Retail Experience Lead — Pet Care & Service

PetSmart; New Bern (NC); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Weekly pay

Health benefits

401k

PTO

Discounts

Tuition assistance

Career pathing

Development opportunities

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding PetSmart’s vision and values. This role drives the pet parent experience strategies through loyalty, promotions, and store interactions to achieve targeted results.

The position includes responsibility for safety, store cleanliness, merchandising, and associate engagement; leadership of team in absence of leaders; and collaboration across departments.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Full-time availability; evenings, weekends, and holidays as needed.
• Strong written and verbal communication skills.
• Proficiency in computer applications.
• Ability to react under pressure and maintain composure.

Responsibilities

• Facilitates the associate experience, onboarding, mentoring, and coaching for growth.
• Supports the Services businesses and delegates daily tasks.
• Leads as Leader on Duty and addresses associate concerns.
• Promotes pet parent experience and coordinates store events and promotions.
• Backs up live POS operations and cash handling with accuracy.

Skills

Retail experience

Leadership

Communication skills

Computer proficiency

Flexible schedule

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding PetSmart’s vision and values. This role drives the pet parent experience strategies through loyalty, promotions, and store interactions to achieve targeted results.

The position includes responsibility for safety, store cleanliness, merchandising, and associate engagement; leadership of team in absence of leaders; and collaboration across departments.