Retail Experience Lead for Pet Parents

PetSmart; Knoxville (TN); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health & Wellness Benefits

401k Plan with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Paid Weekly

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) role focuses on delivering exceptional service to pet parents while upholding PetSmart’s values and store standards. You will influence loyalty through promotions and positive interactions, ensuring safety and cleanliness with a collaborative team.

This position drives the customer experience and supports sales and adoptions. The role emphasizes leadership without direct reports, flexibility in schedule, and a commitment to doing Anything

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 development (training, onboarding, mentoring).
• Delegates and validates completion of daily tasks.
• Leads when acting as Leader on Duty and manages store operations.
• Maintains store cleanliness and ensures policy compliance.
• Responds to customer concerns and promotes store events and promotions.
• Prepares online orders for pick-up and assists with POS operations.

Skills

Retail experience

Leadership

Communication

POS systems

Time management

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) role focuses on delivering exceptional service to pet parents while upholding PetSmart’s values and store standards. You will influence loyalty through promotions and positive interactions, ensuring safety and cleanliness with a collaborative team.

This position drives the customer experience and supports sales and adoptions. The role emphasizes leadership without direct reports, flexibility in schedule, and a commitment to doing Anything