Assistant Store Manager – Customer Experience
Job Summary
PetSmart’s Experience Leader (ELR) is responsible for providing exceptional leadership and service to our pet parents while upholding the company’s vision, mission, values, and strategy. This role drives the pet parent experience through culture and strategies, achieving targeted results. It has shared responsibility for the safety of people and pets, efficient execution of daily tasks, and financial outcomes.

People Leadership

Participates in employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.

Facilitates the associate experience and supports associate development, including reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth.

Addresses and administers associate complaints and grievances.

Prioritizes, delegates, and validates daily tasks for associates to meet business and pet parent needs.

Leads and coaches 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.

Delegates and validates completion of daily tasks including engagement videos.

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 responds to general and escalated pet parent 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 policies and procedures (P&Ps;) and the 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 or injured pet is identified in the store; transports to the vet as needed.

Shares responsibility with store opening and closing procedures to uphold our brand promise.

Business Management

Drives and identifies opportunities to grow the business and holds 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.

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.

Robust organizational skills and attention to detail.





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

Essential Physical Demands and Work Environment

Expected to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Frequently required to reach with hands and arms: stoop, kneel, crouch; able to talk and hear. Specific vision abilities required include depth perception.

Must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Occasionally exposed to moving mechanical parts, a wet environment with an abundance of pet hair. The noise level is moderate; may be exposed to high levels of noise at times. Exposure to live animals and their handling is common.

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 Opportunity Employer Statement
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.

#J-18808-Ljbffr

📌 Assistant Store Manager - Customer Experience (Ontario)
🏢 PetSmart Store Support Group
📍 Ontario