Pet Customer Experience Leader

PetSmart, Inc.; Utica (MI); On-site; USD 17,000 - 25,000; 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, Inc. is seeking a Retail Customer Service Lead (Key Holder) to elevate the pet parent experience and drive loyalty and promotional initiatives in-store.

The role emphasizes leadership of team members, adherence to safety and store standards, and collaboration with store leadership to deliver exceptional customer service. The position requires 2+ years in retail and strong communication, with full-time availability including evenings, weekends, and holidays.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability; flexibility for evenings, weekends, and holidays.

Responsibilities

• Oversee associate experience and development, including training, onboarding, mentoring, and performance feedback.
• Support Services business operations when Leaders are unavailable.
• Lead as Leader on Duty and assist with daily tasks and shift coverage.
• Ensure brand standards, store cleanliness, safety, and policy compliance.

Skills

Retail experience

Leadership

Communication

Computer skills

Job description

PetSmart, Inc. is seeking a Retail Customer Service Lead (Key Holder) to elevate the pet parent experience and drive loyalty and promotional initiatives in-store.

The role emphasizes leadership of team members, adherence to safety and store standards, and collaboration with store leadership to deliver exceptional customer service. The position requires 2+ years in retail and strong communication, with full-time availability including evenings, weekends, and holidays.