Pet Retail Experience Lead

PetSmart; Nazareth (Northampton County); On-site; USD 2,066,000 - 2,755,000; 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 while upholding the company’s vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty and promotions, and pet parent interaction across the store while achieving targeted results.

It shares responsibility for safety of people and pets, 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.

Responsibilities

• Facilitates the associate experience and supports associate development including training, onboarding, mentoring, and coaching for growth.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports Services businesses when the Experience Leader is not available.
• Delegate and validate completion of daily tasks; Lead when acting as Leader on Duty.
• Address and administer associate complaints and grievances; recognize and celebrate engagement.
• Responsible for pet parent experience and outcomes via in-store, phone, or online interactions.

Job description

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

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