Retail Experience Lead - Pet Services & Growth

PetSmart; Woodbridge (VA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health & Wellness Benefits

401k Plan with company match

Paid Weekly

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 PetSmart’s vision, values, and store standards. You will drive customer loyalty, promotions, and engagement, maintaining a safe, clean store and guiding team members to meet targets.

The role requires leadership, strong communication, and the ability to manage multiple duties in a fast-paced retail environment, including events, live sales, and adoption activities.

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, coaching, and performance feedback.
• Supports Services businesses when Experience Leader is not available; delegate and validate daily tasks.
• Lead when on Duty; supervise and guide associates, address concerns.
• Promote pet parent experience via phone, in-store, or online interactions; respond to concerns.
• Coordinate store events and marketing for adoptions, vet partnerships, and clinics.
• Assist with live pet sales, adoptions, and monthly cycle counts; ensure accuracy.
• Prepare online orders for pick-up and ensure smooth pickup experience.
• Operate POS systems and handle cash with policy compliance.
• Uphold store standards and a culture of empowerment; ensure policy compliance.
• Maintain safety for associates, pets, and pet parents.

Skills

Retail experience

Leadership experience

Full-time availability

Computer proficiency

Strong communication

Dealing with pressure

Organizational skills

Tools

POS familiarity

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers outstanding pet parent service while upholding PetSmart’s vision, values, and store standards. You will drive customer loyalty, promotions, and engagement, maintaining a safe, clean store and guiding team members to meet targets.

The role requires leadership, strong communication, and the ability to manage multiple duties in a fast-paced retail environment, including events, live sales, and adoption activities.