Retail Experience Lead — Pet Care & Customer Service

PetSmart; Sheboygan Falls (WI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health & Wellness Benefits

Paid Weekly

401k Plan with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Job summary

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to guide store operations, mentor associates, and drive exceptional pet parent service. This role supports loyalty initiatives and engagement while upholding safety, cleanliness, and merchandising standards.

The position requires a minimum of 2 years in retail, leadership experience, and full-time availability including 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 and supports development through training, onboarding, mentoring, and coaching.
• Delegates and validates daily task completion and ensures adherence to policies.
• Leads and directs associates when acting as Leader on Duty and addresses concerns.
• Maintains store standards and ensures store safety, cleanliness, and merchandise presentation.
• Promotes store events, adoptions, and partnerships with vets; drives pet parent engagement.

Skills

Retail leadership

Customer service

Computer literacy

Job description

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to guide store operations, mentor associates, and drive exceptional pet parent service. This role supports loyalty initiatives and engagement while upholding safety, cleanliness, and merchandising standards.

The position requires a minimum of 2 years in retail, leadership experience, and full-time availability including evenings, weekends, and holidays.