Experience Leader: Elevate Pet Care & Store Growth

PetSmart, Inc.; Westminster (CO); On-site; USD 52,000 - 72,000; 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 Leader (ELR) role focuses on providing exceptional leadership and service to our pet parents while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience through culture and daily operations, delivering targeted results and maintaining safety for people and pets.

The ELR holds shared responsibility for store performance, engagement, and executing daily tasks with a strong emphasis on leadership, service quality, and policy

Qualifications

• 3-5 years of retail leadership or experience in a customer-focused environment.
• Full time availability, flexible schedule including evenings, weekends and holidays.
• Proficiency in computer applications and basic software tools.
• Strong written and verbal communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

Responsibilities

• Participates in recruitment, interviews, hiring, coaching.
• Supports associate development and reviews.
• Addresses associate complaints and grievances.
• Delegates daily tasks to meet business needs.
• Leads associates on proper processes to keep pets safe and healthy.
• Coordinates staffing coverage for experience activities.
• Communicates priorities to associates and aligns team goals.
• Recognizes and celebrates engaged associates.
• Leads the associate and pet parent experience at all levels.
• Manages pet parent interactions by phone, in person, or online.
• Oversees bookings for hotels, salons, and training.
• Oversees services (salon, training, hotel, day camp), live sales and adoptions.
• Evaluates operations to improve experiences and services.
• Executes store events and marketing activities.
• Maintains store standards and policy compliance.
• Conducts monthly Services Walks to validate policies.
• Acts promptly if a sick/injured pet is identified.
• Shares responsibility for opening and closing procedures.
• Identifies opportunities to grow the business and control costs.

Skills

Retail leadership

Communication skills

Under pressure

Organizational skills

Computer literacy

Job description

PetSmart’s Experience Leader (ELR) role focuses on providing exceptional leadership and service to our pet parents while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience through culture and daily operations, delivering targeted results and maintaining safety for people and pets.

The ELR holds shared responsibility for store performance, engagement, and executing daily tasks with a strong emphasis on leadership, service quality, and policy