Retail Experience Lead – Customer Service & Team Growth

PetSmart Store Support Group, Inc.; Nags Head (NC); On-site; USD 35,000 - 52,000; 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 Store Support Group, Inc. is seeking a Retail Customer Service Lead (Key Holder) to drive the pet parent experience and oversee daily store operations. You will lead associates, support onboarding, and ensure smooth POS and checkout processes while upholding brand standards and safety.

The role emphasizes people leadership, merchandise promotion, adoptions events, and collaboration across departments to achieve targets and a positive store environment.

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, including training and coaching.
• Validates completion of operational messages and engagement video compliance.
• Supports Services businesses when needed and delegates daily tasks.
• Leads and directs associates as Leader on Duty and handles employee concerns.
• Promotes pet parent experience and coordinates store events and marketing.
• Responsible for live pet sales and adoptions; maintains store cleanliness and safety.
• Ensures POS accuracy and cash handling compliance.
• Maintains store standards and a culture of policy adherence.

Skills

Retail experience

Leadership experience

Communication skills

Evenings/weekends/holidays flexibility

Tools

POS systems

Computer applications

Job description

PetSmart Store Support Group, Inc. is seeking a Retail Customer Service Lead (Key Holder) to drive the pet parent experience and oversee daily store operations. You will lead associates, support onboarding, and ensure smooth POS and checkout processes while upholding brand standards and safety.

The role emphasizes people leadership, merchandise promotion, adoptions events, and collaboration across departments to achieve targets and a positive store environment.