Retail Experience Lead — Pet Care & Service

PetSmart Store Support Group, Inc.; Los Angeles (CA); On-site; USD 25,000 - 36,000; 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’s Experience Lead (Retail Customer Service Lead) oversees pet parent interactions, drives loyalty initiatives, and ensures a safe, clean store environment. This role partners with teams to promote adoptions, clinics, and live sales while achieving targeted results.

Strong leadership and customer service background are required, with full-time availability and the ability to work evenings, weekends, and holidays. Pay is hourly, with standard benefits and growth opportunities.

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 associate development, including training, onboarding, mentoring and coaching.
• Delegates and validates daily tasks and leads when acting as Leader on Duty.
• Address and administer associate concerns and promote engagement.
• Promotes store events, marketing and opportunities in partnership with Services teams.
• Assist with live pet sales, adoptions and ensure customer care quality.
• Maintain store standards, safety, cleanliness and policy compliance.

Skills

Leadership experience

Customer service

Communication skills

Computer proficiency

Stress management

Organization

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) oversees pet parent interactions, drives loyalty initiatives, and ensures a safe, clean store environment. This role partners with teams to promote adoptions, clinics, and live sales while achieving targeted results.

Strong leadership and customer service background are required, with full-time availability and the ability to work evenings, weekends, and holidays. Pay is hourly, with standard benefits and growth opportunities.