PetSmart Charities
Assistant Store Manager - Customer Experience
PetSmart Charities, Madison, Wisconsin, us, 53774
Assistant Store Manager - Customer Experience
PetSmart does Anything for Pets and Everything for You – JOIN OUR TEAM!
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 and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our pets 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 execution of daily tasks, and financial outcomes.
Essential Responsibilities Job responsibilities include, but are not limited to, and may vary by 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, including associate reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth.
Address and administer associate complaints and grievances.
Prioritize, delegate, and validate daily tasks for associates to meet business and pet parent needs.
Lead and coach associates on proper processes to ensure pets in our care are safe and healthy.
Coordinate staffing coverage for experience activities in pivotal areas of the store.
Effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations.
Delegate and validate completion of daily tasks including engagement videos.
Recognizes and celebrates associates driving overall associate 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 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.
Responsible for conducting monthly Services Walks to validate proper execution of policies and procedures.
Responsible for taking immediate action when a sick/injured pet is identified in the store; transport to the vet as needed.
Shared responsibility with store opening and closing procedures to uphold our brand promise.
Business Management
Drives and identifies opportunities to grow the business and hold associates accountable in achieving store P&L expectations (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 required; 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 a ladder, and use hands to handle, feel, hold, write, etc. Vision abilities include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Lift and/or move up to 50 pounds regularly; occasionally team lift more than 100 pounds. Vision abilities include depth perception.
Exposure to moving mechanical parts, pet hair, and live animals; moderate noise level with possible higher noise at times.
Benefits
Paid weekly
Full-time hours
Associate discounts and perks
Health benefits: medical, dental, vision
401k
Tuition assistance
Career pathing
Development opportunities
EEO and Legal 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 where required by local or state law). Some locations may have additional fair chance ordinances as applicable.
Additional Information Exact rate of pay will be based on relevant experience, training, skills or knowledge and store location. This position is paid on an hourly basis. Benefits described are in effect at participating stores. See benefits at https://benefits.petsmart.com/us/.
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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 and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our pets 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 execution of daily tasks, and financial outcomes.
Essential Responsibilities Job responsibilities include, but are not limited to, and may vary by 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, including associate reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth.
Address and administer associate complaints and grievances.
Prioritize, delegate, and validate daily tasks for associates to meet business and pet parent needs.
Lead and coach associates on proper processes to ensure pets in our care are safe and healthy.
Coordinate staffing coverage for experience activities in pivotal areas of the store.
Effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations.
Delegate and validate completion of daily tasks including engagement videos.
Recognizes and celebrates associates driving overall associate 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 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.
Responsible for conducting monthly Services Walks to validate proper execution of policies and procedures.
Responsible for taking immediate action when a sick/injured pet is identified in the store; transport to the vet as needed.
Shared responsibility with store opening and closing procedures to uphold our brand promise.
Business Management
Drives and identifies opportunities to grow the business and hold associates accountable in achieving store P&L expectations (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 required; 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 a ladder, and use hands to handle, feel, hold, write, etc. Vision abilities include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Lift and/or move up to 50 pounds regularly; occasionally team lift more than 100 pounds. Vision abilities include depth perception.
Exposure to moving mechanical parts, pet hair, and live animals; moderate noise level with possible higher noise at times.
Benefits
Paid weekly
Full-time hours
Associate discounts and perks
Health benefits: medical, dental, vision
401k
Tuition assistance
Career pathing
Development opportunities
EEO and Legal 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 where required by local or state law). Some locations may have additional fair chance ordinances as applicable.
Additional Information Exact rate of pay will be based on relevant experience, training, skills or knowledge and store location. This position is paid on an hourly basis. Benefits described are in effect at participating stores. See benefits at https://benefits.petsmart.com/us/.
#J-18808-Ljbffr