Retail Store Manager

Overview

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Pet Smart does Anything for Pets and Everything for You — JOIN OUR TEAM!

Pet Smart’s Store Leader has leadership oversight of the safety of people and pets, the pet parent experience, operational execution, financial outcomes, and all human resource functions within all areas of the store. This role provides exemplary leadership for the store 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, 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 in the store by engaging and listening to associates. Leverages the Voice of Associate tool to listen to and respond to associate feedback.
• Accountable for creating and posting the store schedule after input from Experience and Process Leader.
• Facilitates the associate experience and supports associate development, including 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 ownership of results.
• Cascades information to associates and adjusts team priorities to meet goals and commitments.
• Ensures alignment and response to changing environments; addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates driving overall engagement.
• Accountable for ensuring all associate reviews are delivered on time.

• 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 responds to general and escalated pet parent concerns.
• Builds a store environment focused on delivering an exceptional in-store pet parent and associate experience.
• Evaluates operations and seeks opportunities to continuously improve processes and services.
• Collaborates with the Store Leadership team to ensure efficient outcomes of in-store and community events, including partnerships with local adoption groups.
• Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and procedures and code of ethics.
• Conducts monthly Core and Services Walks to validate proper execution of policies and procedures.
• Prioritizes a safe environment for associates, pets, and pet parents.
• Ensures compliance with inventory management tools to maintain appropriate in-stock levels.
• Communicates business and financial objectives to leaders and associates; develops improvement plans as needed.
• Reviews in-store cameras to assess safety practices and behaviors; coaches and holds leaders accountable as appropriate.
• Responds to sick or injured pets and coordinates necessary actions, including transport to the vet when required.
• Shares responsibility for opening and closing procedures to uphold brand promise.

• Delivers corporate strategy and profitability goals by executing direction set by leadership.
• Analyzes reporting to identify root causes and creates improvement plans; communicates results to leaders and associates.
• Identifies opportunities to grow the business and holds associates accountable for achieving store P&L targets.
• Manages expenses such as labor and supplies; leverages home office partners for store-related work orders and allocations.
• Creates and posts store-wide schedules and processes payroll within budget.
• Executes daily, weekly, and monthly reporting and required paperwork; runs store-related errands to support store needs.

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