Pet Retail Experience Lead (Key Holder)

PetSmart, Inc.; Buffalo (NY); On-site; USD 25,000 - 39,000; 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) in Buffalo, NY, is a full-time role focused on delivering outstanding pet-parent service while upholding PetSmart’s vision and values. You will support store operations, lead the associate experience, and help drive loyalty initiatives, promotions, and adoption activities to meet targets.

The role requires strong communication, the ability to work evenings, weekends, and holidays, and proficiency with standard computer applications.

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. This includes training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action and promotions.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports the various Services businesses as needed when the Experience Leader is not available.
• Delegate and validate completion of daily tasks.
• Leads and directs associates when acting as the Leader on Duty.
• Address and administer associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) in Buffalo, NY, is a full-time role focused on delivering outstanding pet-parent service while upholding PetSmart’s vision and values. You will support store operations, lead the associate experience, and help drive loyalty initiatives, promotions, and adoption activities to meet targets.

The role requires strong communication, the ability to work evenings, weekends, and holidays, and proficiency with standard computer applications.