Retail Store Manager

Job Summary

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 is expected to provide exemplary leadership for the store 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.

Job responsibilities include, but are not limited to, and may vary depending on store characteristics and needs:

• 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. This includes but is not limited to associate 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 them to retain ownership for their results.
• Cascades information to associates and adjusts team priorities to meet goals and commitments.
• Ensures continued alignment and responds effectively to a changing environment.
• Addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.
• Accountable to ensuring all associate reviews are delivered on time.

• Leads the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy.
• Accountable for the pet parent experience and outcomes conducted over the telephone, in person or online, and responds to general and escalated pet parent concerns.
• Builds a store environment focused on delivering an exceptional, positive 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 and effective 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 code of ethics for themselves and their team.
• Responsible for conducting 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 all inventory management tools to guarantee appropriate levels of in-stock are available to all pet parents.
• Communicates business and financial objectives to other leaders within the store.
• Responsible for reviewing in-store cameras to assess safety practices, associate behaviors and assess risk, with coaching and accountability as appropriate.
• Responsible for taking immediate action and reporting when a sick/injured pet is identified in the store; transport to the vet as needed.
• Shared responsibility with store opening and closing procedures to uphold the brand promise.

• Deliver corporate strategy and profitability goals by executing the direction set by leadership.
• Analyze, identify root causes, and respond to a variety of reports in all areas of the store. Communicate results to leaders and associates; create improvement plans where needed.
• Identify and drive opportunities to grow the business, recognize successes, and hold associates accountable in achieving store P&L targets.
• Manage expenses such as labor and supplies and other relevant store metrics.
• Leverage home office partners and resources to submit and follow up on store-related work orders and purchase card allocation.
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