Retail Experience Lead - Pet Services & Sales

PetSmart; Plainville (CT); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health & Wellness Benefits

Paid Weekly

401k Plan with company match

Paid Time off

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Job summary

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to drive the pet parent experience through loyalty and promotions. You will supervise daily store operations, train and mentor associates, and ensure safety, cleanliness, and high-quality service.

This role supports various store events and live pet sales while upholding PetSmart’s values and policies. Ideal candidates have 2+ years in retail, strong communication, and the flexibility to work evenings, weekends, and holidays.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required, with flexibility for evenings, weekends, and 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 through training, onboarding, mentoring and coaching.
• Validates completion of operational messages and engagement video compliance.
• Supports Services businesses when the Experience Leader is unavailable.
• Delegates and validates completion of daily tasks.
• Leads and directs associates as Leader on Duty.
• Addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates driving engagement.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Responsible for live pet sales and adoptions.
• Maintains store standards and leads a culture of empowerment with policies and ethics.
• Assists with opening and closing procedures and other departments as required.

Skills

retail experience

leadership experience

computer skills

written & verbal communication

organization & detail

customer service

Job description

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to drive the pet parent experience through loyalty and promotions. You will supervise daily store operations, train and mentor associates, and ensure safety, cleanliness, and high-quality service.

This role supports various store events and live pet sales while upholding PetSmart’s values and policies. Ideal candidates have 2+ years in retail, strong communication, and the flexibility to work evenings, weekends, and holidays.