Customer Engagement Leader

PetSmart

(Auburn, California)
Job Posting Details
About PetSmart
PetSmart, Inc. is the largest specialty pet retailer of services and solutions for the lifetime needs of pets. At PetSmart, we love pets, and we believe pets make us better people. Every day with every connection, PetSmart’s passionate associates help bring pet parents closer to their pets so they can live more fulfilled lives. This mission impacts everything we do for our customers, the way we support our associates, and how we give back to our communities.
Summary
The Customer Engagement Leader ensures the execution of an unrivaled customer experience based on PetSmart’s vision of CARE. The Customer Engagement Leader is accountable for: * Fostering a culture of CARE for Pet Parents and Associates * Customer Engagement * Executing Pet Care Standards * Executing Merch sales plan (i.e. AOS, promotional events)
Responsibilities
**Principle Accountabilities** May include, but not limited to, the following: * Leads and holds team accountable for leading PetSmart’s mission, core values, and vision and strategy every day. * Responsible for taking immediate action when a sick pet is found in the store (cost is not a consideration). Fosters an environment where pet health and care is first and foremost. * Supports utilizing current company strategies for associate coaching and communicate performance observations to Assistant Store Leader. * Accountable for creating a culture of engaged associates resulting in skills to build the basket, provide connected solutions while maintaining a balance of high service, and utilizing the reporting tools to achieve OSAT metrics. * Regularly runs registers, interacts with Pet Parents, and participates in other front end activities. * Accountable for live pet care maintenance and pet inventories. * Accountable for achieving Merch Sales Plan. * Leads a culture of empowerment through utilizing code of ethics, CARE, policies, and standard operating procedures. * Fosters a culture of diversity and inclusion with associates creating an environment of engagement * Assists and works in other departments as required. Other duties may be assigned. * Ensures safety and security of Pet Parents, pets, associates, and other visitors. **Leadership Responsibilities** * Typically leads 6-12 direct reports and oversees 5-75 non-supervisory associates within the store. * Carries out Leader responsibilities in accordance with PetSmart’s policies and procedures. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance, rewarding and coaching associates; addressing complaints and resolving problems.
Ideal Candidate
Education, Experience, Attributes, Success Factor * One to two years related experience preferred; or equivalent combination of education and experience. High school diploma or GED is required.

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