Retail Experience Lead: Pet Care & Customer Champion

PetSmart; Santee (CA); On-site; USD 25,000 - 39,000; 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 while upholding the company’s vision, mission, values, and strategy. This role drives customer loyalty, promotions, and pet parent interactions across the store, achieving targeted results.

With leadership responsibilities, you will support associate development, supervise daily tasks, and ensure a safe, clean store environment.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• 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, coaching).
• Directs associates as Leader on Duty and oversees daily tasks.
• Promotes store events and marketing for adoptions, vet partnerships and clinics.
• Handles live pet sales, adoptions, and customer interactions (phone/in-person).
• Ensures store standards, safety, and policy compliance.
• Assists in inventory, POS backup, and cash handling as needed.

Skills

Retail experience

Leadership experience

Customer service

Computer proficiency

Written and verbal communication

Pressure handling

Organizational skills

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. This role drives customer loyalty, promotions, and pet parent interactions across the store, achieving targeted results.

With leadership responsibilities, you will support associate development, supervise daily tasks, and ensure a safe, clean store environment.