Retail Experience Lead - Pet Care & Customer Service

PetSmart; Falls Church (VA); On-site; USD 40,000 - 52,000; 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

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service while upholding the company's vision, mission, and values. This role drives customer loyalty, promotions, and interactions to achieve targeted results and shares responsibility for safety, store cleanliness, merchandising and associate engagement.

The position supports live pet sales, adoption events, and coordination with services while ensuring a positive, compliant, and welcoming in-store

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 development, training, onboarding, mentoring and coaching.
• Leads store activities when acting as Leader on Duty and delegates daily tasks.
• Maintains store standards and supports store opening/closing procedures.
• Assists and works in other departments as required and follows company policies.

Skills

Retail leadership

Customer service

Communication skills

Proficiency in computer applications

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service while upholding the company's vision, mission, and values. This role drives customer loyalty, promotions, and interactions to achieve targeted results and shares responsibility for safety, store cleanliness, merchandising and associate engagement.

The position supports live pet sales, adoption events, and coordination with services while ensuring a positive, compliant, and welcoming in-store