Pet Groomer & Salon Trainer

About the Role

PetSmart's Salon Experience Lead (Groomer & Salon Trainer) is responsible for providing exceptional service to pet parents and supporting a high performing team while upholding the company's vision, mission, values, and strategy. This role will deliver professional quality services with the upmost focus on quality and care of pets. The Salon Experience Lead will support the development of bathers and new stylists, seeing them through the entire pet stylist development program.

Responsibilities

• Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, and coaching for growth, as well as providing feedback into associate performance reviews, disciplinary action and promotions
• Responsible for developing new and existing associates through bather and/or stylist certification process
• Identifies candidates internally to attend academy training to become stylists
• Delegates and validates completion of daily tasks for salon
• Addresses and administers associate complaints and grievances
• Recognizes and celebrates associates driving overall associate engagement
• Responsible for pet parent experience and the outcomes of interactions conducted over the telephone, in person or online, and responding to general pet parent concerns
• Greets and supports pet parents, answers their questions and recommends wellness solutions based on the pets' need
• Engages with pet parents at checkout to drive connection and rebooking
• Communicates and drives pet parent engagement around marketing promotions
• Utilizes salon tools including the booking system and call logs to make reservations and conduct necessary appointment calls
• Maintains store standards and leads a culture of empowerment by ensuring compliance to policies and procedures and code of ethics
• Independently performs full menu of bath, brush and grooming services and standalone services, such as nail trims, teeth brushing, and sanitary services in accordance with PetSmart's bathing standards and procedures
• Promotes opportunities to grow salon sales to help achieve sales targets and productivity, and any other relevant salon metrics
• Maintains operational standards including cleanliness, sanitation, and humane conditions for all pets in the grooming area
• Responsible for taking immediate action and reporting when a sick/injured pet is identified in the store; transports to the vet as needed
• Maintains communication with Experience Leader on business trends and provides best practices to suggest for implementation
• Communicates and reports any facilities or supply needs to the Experience Leader or Leader on Duty
• Recommends, informs, and sells services and merchandise
• Assists and works in other departments as required

Qualifications

• 2+ years grooming experience; may be asked to complete a technical exam
• Full time availability required, flexibility in schedule, able to work evenings, weekends, and holidays as needed
• Proficiency with use of tools, equipment and products to perform technical work safely
• 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 and safety measures

Physical Demands & Work Environment

• 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 include depth perception
• 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
• Noise level is moderate in the work environment; may be exposed to high levels of noise at times
• Exposure to live animals and their handling is common

No direct reports, however, expected to guide and support the development of other associates. Provides feedback on associate performance to direct supervisor. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.