Assistant Store Manager - Customer Experience

Role overview

People leadership

• Participates in recruiting, interviewing, hiring, coaching, and termination decisions.
• Supports associate reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and growth.
• Addresses associate complaints and grievances; delegates and validates daily tasks and communicates company priorities.
• Coordinates staffing coverage and leads associates in safe and healthy pet-care processes.

Store experience

• Leads the pet parent experience in person, by telephone, and online, including general and escalated concerns.
• Oversees customer experience across salon, training, hotel, day camp, live pet sales, and adoptions; assists with reservations.
• Conducts monthly Services Walks, maintains store standards and policy compliance, and identifies opportunities to improve services.
• Executes store events and marketing and shares opening and closing responsibilities.
• Takes immediate action for sick or injured pets and arranges veterinary transport as needed.

Business management

• Drives sales and shrink results against store P&L expectations and manages labor, supplies, and other store metrics.
• Coordinates service associate productivity and scheduling and works with home office partners on work orders and purchase card allocation.

Qualifications

• Requires 3–5 years of retail leadership or customer-focused experience.
• Requires full-time availability and schedule flexibility for evenings, weekends, and holidays as needed.
• Requires computer application proficiency, strong written and verbal communication, composure under pressure, and organizational skills with attention to detail.

Supervisory and physical demands

• Typically oversees one to six lead associates and ten to seventy non-leader associates.
• Duties include standing, walking, climbing, handling animals, and lifting up to 50 pounds; occasional team lifting of more than 100 pounds is required.
• The work environment includes live animals, pet hair, wet conditions, moving mechanical parts, and occasionally high noise levels.

Benefits

• Offerings include health and wellness benefits, RRSP with company match, paid time off for full-time associates, associate discounts, tuition assistance, career development, and paid weekly payroll.

Compensation

• Pay is hourly; exact rate depends on relevant experience, training, skills, knowledge, and store location.