Retail Experience Lead – Key Holder, Pets & People

PetSmart; Monument (CO); On-site; USD 51,577,000 - 63,039,000; 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) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives loyalty, promotions, and pet parent interactions in-store, ensuring safety, cleanliness, and strong associate engagement.

The position emphasizes leadership, operational oversight, and the ability to supervise as Leader on Duty when needed, with focus on delivering a positive customer experience in a

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required; flexibility for evenings, weekends, and holidays.

Responsibilities

• Facilitates the associate experience and supports associate development.
• Supports Services businesses when the Experience Leader is not available.
• Delegate and validate completion of daily tasks.
• Leads and directs associates when acting as the Leader on Duty.
• Address and administer associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.

Skills

Retail experience

Leadership experience

Full-time availability

Schedule flexibility

Computer proficiency

Written and verbal communication

Pressure management

Organizational skills

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives loyalty, promotions, and pet parent interactions in-store, ensuring safety, cleanliness, and strong associate engagement.

The position emphasizes leadership, operational oversight, and the ability to supervise as Leader on Duty when needed, with focus on delivering a positive customer experience in a