Retail Experience Lead (Key Holder) — Pets & Customer Impact

PetSmart; Reno (NV); On-site; USD 40,000 - 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

Job summary

PetSmart's Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding the company’s values. The role drives loyalty and promotions, guiding interactions across the store to achieve targeted results and ensure safety, cleanliness, and strong associate engagement.

It also oversees live events, merchandise promotion, online order pickup, POS backup, and adherence to policies, with leadership responsibilities when Leaders on Duty are absent.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability; schedule flexibility including 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

• Leads and directs associates when acting as the Leader on Duty.
• Address and administer associate complaints and grievances.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Prepares online orders for pick-up in store and ensures a smooth, positive pickup experience.
• Backup to operate POS systems and handle cash transactions.
• Maintains store standards and leads a culture of empowerment by ensuring compliance to our policies and procedures.
• Assists and works in other departments as required.

Skills

Retail experience

Leadership

Schedule flexibility

Computer proficiency

Communication

Resilience under pressure

Organizational skills

Job description

PetSmart's Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding the company’s values. The role drives loyalty and promotions, guiding interactions across the store to achieve targeted results and ensure safety, cleanliness, and strong associate engagement.

It also oversees live events, merchandise promotion, online order pickup, POS backup, and adherence to policies, with leadership responsibilities when Leaders on Duty are absent.