Assistant Store Manager (Customer Experience)

Job overview

Assistant Store Manager (Customer Experience) in Hurst, TX. This role provides exceptional leadership and service to pet parents, driving the pet parent experience through culture and strategies to achieve targeted results.

What you'll do

• People Leadership: Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating. Facilitates the associate experience and supports 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. 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. Delegate and validate completion of daily tasks including engagement videos. Address and administer associate complaints and grievances. 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’s 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 orders and purchase card allocation. Works directly with the services associates on productivity and scheduling to grow the business and achieve company goals.

What we're looking for

Experience

3-5 years of retail leadership or experience in a customer-focused environment.

Skills & competencies

assistant store manager

hurst tx

petsmart

full-time

retail management

customer experience

leadership

team leadership

sales

operations

pet care

store operations

employee development

Work arrangement

• Weekend coverage required

Benefits & perks

• 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

About the employer

PetSmart is hiring for this role. Industry: Furniture Retailers. Sector: 44.