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 utmost 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

• People Leadership: Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, and coaching for growth. Provides feedback into associate performance reviews, disciplinary action, and promotions. Develops new and existing associates through bather and/or stylist certification processes and identifies candidates for academy training to become stylists. Delegates and validates completion of daily tasks for the salon, addresses associate complaints and grievances, and recognizes associates driving engagement.
• Salon and Overall Store Experience: Responsible for pet parent experience and outcomes of interactions conducted over the telephone, in person, or online, responding to concerns. Greets and supports pet parents, answers questions, and recommends wellness solutions. 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 with policies and procedures. 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 standards. Promotes opportunities to grow salon sales to help achieve sales targets and productivity metrics. Maintains operational standards including cleanliness, sanitation, and humane conditions for all pets in the grooming area. Takes immediate action and reports when a sick or injured pet is identified; transports to the vet as needed. Maintains communication with the Experience Leader on business trends and provides best practices. Communicates and reports facilities or supply needs. 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.
• No direct reports, however expected to guide and support the development of other associates. Provides feedback on associate performance to direct supervisor.

Essential Physical Demands and Work Environment

• Standing, walking, climbing a ladder, and using hands to handle, feel, hold, write, etc.
• Frequently reaching with hands and arms; stooping, kneeling, crouching, talking, and hearing.
• Specific vision abilities required include depth perception.
• Frequently lifting and/or moving up to 50 pounds; occasionally team lifting and/or moving more than 100 pounds.
• Occasionally exposed to moving mechanical parts and a wet environment with an abundance of pet hair.
• Noise level is moderate; may be exposed to high levels of noise at times.
• Exposure to live animals and their handling is common.