Retail Experience Lead — Pet Care

PetSmart; Eagan (MN); On-site; USD 36,000 - 56,000; Full time

Benefits offered by this job

Weekly pay

Health benefits

401k Plan with company match

Paid time off (full-time)

Associate discounts

Tuition assistance

Career pathing

Development opportunities

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) role focuses on delivering exceptional pet-parent service while aligning with PetSmart’s vision and values. The position drives loyalty, promotions, and store-level initiatives to meet targeted results, while safeguarding safety, cleanliness, and team engagement.

As a Lead on Duty, you’ll mentor associates, manage daily tasks, and support store events like adoptions and partnerships, ensuring a smooth customer experience across all

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.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports the various Services businesses as needed 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.
• Addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates driving overall engagement.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Responsible for live pet sales and pet adoptions.
• Backs up to operate POS systems and handle cash transactions with accuracy.

Skills

Retail experience

Leadership

Flexibility

Communication

Computer skills

Organizational skills

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) role focuses on delivering exceptional pet-parent service while aligning with PetSmart’s vision and values. The position drives loyalty, promotions, and store-level initiatives to meet targeted results, while safeguarding safety, cleanliness, and team engagement.

As a Lead on Duty, you’ll mentor associates, manage daily tasks, and support store events like adoptions and partnerships, ensuring a smooth customer experience across all