PetSmart Charities
Assistant Store Manager - Customer Experience
PetSmart Charities, Chicago, Illinois, United States
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 is expected to provide exemplary leadership for the store by driving the pet parent experience through culture and strategies, achieving targeted results. The role also shares responsibility for the safety of people and pets, efficient execution of daily tasks, and financial outcomes.
Location Champaign, IL
Essential Responsibilities
Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
Facilitates the associate experience and supports associate development, including reviews, recognition, team events, training, onboarding, mentoring, and succession planning.
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 care are safe and healthy.
Coordinates staffing coverage for experience activities in pivotal store areas.
Communicates company information and priorities to associates to ensure alignment and deliver on expectations.
Delegates and validates completion of daily tasks, including engagement videos.
Recognizes and celebrates associates driving overall engagement.
Leads the associate and pet parent experience at all levels, ensuring pets are safe and healthy.
Responds to pet parent concerns over the phone, in person, or online, handling general and escalated issues.
Assists with reservations for hotels, salons, and training.
Oversees all PetSmart services (salon, training, hotel, 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).
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.
Responds immediately to sick or injured pets in store; transports to the vet if needed.
Shares responsibility with store opening and closing procedures to uphold brand promise.
Drives and identifies opportunities to grow the business and holds associates accountable for store P&L expectations (sales, 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 directly with services associates on productivity and scheduling to grow business and achieve company goals.
Qualifications
3-5 years of retail leadership or experience in a customer‑focused environment.
Full‑time availability required; flexible schedule and ability to work evenings, weekends, and holidays.
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, carrying 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.; frequently reach with hands and arms: stoop, kneel, crouch, talk, and hear. Requires depth perception; reasonable accommodations may be made for disabilities.
Frequently lift or move up to 50 pounds and occasionally team lift or move more than 100 pounds.
Occasionally exposed to moving mechanical parts, wet environment with pet hair, and moderate noise levels; exposure to live animals and handling is common.
Do What You Love Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom, you’ll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.
Equal Opportunity Employer PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national 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).
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Location Champaign, IL
Essential Responsibilities
Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
Facilitates the associate experience and supports associate development, including reviews, recognition, team events, training, onboarding, mentoring, and succession planning.
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 care are safe and healthy.
Coordinates staffing coverage for experience activities in pivotal store areas.
Communicates company information and priorities to associates to ensure alignment and deliver on expectations.
Delegates and validates completion of daily tasks, including engagement videos.
Recognizes and celebrates associates driving overall engagement.
Leads the associate and pet parent experience at all levels, ensuring pets are safe and healthy.
Responds to pet parent concerns over the phone, in person, or online, handling general and escalated issues.
Assists with reservations for hotels, salons, and training.
Oversees all PetSmart services (salon, training, hotel, 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).
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.
Responds immediately to sick or injured pets in store; transports to the vet if needed.
Shares responsibility with store opening and closing procedures to uphold brand promise.
Drives and identifies opportunities to grow the business and holds associates accountable for store P&L expectations (sales, 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 directly with services associates on productivity and scheduling to grow business and achieve company goals.
Qualifications
3-5 years of retail leadership or experience in a customer‑focused environment.
Full‑time availability required; flexible schedule and ability to work evenings, weekends, and holidays.
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, carrying 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.; frequently reach with hands and arms: stoop, kneel, crouch, talk, and hear. Requires depth perception; reasonable accommodations may be made for disabilities.
Frequently lift or move up to 50 pounds and occasionally team lift or move more than 100 pounds.
Occasionally exposed to moving mechanical parts, wet environment with pet hair, and moderate noise levels; exposure to live animals and handling is common.
Do What You Love Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom, you’ll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.
Equal Opportunity Employer PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national 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).
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