Retail Experience Lead: Pet Parent Happiness & Team Coach

PetSmart; Northborough (MA); On-site; USD 25,000 - 33,000; 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's Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding our vision and values. The role drives loyalty, promotions, and in-store interactions to achieve targeted results, with shared responsibility for safety and store cleanliness.

You will oversee daily operations, coach associates, support services, and help coordinate events like adoptions and clinics.

Qualifications

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

Responsibilities

• Facilitates associate experience and development through training and coaching.
• Supports Services businesses when Experience Leader is unavailable.
• Leads when designated Leader on Duty and delegates daily tasks.
• Addresses associate concerns and recognizes engagement.
• Maintains store standards and ensures policy compliance.
• Promotes pet parent experience and handles sales and adoptions.
• Prepares online orders for in-store pickup and ensures a smooth pickup experience.

Skills

Retail experience

Leadership

Full-time availability

Evenings/weekends/holidays

Computer proficiency

Written and verbal communication

Stress resilience

Organizational skills

Job description

PetSmart's Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding our vision and values. The role drives loyalty, promotions, and in-store interactions to achieve targeted results, with shared responsibility for safety and store cleanliness.

You will oversee daily operations, coach associates, support services, and help coordinate events like adoptions and clinics.