Retail Experience Lead — Pet Care & Customer Service

PetSmart; Franklin (OH); On-site; USD 38,000 - 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 Retail Customer Service Lead drives the customer experience by leading the team, coordinating daily operations, and upholding store standards. You will help deliver loyalty programs, promotions, and exceptional pet parent service while maintaining a safe, clean store environment.

The role emphasizes associate development, hands-on leadership, and effective communication to deliver results and a positive team culture. This is a full-time, in-store leadership position at PetSmart.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability with flexibility for evenings, weekends, and holidays.
• Proficiency in computer applications and store software.

Responsibilities

• Lead and support associate development, training, onboarding, and coaching.
• Supervise daily tasks and assist as Leader on Duty when needed.
• Ensure safety, store cleanliness, and brand standards are maintained.
• Promote events, handle merchandise and services, and drive customer loyalty.

Skills

Retail leadership

Customer service

Effective communication

Computer proficiency

Tools

POS systems

Job description

PetSmart’s Retail Customer Service Lead drives the customer experience by leading the team, coordinating daily operations, and upholding store standards. You will help deliver loyalty programs, promotions, and exceptional pet parent service while maintaining a safe, clean store environment.

The role emphasizes associate development, hands-on leadership, and effective communication to deliver results and a positive team culture. This is a full-time, in-store leadership position at PetSmart.