Pet Retail Experience Lead (Key Holder)

PetSmart, Inc.; South Carolina; On-site; USD 42,981,000 - 57,308,000; 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 an Experience Lead (Retail Customer Service Lead) to drive the pet parent experience through loyalty, promotions, and interactions in-store. You will help manage safety, cleanliness, merchandising and associate engagement while supporting leaders on duty.

This role emphasizes strong communication and team development. The position requires 2+ years in retail, full-time availability, and proficiency with POS systems and computer apps.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability; ability to work evenings, weekends and holidays.
• 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 associate experience and supports development through training, onboarding, mentoring, and coaching.
• Delegate and validate daily tasks; supervise as Leader on Duty when needed.
• Address associate concerns and promote engagement.
• Promote pet parent experience via telephone, in-person, or online interactions.
• Coordinate store events, promotions, adoptions, and vet partnerships.
• Assist with live pet sales and adoptions; handle online order prep for pickup.
• Back-up to operate POS and handle cash; ensure policy compliance.
• Maintain store standards, cleanliness, and brand integrity.

Skills

Retail experience

Leadership

Computer proficiency

Communication skills

Pressure management

Detail orientation

Education

High school diploma or equivalent

Tools

POS systems

MS Office / computer apps

Job description

PetSmart is seeking an Experience Lead (Retail Customer Service Lead) to drive the pet parent experience through loyalty, promotions, and interactions in-store. You will help manage safety, cleanliness, merchandising and associate engagement while supporting leaders on duty.

This role emphasizes strong communication and team development. The position requires 2+ years in retail, full-time availability, and proficiency with POS systems and computer apps.