PetSmart
Assistant Store Manager - Customer Experience
PetSmart is seeking an Assistant Store Manager - Customer Experience to join our team. This role supports leadership for the store, drives the pet parent experience, and upholds PetSmart’s values and strategy. Job Summary
PetSmart’s Experience Leader (ELR) is responsible for providing exceptional leadership and service to our pet parents while upholding the company’s vision, mission, values, and strategy. This role provides exemplary leadership for the store by driving the pet parent experience through culture and strategies, achieving targeted results. This role has shared responsibility for the safety of people and pets, and for the efficient execution of daily tasks and financial outcomes. Responsibilities
People Leadership:
Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating. Facilitates the associate experience and supports associate development, including reviews, recognition, events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth. Addresses and administers associate complaints and grievances. Prioritizes, delegates, and validates daily tasks for associates to meet business and pet parent needs. Leads and coaches associates on proper processes to ensure pets in our care are safe and healthy. Coordinates staffing coverage for experience activities in pivotal areas of the store. Communicates company information and priorities to associates to ensure alignment and delivery on expectations. Delegates and validates completion of daily tasks including engagement activities. Recognizes and celebrates associates driving overall engagement. Overall Store Experience:
Leads the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy. Responsible for the pet parent experience and outcomes conducted over the telephone, in person or online, and responds to general and escalated pet parent concerns. Assists with reservations in hotels, salons, and training. Oversees all PetSmart services (salon, training, hotel, and day camp), live pet sales and adoptions. Evaluates operations and identifies opportunities to continuously improve experiences and services. Oversees store events and marketing (adoptions, hotel, salon, etc.). Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and procedures and code of ethics. Responsible for conducting monthly Services Walks to validate proper execution of policies and procedures. Responds to potential pet health issues and takes action when a sick/injured pet is identified in the store; transport to the vet as needed. Supports opening and closing procedures to uphold brand promise. Business Management:
Drives opportunities to grow the business and holds associates accountable for achieving store P&L targets, including sales and shrink. Manages expenses such as labor and supplies; coordinates with home office partners on store-related work orders and purchasing. Works with services associates on productivity and scheduling to grow the business and achieve company goals. Qualifications
3-5 years of retail leadership or experience in a customer-focused environment. Full-time availability; flexibility in schedule, including 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. Benefits
Paid weekly Full-time hours Associate discounts and perks Health benefits: medical, dental, vision 401k Tuition assistance Career pathing Development opportunities Other Information
PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disability, or any other characteristic protected by law. Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law). Some locations may be subject to fair chance ordinances; review local requirements where applicable.
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PetSmart is seeking an Assistant Store Manager - Customer Experience to join our team. This role supports leadership for the store, drives the pet parent experience, and upholds PetSmart’s values and strategy. Job Summary
PetSmart’s Experience Leader (ELR) is responsible for providing exceptional leadership and service to our pet parents while upholding the company’s vision, mission, values, and strategy. This role provides exemplary leadership for the store by driving the pet parent experience through culture and strategies, achieving targeted results. This role has shared responsibility for the safety of people and pets, and for the efficient execution of daily tasks and financial outcomes. Responsibilities
People Leadership:
Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating. Facilitates the associate experience and supports associate development, including reviews, recognition, events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth. Addresses and administers associate complaints and grievances. Prioritizes, delegates, and validates daily tasks for associates to meet business and pet parent needs. Leads and coaches associates on proper processes to ensure pets in our care are safe and healthy. Coordinates staffing coverage for experience activities in pivotal areas of the store. Communicates company information and priorities to associates to ensure alignment and delivery on expectations. Delegates and validates completion of daily tasks including engagement activities. Recognizes and celebrates associates driving overall engagement. Overall Store Experience:
Leads the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy. Responsible for the pet parent experience and outcomes conducted over the telephone, in person or online, and responds to general and escalated pet parent concerns. Assists with reservations in hotels, salons, and training. Oversees all PetSmart services (salon, training, hotel, and day camp), live pet sales and adoptions. Evaluates operations and identifies opportunities to continuously improve experiences and services. Oversees store events and marketing (adoptions, hotel, salon, etc.). Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and procedures and code of ethics. Responsible for conducting monthly Services Walks to validate proper execution of policies and procedures. Responds to potential pet health issues and takes action when a sick/injured pet is identified in the store; transport to the vet as needed. Supports opening and closing procedures to uphold brand promise. Business Management:
Drives opportunities to grow the business and holds associates accountable for achieving store P&L targets, including sales and shrink. Manages expenses such as labor and supplies; coordinates with home office partners on store-related work orders and purchasing. Works with services associates on productivity and scheduling to grow the business and achieve company goals. Qualifications
3-5 years of retail leadership or experience in a customer-focused environment. Full-time availability; flexibility in schedule, including 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. Benefits
Paid weekly Full-time hours Associate discounts and perks Health benefits: medical, dental, vision 401k Tuition assistance Career pathing Development opportunities Other Information
PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disability, or any other characteristic protected by law. Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law). Some locations may be subject to fair chance ordinances; review local requirements where applicable.
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