assistant manager - retail

Title posted on CareerBeacon - Assistant Store Manager - Customer Experience ( 116th St)

Posted on October 12, 2026 by Employer details PetSmart

Job details

htmlPetSmart does Anything for Pets - JOIN OUR TEAM!Assistant Store Manager Customer ExperienceAbout Life at PetSmartOur associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be.Benefits that Benefit YouTake care of yourself and your family members?whether they be two-legged or four, have feathers, fur, or fins. Enjoy true rewards (plus lots of warm, fuzzy feelings)! Check out some of our AWEsome offerings: Paid Weekly Health & Wellness Benefits* Group Registered Retirement Plan (RRSP) with company match Paid Time off for full-time associates Associate discounts Tuition Assistance Career pathing Development opportunitiesJob SummaryPetSmart?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.Essential ResponsibilitiesJob responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:People Leadership: 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.Overall Store Experience: 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. Oversees all PetSmart 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. Responsible for conducting monthly Services Walks to validate proper execution of policies and procedures. Responsible for taking immediate action 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 ensure we uphold our brand promise.Business Management: Drives and identifies opportunities to grow the business and hold associates accountable in achieving store P&L expectations such as sales and shrink targets. Manages expenses such as labor and supplies and any other relevant store metrics. Leverages home office partners and resources to submit and follow up on store-related work