Retail Store Manager

Overview

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Retail Store Manager

About Life At Pet Smart

At Pet Smart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love, and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for pets 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

Pet Smart’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 the store. This role provides exemplary leadership by driving the company culture and strategies, achieving targeted results, championing exceptional pet parent service, and ensuring efficient execution of the store’s daily business while upholding the company’s vision, mission, values, and strategy.

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

• Responsible for employment decisions such as recruiting, interviewing, hiring, coaching, and terminating.
• Builds an open-door culture by engaging with associates and responding to feedback.
• Accountable for creating and posting the store schedule.
• Facilitates associate experience and development including reviews, recognition, training, onboarding, mentoring, and succession planning.
• Delegates and empowers others to succeed; encourages ownership for results.
• Cascades information and adjusts priorities to meet goals.
• Maintains alignment with changes in environment; addresses associate complaints and grievances.
• Recognizes associates driving engagement and ensures on-time reviews.

• Leads the associate and pet parent experience; ensures pets in care are safe and healthy.
• Responsible for pet parent experience and outcomes via phone, in person, or online; addresses escalated concerns.
• Creates a store environment focused on exceptional in-store experiences.
• Evaluates operations and seeks process improvements.
• Partners with Store Leadership and local adoption groups for events.
• Maintains store standards and ensures compliance with policies, procedures, and ethics.
• Conducts monthly Core and Services Walks to validate execution of policies.
• Maintains a safe environment for associates, pets, and pet parents.
• Manages inventory control to ensure appropriate in-stock levels.
• Communicates business and financial objectives to leaders and associates.
• Monitors in-store cameras to assess safety and coaching needs; follows up with accountability.
• Coordinates action for sick or injured pets and transport as needed.
• Participates in opening and closing procedures to uphold brand promise.

• Delivers corporate strategy and profitability goals through leadership execution.
• Analyzes and responds to store reporting; creates improvement plans where needed.
• Drives opportunities to grow the business; holds associates accountable for store P&L, sales, and shrink targets.
• Manages expenses such as labor and supplies; leverages home office resources for store-related work orders.
• Creates and posts store schedules and processes payroll within budget.
• Executes required reporting and paperwork; runs store errands as needed.

• 4-6 years of retail leadership or experience in a customer-focused environment.
• Full-time availability; flexibility to work evenings, weekends, and holidays.
• 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.

• Typically oversees Experience Leader and Process Leader, up to six lead associates and ten to seventy non-leader associates.