Assistant Store Manager - Customer Experience

Assistant Store Manager - Customer Experience

PetSmart Surrey, British Columbia, Canada

Job Summary

PetSmart’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 drives the pet parent experience through culture and strategies, and collaborates to achieve targeted results. The role shares responsibility for the safety of people and pets, efficient execution of daily tasks, and financial outcomes.

Benefits

• Paid weekly
• Full-time hours
• Associates discounts and perks
• Health benefits: medical, dental, vision
• 401k
• Tuition assistance
• Career pathing
• Development opportunities

Responsibilities

People Leadership

• Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
• Facilitates the associate experience and supports associate development, including 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.
• Communicate company information and priorities to associates to ensure alignment and delivery on expectations.
• Delegate and validate completion of daily tasks including engagement videos.
• Recognize and celebrate associates driving overall engagement.

Overall Store Experience

• Lead the associate and pet parent experience at all levels and ensure pets in our care are safe and healthy.
• Oversee pet parent experiences conducted over the telephone, in person, or online; respond to general and escalated concerns.
• Assist with reservations in hotels, salons, and training.
• Oversee all PetSmart services (salon, training, hotel and day camp), live pet sales, and adoptions.
• Evaluate operations and identify opportunities to 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 policies, procedures, and code of ethics.
• Conduct monthly Services Walks to validate proper execution of policies and procedures.
• Take immediate action when a sick or injured pet is identified; transport to the vet as needed.
• Share responsibility with store opening and closing procedures to uphold the brand promise.

Business Management

• Identify opportunities to grow the business and hold associates accountable for store P&L targets (sales and shrink).
• Manage expenses such as labor and supplies and other store metrics.
• Leverage home office partners and resources to submit and follow up on store-related work orders and purchase card allocations.
• Collaborate with services associates on productivity and scheduling to achieve company goals.

Qualifications

• 3-5 years of retail leadership or experience in a customer-focused environment.
• Full-time availability; flexibility to work evenings, weekends, and holidays as needed.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure and stay composed.
• Strong organizational skills and attention to detail.

Supervisory Responsibility

• Typically oversees one to six lead associates and ten to seventy non-leader associates.

Physical Demands and Work Environment

• Stand, walk, climb a ladder; use hands to handle, feel, hold, write; reach with hands and arms; stoop, kneel, crouch; depth perception. Reasonable accommodations available for disabilities.
• Lift and/or move up to 50 pounds regularly; may lift more than 100 pounds with assistance.
• Exposure to moving mechanical parts, pet hair, and variable noise levels; potential exposure to live animals.

Other Information

Join us for a chance to make a meaningful impact every day. We value diverse perspectives and are committed to doing Anything for Pets and the people who love them. Apply now.

Equal opportunity employer notice: PetSmart provides equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Reasonable accommodations are available during the application process upon request and as required by law.

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