Key Holder

About the role

As a Key Holder at Petco, you are a trusted member of the leadership team who helps ensure smooth daily operations, exceptional customer service, and a safe, secure environment for pets, partners, and customers. You support store leadership by supervising partners, opening and closing the store, and serving as a point of contact when management is not present. This role is ideal for someone who enjoys leading on the floor, solving problems in the moment, and delivering a great experience every day.

Responsibilities

• Pet First
  • Uphold Petco’s animal care standards, ensuring the health, safety, and proper handling of all animals.
  • Promote a safe, welcoming environment for pets, pet parents, and partners.
  • Follow all policies and procedures related to animal welfare, safety, and store operations.
• Foster the Fun
  • Deliver friendly, knowledgeable, and solution-oriented service to every customer.
  • Support and supervise store partners, helping maintain productivity and positive morale.
  • Assist with training new partners and reinforcing best practices on the sales floor.
  • Help maintain a clean, organized, and visually appealing store environment.
• Let’s Go!
  • Open and close the store while following all cash handling, safety, and security protocols.
  • Support daily store operations including sales, task execution, and recovery.
  • Execute merchandising standards, including planograms, pricing accuracy, signage, and promotional set-ups.
  • Identify out-of-stocks, low inventory, or merchandising issues and communicate them to store leadership.
  • Process transactions, refunds, and exchanges accurately and efficiently.
  • Act as the primary point of contact in the absence of store management.
  • Support sales initiatives and promotions to help achieve store goals.
• Store Operations, Merchandising & Inventory
  • Maintain merchandise presentation and in-stock conditions to Petco standards.
  • Ensure accurate pricing and signage throughout the store.
  • Assist with inventory counts, product replenishment, and shrink awareness.
  • Monitor merchandising and inventory conditions during shifts and escalate issues as needed.
  • Ensure compliance with company policies, procedures, and safety standards.
• Customer Experience & Leadership
  • Address customer questions and resolve concerns promptly and professionally.
  • Model Petco’s selling behaviors and service expectations.
  • Provide guidance and direction to partners during assigned shifts.
  • Escalate concerns appropriately to store leadership.

What Success Looks Like

• The store opens and closes safely and smoothly.
• Merchandise is well-stocked, accurately priced, and visually appealing.
• Inventory is handled accurately and with care.
• Customers receive prompt, friendly, and knowledgeable service.
• Partners feel supported and clear on expectations during each shift.

Requirements

• Previous retail experience required; key holder or supervisory experience preferred.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication and interpersonal abilities.
• Ability to multitask and thrive in a fast-paced environment.
• Basic math skills and experience handling cash and transactions.
• Reliable, responsible, and detail oriented.

Essential Functions & Work Environment

• This role is primarily performed in a Pet Care Center retail environment.
• The Key Holder is expected to be regularly present on the sales floor, leading by example and engaging with partners, customers, and pets.
• Majority of work is conducted indoors; however, occasional duties may require leaving the Pet Care Center for tasks such as bank deposits, merchandise transport, or community events.
• The role requires frequent standing and walking, as well as bending, kneeling, reaching, and lifting.
• Ability to safely lift and move merchandise, supplies, or animals weighing up to 50 pounds.
• Regular engagement with customers on the sales floor, including providing customer assistance and performing cashiering and point-of-sale transactions.
• Must be able to work in proximity to animals, including exposure to animal dander, odors, noises, and cleaning chemicals.
• Flexible availability to support Pet Care Center operating hours, including evenings, weekends, and holidays.
• A limited amount of travel may be required for training, meetings, or community engagement.
• Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of this role.

Why You’ll Love It Here

• Purpose-driven work that makes a difference for pets and people.
• Opportunities to build leadership skills and grow your career.
• A collaborative, inclusive team culture.
• A strong stepping stone for future leadership opportunities.