PetSmart
Assistant Store Manager - Customer Experience
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Assistant Store Manager - Customer Experience
role at
PetSmart
About Life at PetSmart
At PetSmart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love—a lesson we learn from our pets—and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our furry, scaled, and feathery friends while enjoying a work experience that celebrates them as their authentic selves.
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 store leadership 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, efficient daily task execution, and financial outcomes.
Essential Responsibilities Job responsibilities include, but are not limited to, and may vary depending on store characteristics and needs:
People Leadership
Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
Facilitates the associate experience and supports associate development (reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, 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.
Effectively communicates company information and priorities to associates to ensure alignment and delivery on expectations.
Delegates and validates completion of daily tasks including engagement videos.
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.
Manages the pet parent experience and outcomes conducted over the telephone, in person or online, and responds to general and escalated 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 seeks 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.
Conducts monthly Services Walks to validate proper execution of policies and procedures.
Takes immediate action when a sick/injured pet is identified in the store; transports to the vet as needed.
Shared responsibility with store opening and closing procedures to uphold the brand promise.
Business Management
Drives opportunities to grow the business and holds associates accountable for achieving store P&L expectations such as sales and shrink targets.
Manages expenses such as labor and supplies and other relevant store metrics.
Leverages home office partners and resources to submit and follow up on store-related work orders and purchase card allocation.
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, 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.
Supervisory Responsibility
Typically oversees one to six lead associates and ten to seventy non-leader associates. Carries out supervisory responsibilities in accordance with PetSmart’s policies and procedures.
Physical Demands and Work Environment
Stand, walk, climb, and use hands to handle, feel, hold, write; able to reach with hands and arms, stoop, kneel, crouch, talk and hear; depth perception required. Reasonable accommodations may be made to enable performance of essential functions.
Frequently lift and/or move up to 50 pounds and occasionally more than 100 pounds with team lift.
Exposure to moving mechanical parts, pet hair, noise, and live animals; moderate to high noise levels possible.
Do What You Love
Join us for a chance to make a meaningful impact every day. Apply now.
This job summary describes the general nature and level of work; duties may vary. Pay is hourly and based on experience and location. Benefits are described at https://benefits.petsmart.com/us/.
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 unless otherwise required by local or state law.
For applicants in Waterloo, San Francisco, or Los Angeles: we will consider qualified applicants with arrest and conviction records in a manner consistent with applicable laws.
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Assistant Store Manager - Customer Experience
role at
PetSmart
About Life at PetSmart
At PetSmart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love—a lesson we learn from our pets—and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our furry, scaled, and feathery friends while enjoying a work experience that celebrates them as their authentic selves.
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 store leadership 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, efficient daily task execution, and financial outcomes.
Essential Responsibilities Job responsibilities include, but are not limited to, and may vary depending on store characteristics and needs:
People Leadership
Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
Facilitates the associate experience and supports associate development (reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, 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.
Effectively communicates company information and priorities to associates to ensure alignment and delivery on expectations.
Delegates and validates completion of daily tasks including engagement videos.
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.
Manages the pet parent experience and outcomes conducted over the telephone, in person or online, and responds to general and escalated 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 seeks 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.
Conducts monthly Services Walks to validate proper execution of policies and procedures.
Takes immediate action when a sick/injured pet is identified in the store; transports to the vet as needed.
Shared responsibility with store opening and closing procedures to uphold the brand promise.
Business Management
Drives opportunities to grow the business and holds associates accountable for achieving store P&L expectations such as sales and shrink targets.
Manages expenses such as labor and supplies and other relevant store metrics.
Leverages home office partners and resources to submit and follow up on store-related work orders and purchase card allocation.
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, 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.
Supervisory Responsibility
Typically oversees one to six lead associates and ten to seventy non-leader associates. Carries out supervisory responsibilities in accordance with PetSmart’s policies and procedures.
Physical Demands and Work Environment
Stand, walk, climb, and use hands to handle, feel, hold, write; able to reach with hands and arms, stoop, kneel, crouch, talk and hear; depth perception required. Reasonable accommodations may be made to enable performance of essential functions.
Frequently lift and/or move up to 50 pounds and occasionally more than 100 pounds with team lift.
Exposure to moving mechanical parts, pet hair, noise, and live animals; moderate to high noise levels possible.
Do What You Love
Join us for a chance to make a meaningful impact every day. Apply now.
This job summary describes the general nature and level of work; duties may vary. Pay is hourly and based on experience and location. Benefits are described at https://benefits.petsmart.com/us/.
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 unless otherwise required by local or state law.
For applicants in Waterloo, San Francisco, or Los Angeles: we will consider qualified applicants with arrest and conviction records in a manner consistent with applicable laws.
#J-18808-Ljbffr