Retail Experience Lead: Pet Care & Customer Delight

PetSmart; Manhattan (KS); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

Paid weekly

Health benefits

401k match

Paid time off

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 upholding the company’s vision and values. This position drives loyalty and promotions, oversees store cleanliness, safety, and merchandising, and leads by example to engage associates.

As a full-time, hourly associate, you will support service channels, coordinate events like adoptions and clinics, handle live sales and adoptions, and ensure accurate POS operations.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required, flexible schedule including 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, onboarding, coaching, and performance feedback.
• Manages daily tasks and leads when acting as Leader on Duty.
• Supports Services businesses when needed and handles store communications and compliance.
• Ensures pet parent experience across in-store, phone, and online channels.
• Promotes events and partnerships (Adoptions, Vet clinics) and assists live sales and adoptions.
• Backups to operate POS and cash handling with policy compliance.
• Maintains store standards and safety for associates and pets.

Skills

Retail experience

Leadership experience

Full-time availability

Computer literacy

Strong communication

Under pressure

Detail-oriented

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) role focuses on delivering exceptional pet parent service while upholding the company’s vision and values. This position drives loyalty and promotions, oversees store cleanliness, safety, and merchandising, and leads by example to engage associates.

As a full-time, hourly associate, you will support service channels, coordinate events like adoptions and clinics, handle live sales and adoptions, and ensure accurate POS operations.