Pet Retail Experience Lead

PetSmart Store Support Group, Inc.; Alexandria (VA); On-site; USD 24,796 - 34,440; Full time

Benefits offered by this job

Health & Wellness Benefits

401k Plan with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Paid Weekly

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 loyalty and promotions, and pet parent interactions storewide while achieving targeted results.

It shares responsibility for safety of people and pets and for store cleanliness, merchandising and associate engagement.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Strong written and verbal communication skills.
• Proficiency in computer applications.
• Willingness to work evenings, weekends, and holidays as needed.

Responsibilities

• Facilitates associate experience and development through training, onboarding, mentoring, and coaching.
• Validates completion of operational messages and engagement videos.
• Supports Services businesses when Leader is not available.
• Delegates and validates daily task completion.
• Leads as Leader on Duty and manages staff coverage.
• Addresses associate complaints and grievances.
• Recognizes and celebrates high engagement.
• Ensures pet parent experiences via phone, in person, or online and addresses concerns.
• Promotes store events, adoptions, vet partnerships, and shot clinics.
• Oversees live pet sales and adoptions.
• Maintains store standards and safety for pets and people.
• Prepares online orders for in-store pickup and ensures smooth pickup.
• Backup to operate POS systems and handle cash transactions.
• Maintains cleanliness of sales floor, adoption center, breakroom, restrooms.
• Supports opening and closing procedures to uphold brand promise.
• Assists other departments as needed.

Skills

Retail experience

Leadership

Communication skills

Computer proficiency

Organizational skills

Team collaboration

Tools

POS systems

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 loyalty and promotions, and pet parent interactions storewide while achieving targeted results.

It shares responsibility for safety of people and pets and for store cleanliness, merchandising and associate engagement.