Retail Experience Lead - Pet Customer Care & Team Growth

PetSmart; Marquette (MI); On-site; USD 34,000 - 42,000; 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) delivers outstanding pet parent service while upholding the company’s vision, values and strategy. You will drive customer experience through loyalty programs, promotions and personal interactions across the store, aiming for targeted results.

This role shares responsibility for safety, store cleanliness, merchandising, and associate engagement, and supports opening and closing procedures plus other departments as needed.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability; flexibility for evenings, weekends, holidays.
• 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.
• Delegate and validate completion of daily tasks.
• Leads and directs associates when acting as the Leader on Duty.
• Address and administer associate complaints and grievances.
• Recognizes and celebrates associates driving overall engagement.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Responsible for live pet sales and pet adoptions.
• Backup to operate POS systems and handle cash transactions.

Skills

Retail experience

Leadership

Full-time availability

Computer skills

Communication

Work under pressure

Organization

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers outstanding pet parent service while upholding the company’s vision, values and strategy. You will drive customer experience through loyalty programs, promotions and personal interactions across the store, aiming for targeted results.

This role shares responsibility for safety, store cleanliness, merchandising, and associate engagement, and supports opening and closing procedures plus other departments as needed.