Retail Experience Leader (Key Holder)

PetSmart; Town of Florida (NY); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Paid weekly

Health & Wellness Benefits

401k with match

Paid time off

Associate discounts

Tuition assistance

Career pathing

Development opportunities

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results.

This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• 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 associate experience and supports development, onboarding, mentoring, and coaching.
• Delegate and validate daily tasks; lead when Leader on Duty.
• Address associate concerns and recognize engagement.
• Promote store events, live sales, adoptions and partnerships.
• Assist in POS operations, cash handling, and policy compliance.
• Maintain store cleanliness and safety for pets and people.

Skills

Retail experience

Leadership experience

Computer proficiency

Communication skills

Under pressure

Organizational skills

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results.

This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.