Experience Lead - Retail Pet Services

PetSmart, Inc.; Waldorf (MD); 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’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results.

This role has shared responsibility for the oversight of safety of people and pets and store cleanliness, merchandising and associate engagement.

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. This includes training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action and promotions.
• Leads and directs associates when acting as the Leader on Duty.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Responsible for live pet sales and pet adoptions.
• Back-up to operate POS systems and handle cash transactions, ensuring accuracy and compliance with company policies.
• Maintains store standards and leads a culture of empowerment by ensuring compliance to policies and code of ethics.

Skills

Retail experience

Leadership

Computer skills

Written communication

Verbal communication

Pressure resilience

Organizational skills

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results.

This role has shared responsibility for the oversight of safety of people and pets and store cleanliness, merchandising and associate engagement.