Retail Store Manager

At PetSmart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love—a lesson we learn from our pets—and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our furry, scaled, and feathery friends while enjoying a work experience that celebrates them as their authentic selves.

Benefits That Benefit You

• Paid bi-weekly
• Health benefits: medical, dental, vision
• 401k
• Tuition assistance
• Associate discounts and perks
• Paid time off for full-time associates
• Career pathing
• Development opportunities

Job Summary

PetSmart’s Store Leader has leadership oversight of the safety of people and pets, pet parent experience, operational execution, financial outcomes, and all human resource functions within all areas of the store. This role is expected to provide exemplary leadership for the store by driving the company culture and strategies, achieving targeted results, championing exceptional pet parent service and efficient execution of the store’s daily business while upholding the company’s vision, mission, values, and strategy within the store.

Essential Responsibilities

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

• People Leadership: Responsible for employment decisions such as recruiting, interviewing, hiring, coaching, and terminating. Builds an open-door culture in the store by engaging and listening to associates. Responsible for leveraging the Voice of Associate tool to listen to and respond to associate feedback. Accountable for creating and posting the schedule for the entire store after receiving input from Experience and Process Leader. Facilitates the associate experience and supports associate development. This includes but is not limited to associate reviews, recognition, team activities, labor management, training, onboarding, mentoring and succession planning. Delegates effectively and empowers others to succeed; challenges others to reach their full potential and encourages them to retain ownership for their results. Cascades information to associates and adjusts team priorities to meet goals and commitments. Ensures continued alignment and responds effectively to a changing environment. Address and administer associate complaints and grievances. Recognizes and celebrates associates driving overall associate engagement. Accountable to ensuring all associate reviews are delivered on time.
• Overall Store Experience: Leads the associate and pet parent experience at all levels and ensures pets in our care are safe and healthy. Accountable for the pet parent experience and outcomes conducted over the telephone, in person or online, and responding to general and escalated pet parent concerns. Builds a store environment that is focused on consistently delivering an exceptional, positive in-store pet parent and associate experience. Evaluates operations and seeks opportunities to continuously improve processes and services. Collaborates and partners with the Store Leadership team to ensure efficient and effective outcomes of in-store and community events including partnering with local adoption groups. Maintains store standards and leads a culture of empowerment by ensuring compliance with our policies and procedures (P&Ps) and code of ethics for themselves and their team. Responsible for conducting monthly Core and Services Walks to validate proper execution of policies and procedures. Prioritises and ensures a safe environment for our associates, pets, and pet parents. Ensures compliance with all inventory management tools to guarantee appropriate levels of in-stock are available to all pet parents. Communicates business and financial objectives to other leaders within the store. Responsible for reviewing in-store cameras to assess safety practices, associate behaviours and assess risk. Follow up with associates and leaders with coaching and accountability as appropriate. Responsible for taking immediate action and reports 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: Deliver corporate strategy and profitability goals by executing the direction set leadership. Responsible for analysing, root cause and responding to a variety of reporting in all areas of the store. Communicates business results to leaders and associates; creating improvement plans where needed. Identifies and drives opportunities to grow the business, recognises business successes and holds associates accountable in achieving store P&L expectations such as sales and shrink targets. Manages expenses such as labour 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. Creates and posts schedules for the entire store. Accountable for processing payroll weekly and managing labour within a budget. Executes daily, weekly, and monthly reporting and paperwork as required by the Company. Accountable to run store related errands to support store needs.

Qualifications

• 4-6 years of retail leadership or experience in a customer-focused environment.
• Full-time availability required, flexibility in schedule, 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 organisational skills and attention to detail.

SUPERVISORY RESPONSIBILITY

Typically oversees the Experience Leader and Process Leader, up to six lead associates and ten to seventy non-leader associates. Carries out supervisory responsibilities in accordance with PetSmart’s policies and procedures.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. The associate frequently is required to reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required by this job include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Specific vision abilities required by this job include depth perception. While performing the duties of this job, the associate is occasionally exposed to moving mechanical parts, as well as a wet environment with an abundance of pet hair. The noise level is moderate in the work environment; however, associates may be exposed to high levels of noise at times. Exposure to live animals and their handling is common.

Do What You Love

Join us for a chance to make a meaningful impact every day. Whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom—you’ll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets. We’re delighted you’re interested in joining our pack and helping us in our commitment to doing Anything for Pets, and the people who love them. We’re excited to hear your story and learn more about you!

This listing is not an indication that the position is currently open or available. We are continually looking to build a strong network of talented candidates to join our organization and are always accepting applications. Feel free to contact your local PetSmart store to check on which roles they are actively hiring for.

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided with a copy of a job description for the actual position you are hired into. This position is also eligible for benefits as described at https://benefits.petsmart.com/us/.

PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, age, national or ethnic origin, disability, as well as any other characteristic protected by federal, provincial, or local law. Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state law).