Retail Store Manager

Job Title

Retail Store Manager – Pet Smart

At Pet Smart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our pets while enjoying a work experience that celebrates them as their authentic selves.

• Paid bi-weekly
• Health benefits:
  
  medical, dental, vision
• 401k
• Tuition assistance
• Associate discounts and perks
• Paid time off for full-time associates
• Career pathing
• Development opportunities

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 the store. This role provides exemplary leadership to drive company culture and strategies, achieve targeted results, champion exceptional pet parent service, and ensure efficient execution of daily store operations while upholding Pet Smart’s vision, mission, values, and strategy.

Job responsibilities include, but are not limited to, and may vary by store characteristics and needs.

• Responsible for employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
• Fosters an open-door culture and engages associates. Uses Voice of Associate to listen and respond to feedback.
• Creates and posts the store schedule with input from Experience and Process Leader.
• Supports associate development, including reviews, recognition, training, onboarding, mentoring, and succession planning.
• Delegates effectively and empowers others to succeed; encourages ownership of results.
• Communicates priorities to the team and adapts to changing conditions.
• Addresses associate complaints and grievances; recognizes engagement drivers.
• Ensures timely delivery of associate reviews.

• Leads the associate and pet parent experience; ensures pets in care are safe and healthy.
• Manages pet parent interactions via phone, in person, or online; addresses concerns.
• Creates a store environment focused on delivering exceptional experiences.
• Evaluates operations and seeks continuous process improvements.
• Collaborates with Store Leadership to execute events and partnerships (e.g., local adoption groups).
• Maintains store standards and ensures policy and ethical compliance.
• Conducts monthly Core and Services Walks to validate execution.
• Prioritizes safety for associates, pets, and pet parents.
• Maintains inventory management to ensure appropriate stock levels.
• Communicates business and financial objectives to leaders and associates.
• Reviews in-store camera footage to assess safety and coaching needs.
• Responds to sick/injured pets by taking action and arranging veterinary care as needed.
• Supports opening and closing procedures to uphold brand promise.

• Delivers corporate strategy and profitability goals by executing leadership direction.
• Analyzes reports, identifies root causes, and implements improvement plans.
• Drives growth opportunities, holds associates accountable for store P&L targets.
• Manages expenses such as labor and supplies; leverages home office resources for store-related tasks.
• Creates and posts store-wide schedules; processes payroll weekly within budget.
• Executes required reporting and paperwork; performs store-related errands as needed.

• 4-6 years of retail leadership or equivalent customer-focused experience.
• Full-time availability; ability to work evenings, weekends, and holidays as needed.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to stay composed under pressure; strong organizational skills and attention to detail.

• Typically oversees Experience Leader and Process Leader, up to six lead associates and 10–70 non-leader associates.

• Stand, walk, climb a ladder; use hands to handle and lift up to 50 pounds regularly, more than 100 pounds occasionally with team lift.
• Exposure to moving parts, pet hair, and variable noise…