Retail Experience Lead - Customer Service & Pet Care

PetSmart; Sterling (VA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Paid Weekly

Health & Wellness Benefits

401k Match

PTO for full-time associates

Associate Discounts

Tuition Assistance

Career Pathing

Development Opportunities

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding our vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty and promotions and oversees store safety, cleanliness, merchandising, and associate engagement.

You will lead and develop associates, train onboarding, coach for growth, and ensure timely completion of daily tasks.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required, evenings, weekends, 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 associate experience and development, including training and coaching.
• Leads and directs associates as Leader on Duty and delegates daily tasks.
• Supports Services businesses when the Experience Leader is unavailable.
• Maintains store standards, safety, and policy compliance.
• Promotes events, merchandising, and pet adoption initiatives.
• Backs up POS operations and handles cash transactions.
• Ensures smooth online order pick-up and overall store cleanliness.

Skills

Leadership

Customer focus

Communication

Computer skills

Under pressure

Organizational skills

Availability

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding our vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty and promotions and oversees store safety, cleanliness, merchandising, and associate engagement.

You will lead and develop associates, train onboarding, coach for growth, and ensure timely completion of daily tasks.