Retail Store Manager

About This Role

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
• 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.