Retail Experience Lead - Pet Care & Customer Engagement

PetSmart Store Support Group, Inc.; Tyler (TX); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Paid Weekly

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 Store Support Group, Inc. is seeking a Retail Customer Service Lead (Key Holder) to drive exceptional pet parent service, supervise daily store operations, and support store leadership in delivering the PetSmart experience.

You will mentor associates, uphold safety, and champion brand standards while promoting loyalty programs and in-store events. The role requires 2+ years in retail customer service, leadership aptitude, and flexibility to work evenings, weekends, and holidays.

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, onboarding, mentoring, coaching for growth, and performance feedback.
• Supports Services businesses when the Experience Leader is unavailable.
• Backs up store leadership in daily tasks and POS operations.
• Ensures store standards, safety, and policy compliance across departments.
• Maintains customer service focus and pet parent engagement in-store.

Skills

Retail experience

Leadership

Communication

Computer literacy

Stress management

Organization

Job description

PetSmart Store Support Group, Inc. is seeking a Retail Customer Service Lead (Key Holder) to drive exceptional pet parent service, supervise daily store operations, and support store leadership in delivering the PetSmart experience.

You will mentor associates, uphold safety, and champion brand standards while promoting loyalty programs and in-store events. The role requires 2+ years in retail customer service, leadership aptitude, and flexibility to work evenings, weekends, and holidays.