Retail Store Managers at PetSmart lead all aspects of store operations, including the safety of people and pets, customer experience, financial outcomes, and human resources. This role involves driving company culture and strategies, achieving targeted results, and ensuring efficient daily business operations while upholding the company's vision and values.
Responsibilities
Make employment decisions such as recruiting, interviewing, hiring, coaching, and terminating associates
Build an open-door culture by engaging and listening to associates
Leverage the Voice of Associate tool to listen to and respond to associate feedback
Ensure accurate and appropriate staffing and scheduling
Facilitate the associate experience and support associate development, including reviews, recognition, team activities, labor management, training, onboarding, mentoring, and succession planning
Delegate effectively and empower others to succeed; challenge others to reach their full potential and encourage them to retain ownership for their results
Cascade information to associates and adjust team priorities to meet goals and commitments
Ensure continued alignment and respond effectively to a changing environment
Address and administer associate complaints and grievances
Recognize and celebrate associates, driving overall associate engagement
Ensure all associate reviews are delivered on time
Lead the associate and pet parent experience at all levels and ensure pets in our care are safe and healthy
Be accountable for the pet parent experience and outcomes conducted over the telephone, in person or online, and respond to general and escalated pet parent concerns
Build a store environment focused on consistently delivering an exceptional, positive in-store pet parent and associate experience
Evaluate operations and seek opportunities to continuously improve processes and services
Collaborate and partner with the Store Leadership team to ensure efficient and effective outcomes of in-store and community events, including partnering with local adoption groups
Maintain store standards and lead a culture of empowerment by ensuring compliance with policies and procedures (P&Ps) and code of ethics for themselves and their team
Conduct monthly Core and Services Walks to validate proper execution of policies and procedures
Prioritize and ensure a safe environment for associates, pets, and pet parents
Ensure compliance with all inventory management tools to guarantee appropriate levels of in-stock are available to all pet parents
Communicate business and financial objectives to other leaders within the store
Review in-store cameras to assess safety practices, associate behaviors, and assess risk
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Follow up with associates and leaders with coaching and accountability as appropriate
Take immediate action and report 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 brand promise is upheld
Deliver corporate strategy and profitability goals by executing the direction set by leadership
Analyze, root cause, and respond to a variety of reporting in all areas of the store
Communicate business results to leaders and associates; create improvement plans where needed
Identify and drive opportunities to grow the business, recognize business successes, and hold associates accountable in achieving store P&L expectations such as sales and shrink targets
Manage expenses such as labor and supplies and any other relevant store metrics
Leverage home office partners and resources to submit and follow up on store-related work orders and purchase card allocation
Be accountable for staffing the entire store and creating, maintaining, and posting schedules in scheduling software, including managing applicable system settings
Be accountable for processing payroll weekly and managing labor within a budget
Execute daily, weekly, and monthly reporting and paperwork as required by the Company
Run store-related errands to support store needs
Requirements
4 to 6 years of retail leadership or experience in a customer-focused environment
Full-time availability, 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
Must be over the age of 18 (except in Montana or where otherwise required by local or state law)
Benefits
Health & Wellness Benefits
401k Plan with company match
Paid time off
Tuition assistance
Associate discounts
Career pathing
Development opportunities
Quarterly incentive based on eligible earnings and store performance
Important Details
Schedule: flexible (days, nights, weekends)
Employment type: full-time
Team: Typically oversees the Experience Leader and Process Leader, up to six lead associates and ten to seventy non-leader associates
About the Company
PetSmart is dedicated to doing Anything for Pets and creating a values-based culture for its associates. The company aims to build the best team in retail, fostering an environment where associates learn, grow, and thrive together.
At PetSmart, we’ll do Anything for Pets.
Headquarters
21848 Valley Boulevard, City of Industry, CA 91789
