Pet Retail Experience Lead

PetSmart Store Support Group, Inc.; Philadelphia (Philadelphia County); On-site; USD 23,000 - 32,000; 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 is seeking a Retail Customer Service Lead to drive the pet parent experience in-store, lead a team, and ensure excellent service generation. This role emphasizes loyalty, promotional activities, and interactions with customers while upholding safety and cleanliness standards.

The Experience Lead collaborates across departments to deliver a seamless shopping experience and supports daily operations, events, and merchandise promotion.

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, including training and coaching.
• Validates completion of operational messages and engagement video compliance.
• Supports Services businesses when needed and delegates daily tasks.
• Leads and directs associates when acting as Leader on Duty.
• Addresses and administers associate complaints and maintains engagement.
• Supports brand integrity and overall store experience through customer interactions.
• Promotes store events, ads, and partnerships; assists with live pet sales and adoptions.
• Maintains POS readiness, cash handling accuracy, and adherence to policies.

Skills

Customer service

Leadership

Communication

Time management

Computer proficiency

Problem solving

Adaptability

Job description

PetSmart is seeking a Retail Customer Service Lead to drive the pet parent experience in-store, lead a team, and ensure excellent service generation. This role emphasizes loyalty, promotional activities, and interactions with customers while upholding safety and cleanliness standards.

The Experience Lead collaborates across departments to deliver a seamless shopping experience and supports daily operations, events, and merchandise promotion.