Retail Experience Lead: Customer Service & Growth

PetSmart; Kennesaw (GA); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Health benefits

401k plan

Paid time off

Associate discounts

Tuition assistance

Career pathing

Development opportunities

Weekly pay

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding PetSmart’s vision, mission, values, and store goals. The role drives loyalty initiatives, promotions, and pet-parent interactions throughout the store to achieve targeted results.

This position shares responsibility for safety, cleanliness, merchandising, and associate engagement, with opportunities to lead on duty and mentor teammates.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability; evenings, weekends, and holidays required.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure with composure.
• Strong organizational skills and attention to detail.

Responsibilities

• Facilitates the associate experience; supports development, onboarding, coaching, and performance reviews.
• Delegates daily tasks and leads when Leader on Duty.
• Supports Services businesses when needed.
• Promotes store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Responsible for live pet sales and pet adoptions.
• Backups to operate POS systems and handle cash transactions; ensure accuracy.
• Maintains store standards and ethical policies; ensures safety of associates and pets.

Skills

Retail experience

Leadership experience

Communication skills

Customer service

Computer skills

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding PetSmart’s vision, mission, values, and store goals. The role drives loyalty initiatives, promotions, and pet-parent interactions throughout the store to achieve targeted results.

This position shares responsibility for safety, cleanliness, merchandising, and associate engagement, with opportunities to lead on duty and mentor teammates.