Retail Experience Leader - Customer Service

PetSmart Store Support Group, Inc.; Commerce Charter Township (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid Weekly

Health & Wellness Benefits

401k Plan with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Job summary

PetSmart Store Support Group, Inc. is seeking an Experience Lead to drive the pet parent experience and loyalty programs while upholding PetSmart's vision and standards.

This role will oversee experiential services, promotions, and safety, while leading a team of associates across store operations. The position requires full-time availability, strong communication, and the ability to work evenings, weekends, and holidays as needed.

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 through training, onboarding, mentoring, coaching and performance feedback.
• Validates completion of operational messages and engagement video compliance.
• Supports Services businesses when the Experience Leader is unavailable.
• Delegate and validate completion of daily tasks.
• Lead and direct associates when acting as Leader on Duty and address concerns.
• Promote pet parent experience and handle store-wide customer interactions.

Skills

Retail experience

Leadership

Full-time availability

Computer proficiency

Communication skills

Under pressure

Organizational skills

Job description

PetSmart Store Support Group, Inc. is seeking an Experience Lead to drive the pet parent experience and loyalty programs while upholding PetSmart's vision and standards.

This role will oversee experiential services, promotions, and safety, while leading a team of associates across store operations. The position requires full-time availability, strong communication, and the ability to work evenings, weekends, and holidays as needed.