Pet Retail Experience Lead

PetSmart; Walnut Creek (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401k with company match

Paid Time off for full‑time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Job summary

PetSmart's Retail Customer Service Lead (Key Holder) plays a pivotal role in delivering outstanding service to pet parents while upholding our store standards. The role focuses on leading a team, driving loyalty initiatives, and ensuring a safe, clean, and welcoming shopping environment.

The position requires 2+ years in retail, leadership preference, and 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, with flexibility for evenings, weekends and holidays.
• Proficiency in computer applications and basic POS operations.
• Strong written and verbal communication; able to work under pressure and stay organized.

Responsibilities

• Facilitate associate experience and development, including onboarding, mentoring and coaching.
• Lead as Leader on Duty when needed and oversee daily tasks.
• Provide exceptional pet parent service in-store, by phone, or online and support loyalty initiatives.
• Reconcile store operations with accuracy in cash handling and POS transactions.
• Ensure store cleanliness, safety, and consistent brand standards.
• Assist and collaborate across departments as needed and follow company policies.

Skills

Customer service

Leadership

Communication

Time management

Tools

POS systems

Computer applications

Job description

PetSmart's Retail Customer Service Lead (Key Holder) plays a pivotal role in delivering outstanding service to pet parents while upholding our store standards. The role focuses on leading a team, driving loyalty initiatives, and ensuring a safe, clean, and welcoming shopping environment.

The position requires 2+ years in retail, leadership preference, and full-time availability including evenings, weekends, and holidays.