Retail Operations Lead

About the role

PetSmart’s Process Lead (Retail Operations Lead) has shared responsibility to drive operational excellence in our stores while upholding the company’s vision, mission, values, and strategy.

Essential Responsibilities

• Support and guide sales associates in merchandise handling, providing training on product knowledge and presentation standards.
• Facilitates the associate experience and supports associate development. This includes but is not limited to training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action and promotions.
• Delegate and validate completion of daily tasks. Leads and directs associates when acting as the leader on duty.
• Address and administer associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.
• Execute merchandise strategies to optimize sales, including receiving of product, product placement, seasonal displays, and promotional setups.
• Manage inventory levels, conduct regular audits, and analyze sales trends to make informed recommendations for stock replenishment and markdowns.
• Maintain accurate inventory records, conduct regular audits, and address discrepancies.
• Operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies.
• Maintain store standards and lead a culture of empowerment by ensuring compliance with our Policies and Procedures (P&Ps) and Code of Ethics.
• Operate store opening and closing procedures to ensure we uphold our brand promise. Complete monthly live cycle counts, address discrepancies.
• Ensure pet care maintenance, commitment standards (cleaning, feeding, providing water, etc.) and caring for new arrival and sick pets.
• Support the associate and pet parent experience at all levels and ensure pets in our care are safe and healthy. Take immediate action and report when a sick/injured pet is identified in the store; transport to the vet as needed.
• Follow company Policies and Procedures to prepare for and receive new store-owned pet arrivals. Ensure pets are healthy to move to the sales floor after quarantine period.

Qualifications

• 2+ years of retail supervisory 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, particularly in maintaining a visually appealing store layout.
• No direct reports, however, are expected to guide and support the development of other associates. Provides feedback on associate performance to direct supervisor. Acts as the Leader when other Leaders are not in the store.

Essential Physical Demands and Worn Environment

• Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc.
• Frequent reaching 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.
• Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds.
• Specific vision abilities required by this job include depth perception.
• 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.