Assistant Store Manager - Customer Experience

Assistant Store Manager – Customer Experience

Pet Smart’s Experience Leader (ELR) is responsible for providing exceptional leadership and service to our pet parents while upholding the company’s vision, mission, values, and strategy. This role is expected to provide exemplary leadership for the store by driving the pet parent experience through culture and strategies, achieving targeted results. The role has shared responsibility for the safety of people and pets, efficient execution of daily tasks and financial outcomes.

• Paid Weekly
• Health & Wellness Benefits
• 401k Plan with company match
• Paid Time off for full-time associates
• Associate discounts
• Tuition Assistance
• Career pathing
• Development opportunities

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

• Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
• Facilitates the associate experience and supports associate development, including associate reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth.
• Addresses and administers associate complaints and grievances.
• Prioritizes, delegates, and validates daily tasks for associates to meet business and pet parent needs.
• Leads and coaches associates on proper processes to ensure pets in our care are safe and healthy.
• Coordinates staffing coverage for experience activities in pivotal areas of the store.
• Effectively communicates company information and priorities to associates to ensure alignment and deliver on expectations.
• Delegates and validates completion of daily tasks, including engagement videos.
• Recognizes and celebrates associates driving overall associate engagement.

• Leads the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy.
• Responsible for the pet parent experience and outcomes conducted over the telephone, in person or online, and responding to general and escalated pet parent concerns.
• Assists with reservations in hotels, salons, and training.
• Opens and oversees all Pet Smart services (salon, training, hotel, and day camp), live pet sales and adoptions.
• Evaluates operations and seeks opportunities to continuously improve experiences and services.
• Oversees store events and marketing (adoptions, hotel, salon, etc.).
• Maintains store standards and leads a culture of empowerment by ensuring compliance with our policies and procedures (P&Ps) and code of ethics.
• Conducts monthly Services Walks to validate proper execution of policies and procedures.
• Responds to immediate action when a sick/injured pet is identified in the store; transports to the vet as needed.
• Shares responsibility with store opening and closing procedures to ensure we uphold our brand promise.

• Drives and identifies opportunities to grow the business and holds associates accountable in achieving store P&L expectations such as sales and shrink targets.
• Manages expenses such as labor and supplies and other relevant store metrics.
• Leverages home office partners and resources to submit and follow up on store related work orders and purchase card allocation.
• Works directly with the services associates on productivity and scheduling to grow the business and achieve company goals.

• 3-5 years of retail leadership or 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.

• Typically oversees one to six lead associates and ten to seventy non-leader associates. Carries out supervisory responsibilities in accordance with Pet Smart’s policies and procedures.

• Associate required to stand, walk, climb a ladder, and use hands to handle,…