Retail Experience Lead - Pets & Customer Care

PetSmart; Goodyear (AZ); 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 for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service while upholding the company’s vision and values. This role drives loyalty programs and promotes pet adoptions, with responsibility for store safety, cleanliness, and merchandise presentation.

As a leader on duty, you will mentor teammates, coach for growth, delegate daily tasks, and ensure smooth operations across departments.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required; 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.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Back-up to operate point-of-sale (POS) systems and handle cash transactions.
• Maintains store standards and leads a culture of empowerment by ensuring compliance to policies and procedures.
• Assists and works in other departments as required.

Skills

Retail experience

Leadership experience

Proficiency in computer applications

Strong written and verbalcommunication

Stress management

Attention to detail

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service while upholding the company’s vision and values. This role drives loyalty programs and promotes pet adoptions, with responsibility for store safety, cleanliness, and merchandise presentation.

As a leader on duty, you will mentor teammates, coach for growth, delegate daily tasks, and ensure smooth operations across departments.