Holder) to drive the pet parent experience while upholding PetSmart's vision and values. You will oversee daily store operations, support associate development, and coordinate loyalty and promotions to achieve targets.

This role includes ensuring a safe, clean, and welcoming environment for customers and their pets. The ideal candidate has at least 2 years of retail experience, strong communication skills, a willingness to

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.
• Delegates and validates daily tasks; Leads when acting as Leader on Duty.
• Promotes store events and merchandising initiatives; supports with customer engagement.
• Responsible for live pet sales, adoptions, and customer interactions.
• Backups to operate POS systems and handle cash transactions.
• Maintains store standards, safety, cleanliness, and policy compliance.
• Assists in opening and closing procedures and cross-departmental support.

Skills

Leadership

Customer service

Communication

Computer proficiency

Organization

Working under pressure

Job description

PetSmart in Woodbridge, VA is seeking a Retail Customer Service Lead (Key Holder) to drive the pet parent experience while upholding PetSmart's vision and values. You will oversee daily store operations, support associate development, and coordinate loyalty and promotions to achieve targets.

This role includes ensuring a safe, clean, and welcoming environment for customers and their pets. The ideal candidate has at least 2 years of retail experience, strong communication skills, a willingness to