PetSmart
Assistant Store Manager - Customer Experience
PetSmart, Charlotte, North Carolina, United States, 28245
Assistant Store Manager - Customer Experience
Join PetSmart as an Assistant Store Manager – Customer Experience. This role leads store operations, enhances the pet parent experience, and drives business results.
Benefits
Paid weekly
Full-time hours
Associate discounts and perks
Health benefits: medical, dental, vision
401(k)
Tuition assistance
Career pathing
Development opportunities
Job Summary PetSmart’s Experience Leader (ELR) is responsible for providing exceptional leadership and service to pet parents while upholding the company’s vision, mission, values, and strategy. The role drives the pet parent experience through culture and strategies, achieves targeted results, and shares responsibility for safety, daily execution, and financial outcomes.
Essential Responsibilities
People Leadership
Participate in hiring, coaching, and terminating associates.
Facilitate associate experience and development, including reviews, recognition, events, labor management, training, onboarding, mentoring, succession planning, and growth coaching.
Address associate complaints and grievances.
Prioritize, delegate, and validate daily tasks for associates.
Lead and coach associates on proper processes to ensure pet safety and health.
Coordinate staffing coverage for key store activities.
Effectively communicate company priorities to associates.
Delegate and validate completion of daily tasks, including engagement videos.
Recognize and celebrate associates driving overall engagement.
Overall Store Experience
Lead the associate and pet parent experience at all levels, ensuring pet safety and health.
Address pet parent concerns via phone, in person, or online.
Assist with reservations in hotels, salons, and training.
Oversee all services (salon, training, hotel, day camp), live pet sales, and adoptions.
Evaluate operations and continuously improve experiences and services.
Oversee store events and marketing.
Maintain store standards and ensure compliance with policies and code of ethics.
Conduct monthly Services Walks.
Take immediate action for sick/injured pets, including transport to vet.
Share responsibility for store opening and closing procedures.
Business Management
Drive growth opportunities and hold associates accountable for P&L expectations such as sales and shrink.
Manage expenses and store metrics.
Leverage office partners and resources for work orders and purchase card allocation.
Work with service associates on productivity and scheduling.
Qualifications
3–5 years retail leadership or customer‑focused experience.
Full‑time availability; flexible schedule, including evenings, weekends, and holidays.
Proficiency in computer applications.
Strong written and verbal communication.
Ability to react under pressure and maintain composure.
Strong organizational skills and attention to detail.
Supervisory Responsibility
Typically oversees 1–6 lead associates and 10–70 non‑leader associates.
Physical Demands and Work Environment
Stand, walk, climb a ladder, use hands to handle, hold, write.
Reach with hands and arms; stoop, kneel, crouch, talk, and hear.
Lift and/or move up to 50 lbs frequently; team lift up to 100 lbs occasionally.
Exposure to mechanical parts, wet environment, pet hair, moderate noise, and live animals.
Reasonable accommodations may be made.
What You Love Make a meaningful impact every day by helping customers choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates.
Apply now to join our pack and help us commit to doing Anything for Pets, for the people who love them.
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 federal, provincial, or local law.
Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law).
For applicants in Waterloo, San Francisco, or Los Angeles: Pursuant to the Fair Chance Ordinances, we will consider qualified applicants with arrest and conviction records in a manner consistent with the law.
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Benefits
Paid weekly
Full-time hours
Associate discounts and perks
Health benefits: medical, dental, vision
401(k)
Tuition assistance
Career pathing
Development opportunities
Job Summary PetSmart’s Experience Leader (ELR) is responsible for providing exceptional leadership and service to pet parents while upholding the company’s vision, mission, values, and strategy. The role drives the pet parent experience through culture and strategies, achieves targeted results, and shares responsibility for safety, daily execution, and financial outcomes.
Essential Responsibilities
People Leadership
Participate in hiring, coaching, and terminating associates.
Facilitate associate experience and development, including reviews, recognition, events, labor management, training, onboarding, mentoring, succession planning, and growth coaching.
Address associate complaints and grievances.
Prioritize, delegate, and validate daily tasks for associates.
Lead and coach associates on proper processes to ensure pet safety and health.
Coordinate staffing coverage for key store activities.
Effectively communicate company priorities to associates.
Delegate and validate completion of daily tasks, including engagement videos.
Recognize and celebrate associates driving overall engagement.
Overall Store Experience
Lead the associate and pet parent experience at all levels, ensuring pet safety and health.
Address pet parent concerns via phone, in person, or online.
Assist with reservations in hotels, salons, and training.
Oversee all services (salon, training, hotel, day camp), live pet sales, and adoptions.
Evaluate operations and continuously improve experiences and services.
Oversee store events and marketing.
Maintain store standards and ensure compliance with policies and code of ethics.
Conduct monthly Services Walks.
Take immediate action for sick/injured pets, including transport to vet.
Share responsibility for store opening and closing procedures.
Business Management
Drive growth opportunities and hold associates accountable for P&L expectations such as sales and shrink.
Manage expenses and store metrics.
Leverage office partners and resources for work orders and purchase card allocation.
Work with service associates on productivity and scheduling.
Qualifications
3–5 years retail leadership or customer‑focused experience.
Full‑time availability; flexible schedule, including evenings, weekends, and holidays.
Proficiency in computer applications.
Strong written and verbal communication.
Ability to react under pressure and maintain composure.
Strong organizational skills and attention to detail.
Supervisory Responsibility
Typically oversees 1–6 lead associates and 10–70 non‑leader associates.
Physical Demands and Work Environment
Stand, walk, climb a ladder, use hands to handle, hold, write.
Reach with hands and arms; stoop, kneel, crouch, talk, and hear.
Lift and/or move up to 50 lbs frequently; team lift up to 100 lbs occasionally.
Exposure to mechanical parts, wet environment, pet hair, moderate noise, and live animals.
Reasonable accommodations may be made.
What You Love Make a meaningful impact every day by helping customers choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates.
Apply now to join our pack and help us commit to doing Anything for Pets, for the people who love them.
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 federal, provincial, or local law.
Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law).
For applicants in Waterloo, San Francisco, or Los Angeles: Pursuant to the Fair Chance Ordinances, we will consider qualified applicants with arrest and conviction records in a manner consistent with the law.
#J-18808-Ljbffr