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.
• While performing the duties of this job, the associate is 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.

Exact rate of pay will be based on relevant experience level, training, skills or knowledge, and store location. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for a quarterly incentive based on eligible earnings and store performance.