Retail Store Manager

Overview

Retail Store Manager Smart is seeking candidates for the Retail Store Manager role.

Pet Smart’s Store Leader has leadership oversight of the safety of people and pets, pet parent experience, operational execution, financial outcomes, and all human resource functions within all areas of the store. This role provides exemplary leadership by driving the company culture and strategies, achieving targeted results, championing exceptional pet parent service and efficient execution of the store’s daily business while upholding the company’s vision, mission, values, and strategy within the store.

People Leadership:

• Responsible for employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
• Builds an open-door culture in the store by engaging and listening to associates. Responsible for leveraging the Voice of Associate tool to listen to and respond to associate feedback.
• Accountable for creating and posting the schedule for the entire store after receiving input from Experience and Process Leader.
• Facilitates the associate experience and supports associate development, including reviews, recognition, team activities, labor management, training, onboarding, mentoring and succession planning.
• Delegates effectively and empowers others to succeed; challenges others to reach their full potential and encourages ownership of results.
• Cascades information to associates and adjusts team priorities to meet goals and commitments.
• Ensures alignment with change and responds effectively to a changing environment.
• Addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.
• Ensures all associate reviews are delivered on time.

Overall Store

Experience:

• Leads the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy.
• Accountable for pet parent experience and outcomes conducted over the telephone, in person or online, and for responding to general and escalated pet parent concerns.
• Builds a store environment focused on consistently delivering an exceptional in-store pet parent and associate experience.
• Evaluates operations and seeks opportunities to continuously improve processes and services.
• Collaborates with the Store Leadership team to ensure efficient outcomes of in-store and community events, including partnerships with local adoption groups.
• Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and procedures and code of ethics.
• Conducts monthly Core and Services Walks to validate proper execution of policies and procedures.
• Prioritizes and ensures a safe environment for associates, pets, and pet parents.
• Ensures compliance with inventory management tools to guarantee appropriate levels of in-stock.
• Communicates business and financial objectives to other leaders within the store.
• Reviews in-store cameras to assess safety practices, associate behaviors and risk; provides coaching and accountability as appropriate.
• Takes action and reports when a sick/injured pet is identified in the store; transports to the vet as needed.
• Shared responsibility with store opening and closing procedures to uphold brand promise.

Business Management:

• Delivers corporate strategy and profitability goals by executing leadership directions.
• Analyzes reporting and communicates business results; creates improvement plans where needed.
• Identifies and drives opportunities to grow the business, recognizes successes and holds associates accountable for store P&L targets such as sales and shrink.
• Manages expenses such as labor and supplies and other relevant store metrics.
• Leverages home office resources to submit and follow up on work orders and budget allocations.
• Creates and posts store schedules; processes payroll weekly and manages labor within a budget.
• Executes daily, weekly, and monthly reporting and required paperwork; runs store-related errands as needed.

Qualifications:

• 4-6 years of retail leadership or experience in a customer-focused environment.
• Full-time availability; flexibility in schedule, including evenings, weekends,…