Assistant Store Manager - Customer Experience

Assistant Store Manager Customer Experience Job Summary

Pet Smart’s Experience Leader (ELR) is responsible for providing exceptional leadership and service to our pet parent 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. This 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

• Participate in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
• Facilitate associate experience and support associate development. This includes but is not limited to associate reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth.
• Address and administer associate complaints and grievances.
• Prioritize, delegate, and validate daily tasks for associates to meet business and pet parent needs.
• Lead and coach associates on proper processes to ensure pets in our care are safe and healthy.
• Coordinate staffing coverage for experience activities in pivotal areas of the store.
• Effectively communicate company information and priorities to associates to ensure alignment and deliver on expectations.
• Delegate and validate completion of daily tasks including engagement videos.
• Recognize and celebrate associates driving overall associate engagement.

• Lead associate and pet parent experience at all levels and ensure pets in our care are safe and healthy.
• Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and respond to general and escalated pet parent’s concerns.
• Assist with reservations in hotels, salons and training.
• Oversee all Pet Smart services (salon, training, hotel and day camp), live pet sales and adoptions.
• Evaluate operations and seek opportunities to continuously improve experiences and services.
• Oversee store events and marketing (adoptions, hotel, salon, etc.).
• Maintain store standards and lead a culture of empowerment by ensuring compliance with our policies and procedures (P&Ps) and code of ethics.
• Conduct monthly Services Walks to validate proper execution of policies and procedures.
• Take immediate action when a sick/injured pet is identified in the store; transport to the vet as needed.
• Share responsibility with store opening and closing procedures to ensure we uphold our brand promise.

• Drive and identify opportunities to grow the business and hold associates accountable in achieving store P&L expectations such as sales and shrink 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.
• Work 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 oversee 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, feel, hold, write, etc. The associate frequently is required to reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required by this job include depth perception.…