Assistant Store Manager - Customer Experience

Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be.

Benefits

• Paid weekly
• Health & wellness benefits
• 401k plan with company match
• Paid time off for full-time associates
• Associate discounts
• Tuition assistance
• Career pathing and development opportunities

Responsibilities

• 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.
  • 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 deliver on expectations.
  • 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 responding to general and escalated pet parent’s concerns.
  • Assists with reservations in hotels, salons, and training.
  • Oversees the pet parent experience across PetSmart services (salon, training, hotel, and day camp), live pet sales, and adoptions.
  • Evaluates operations and seeks opportunities to continuously improve experiences and services.
  • Accountable for the successful execution and experience of store events and marketing (adoptions, hotel, salon, etc.).
  • Maintains store standards and leads a culture of empowerment by ensuring compliance with our policies and procedures (P&Ps) 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 ensure we uphold our brand promise.
• Business Management:
  • Drives and identifies opportunities to grow the business and holds associates accountable in achieving store P&L expectations such as sales and shrink targets.
  • Manages expenses such as labor and supplies and any 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 the services associates on productivity and scheduling to grow the business and achieve company goals.

Requirements

• 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.

Qualifications

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

• Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc.
• Frequently required to reach with hands and arms; stoop, kneel, crouch, talk, and hear.
• Specific vision abilities required by this job include depth perception.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds.
• Occasionally exposed to moving mechanical parts, as well as a wet environment with an abundance of pet hair.
• The noise level is moderate in the work environment; however, associates may be exposed to high levels of noise at times.
• Exposure to live animals and their handling is common.