PetSmart Charities
Assistant Store Manager - Customer Experience
PetSmart Charities, Downers Grove, Illinois, United States, 60516
Overview
Assistant Store Manager Customer Experience at PetSmart. This role leads the store experience for pet parents, ensures the safety and care of pets in our care, and drives shop performance through people, operations, and services. 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, 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 of 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 and ensures pets in our care are safe and healthy. Manages pet parent interactions over the telephone, in person, or online; responds to general and escalated concerns. Assists with reservations in hotels, salons, and training; oversees services (salon, training, hotel, day camp), live pet sales, and adoptions. Evaluates operations and identifies opportunities to continually 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, 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 and coordinates veterinary transport as needed. Participates in store 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. Manages expenses such as labor and supplies; leverages home office resources for store-related work orders and purchasing. Collaborates with services teams on productivity and scheduling to meet company goals. Qualifications 3-5 years of retail leadership or experience in a customer-focused environment. Full-time availability; flexibility 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, complying with PetSmart policies and procedures. Physical Demands and Work Environment Stand, walk, climb, and use hands to handle, feel, and write; lift up to 50 pounds regularly and up to 100 pounds with assistance; exposure to pet hair, live animals, and moderate to high noise levels. Benefits Paid weekly; full-time hours; associate discounts and perks. Health benefits: medical, dental, vision; 401k; tuition assistance; career pathing; development opportunities. Equal Opportunity 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 18 years of age (as required by local law).
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Assistant Store Manager Customer Experience at PetSmart. This role leads the store experience for pet parents, ensures the safety and care of pets in our care, and drives shop performance through people, operations, and services. 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, 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 of 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 and ensures pets in our care are safe and healthy. Manages pet parent interactions over the telephone, in person, or online; responds to general and escalated concerns. Assists with reservations in hotels, salons, and training; oversees services (salon, training, hotel, day camp), live pet sales, and adoptions. Evaluates operations and identifies opportunities to continually 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, 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 and coordinates veterinary transport as needed. Participates in store 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. Manages expenses such as labor and supplies; leverages home office resources for store-related work orders and purchasing. Collaborates with services teams on productivity and scheduling to meet company goals. Qualifications 3-5 years of retail leadership or experience in a customer-focused environment. Full-time availability; flexibility 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, complying with PetSmart policies and procedures. Physical Demands and Work Environment Stand, walk, climb, and use hands to handle, feel, and write; lift up to 50 pounds regularly and up to 100 pounds with assistance; exposure to pet hair, live animals, and moderate to high noise levels. Benefits Paid weekly; full-time hours; associate discounts and perks. Health benefits: medical, dental, vision; 401k; tuition assistance; career pathing; development opportunities. Equal Opportunity 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 18 years of age (as required by local law).
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