Experience Lead: Retail Pet Service & Customer Care

PetSmart Store Support Group, Inc.; Durham (NC); On-site; USD 32,000 - 42,000; 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 is seeking an Experience Lead (Retail Customer Service Lead) to deliver outstanding pet parent service and drive loyalty strategies in-store. You will oversee daily operations, lead associates on duty, and promote a positive customer experience while upholding PetSmart values and policies.

The role emphasizes associate development, store cleanliness, safety, and accurate merchandising, with opportunities to engage customers and manage live pet programs.

Qualifications

• 2+ years of retail experience in a customer‑facing environment.
• Full‑time availability with ability to work evenings, weekends and holidays as needed.
• Proficiency in computer applications and POS systems.
• Strong written and verbal communication skills.

Responsibilities

• Facilitates the associate experience and supports development and coaching.
• Leads as Leader on Duty and delegates daily tasks.
• Supports store operations, customer service and adherence to policies.
• Maintains store standards and ensures safe, clean premises.

Skills

Leadership experience

Strong written and verbal iletişim

Tools

POS systems

Job description

PetSmart is seeking an Experience Lead (Retail Customer Service Lead) to deliver outstanding pet parent service and drive loyalty strategies in-store. You will oversee daily operations, lead associates on duty, and promote a positive customer experience while upholding PetSmart values and policies.

The role emphasizes associate development, store cleanliness, safety, and accurate merchandising, with opportunities to engage customers and manage live pet programs.