Retail Experience Lead: Pet Parent Service Leader

PetSmart; Shallotte (NC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health & Wellness

401k with company match

Paid time off

Associate discounts

Tuition assistance

Career pathing

Development opportunities

Paid weekly

Job summary

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to deliver outstanding pet parent service while upholding the company’s mission and values. This role will drive the pet parent experience through loyalty initiatives, in-store interaction, and merchandising leadership to achieve targeted results.

This is a full-time position with responsibility for supervising store operations when Leaders are away, ensuring safety and store cleanliness, and supporting events such as adoptions and

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.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports the various Services businesses as needed when the Experience Leader is not available.
• 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 associate engagement.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Responsible for live pet sales and pet adoptions.
• Backups to operate POS systems and handle cash transactions.

Skills

Leadership

Customer service

Communication

Organization

Pressure handling

Tools

POS systems

Job description

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to deliver outstanding pet parent service while upholding the company’s mission and values. This role will drive the pet parent experience through loyalty initiatives, in-store interaction, and merchandising leadership to achieve targeted results.

This is a full-time position with responsibility for supervising store operations when Leaders are away, ensuring safety and store cleanliness, and supporting events such as adoptions and