Job Summary

PetSmart’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. The position shares responsibility for the safety of people and pets, the efficient execution of daily tasks, and financial outcomes.

People Leadership Responsibilities

- Participate in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
- Facilitate the associate experience and support associate development, including 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.
- Coordinate staffing coverage for experience activities in pivotal areas of the store.
- Effectively communicate company information and priorities to associates to ensure alignment and deliver on expectations.
- Delegate and validate completion of daily tasks, including engagement videos.
- Recognize and celebrate associates driving overall associate engagement.

Overall Store Experience Responsibilities

- Lead the associate and pet parent experience at all levels and ensure pets in our care are safe and healthy.
- Oversee the pet parent experience and outcomes conducted over the telephone, in person, or online, and respond to general and escalated pet parent concerns.
- Assist with reservations in hotels, salons, and training.
- Oversee all PetSmart services (salon, training, hotel, and day camp), live pet sales, and adoptions.
- Evaluate operations and seek opportunities to continuously improve experiences and services.
- Oversee store events and marketing (adoptions, hotel, salon, etc.).




- Maintain store standards and lead a culture of empowerment by ensuring compliance with policies, procedures (P&Ps;), and the code of ethics.
- Conduct monthly Services Walks to validate proper execution of policies and procedures.
- Take immediate action when a sick or injured pet is identified in the store; transport to the vet as needed.
- Share responsibility for store opening and closing procedures to uphold our brand promise.

Business Management Responsibilities

- Drive and identify opportunities to grow the business 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.
- Work directly with services associates on productivity and scheduling to grow the business and achieve company goals.

Qualifications

- 3–5 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 organizational skills and attention to detail.

Supervisory Responsibility

Typically oversees one to six lead associates and ten to seventy non‑lead associates, carrying out supervisory responsibilities in accordance with PetSmart’s policies and procedures.

Essential Physical Demands And Work Environment

- Stand, walk, climb a ladder, and use hands to handle, feel, hold, write,



etc.; frequently reach with hands and arms, stoop, kneel, crouch, talk, and hear; specific vision abilities include depth perception.
- Frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds.
- Exposure to moving mechanical parts, a wet environment with an abundance of pet hair, moderate noise levels, and, at times, high noise levels; exposure to live animals and their handling is common.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

- 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 opportunities
- Part‑time employees in Saskatchewan only may be eligible for medical and other benefits after completing six months of continuous service and working an average of at least 15 hours per week.

Equal Chance Statement

PetSmart is an Equal Opportunity Employer. PetSmart provides an equal opportunity for all associates and job applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.

Additional Information

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. Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. This position is paid on a per hour basis. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for benefits as described at

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📌 Assistant Store Manager - Customer Experience (Fort McMurray)
🏢 PetSmart
📍 Fort McMurray