Guest Experience Leader

Petco - 3200 Monroe Ave (0943), ROCHESTER

Our vision at Petco is Healthier Pets. Happier People. Better World. We’re making things better for pets, people and the planet through our Think Adoption First philosophy, the Petco Foundation and other important initiatives that focus on putting animals first, educating pet parents and reducing our carbon footprint. The journey starts with knowledgeable, passionately engaged associates who are proud to recommend Petco as a place to work, who believe in our Vision and who are committed to delivering a superior customer experience.

From our retail stores and our network of Distribution Centers to our Corporate offices, you'll work with others who share your values and commitment. We seek individuals who are passionate about animal welfare, have great people skills and are driven to grow and advance in their careers with us. Our ongoing growth is creating exceptional opportunities for professional development and personal enrichment throughout our organization.

Purpose Statement

The Guest Experience Leader is responsible for the Petco guest experience journey and promoting a culture that consistently delivers the Petco guest brand experience. Through the lens our Petco Values, the Guest Experience Leader will be the catalyst, champion, and role model for all relationship building touch points with our guests. The Guest Experience Leader will mentor all store partners in the delivery of GUEST engagements to support and drive guest experiences that result in creating Petco Promoters.

Additionally, this role will assist the Store Leader in managing all aspects of their store’s business in accordance to Petco operational standards.

Key Accountabilities

1. The incumbent will have primary responsibility to successfully implement a guest centric culture in their store by leading the following areas of Petco:

2. Outstanding Guest Experience each and every time a Guest interacts with Petco

3. Use Petco Promoter and Grooming Promoter to measure GUEST feedback. Celebrate and Coach!

4. Train all store partners how to promote and support our Pet Services guest experience through GUEST model engagement.

5. Manage and coach Pet Services partners in delivering a consistent services guest experience aligned with our Petco Brand Standards and Guest Promise. Ensure our salon check in and check out will be performed for every pet we service.

6. Lead store execution, training, communication and maintenance of company Pet Services initiatives, programs, policies, procedures, safety practices, and promotions.

7. Responsible for driving the implementation and flawless execution of guest-centric programs to include, but not limited to, Showtime, Demo Program, Welcome to the Family, Meet the Critters, Welcome to Petco and Adoptions.

8. Collaborates with store Partners to ensure exceptional guest experience for all Omni-channel initiatives to include, but not limited to, Instacart, Extended Aisle, and Repeat Delivery.

9. Initiate community outreach and seek opportunities to Build and develop relationships with pet friendly businesses in order to promote Petco as a trusted source for pet lovers.

10. Leverage existing programs and resources to promote Pet Services in store and community.

11. Partner with local marketing team to identify unique and creative ways to increase market share and community footprint.

12. Business Acumen: Sales and Margin

13. Using sales, payroll, margin, pet services p&l, Adoption, and e-commerce reports monitor the performance of each business and develop plans to correct any area missing their target.

14. Work closely with the Grooming Salon Leader to execute all daily and weekly salon business practices to ensure proper scheduling, client development for Stylists, Stylist productivity, and sales tracking

15. Work strategically with the Store Leader, and other leaders in the store, direct reports, and all store partners, to support Pet Services business plans, objectives and goals for sales, productivity and margin dollars.

16. In partnership with the Store Leader, Grooming Salon Leader and Dog Trainer conduct monthly business review of Grooming and Dog Training sales, margin and productivity. Develop action plans to address performance gaps.

17. Train and coach proper safety procedures to all Salon Partners on a daily basis to provide the best pet and Partner experience while minimizing cost associated with injuries.

18. Talent Management: Hiring, Training, Scheduling, Coaching and Succession Planning

19. In partnership with leaders in the store, recruit, hire and develop a team focused on building long term relationships with Pet Parents.

20. Develop strategic action plans to continuously analyze staffing levels and maintain productive partners that grow the business and incorporate career succession planning to reduce turnover.

21. Responsible for measuring the performance effectiveness of direct reports and provide clear, direct feedback and coaching. Conduct annual performance evaluations for direct reports.

22. Coordinate with the Store Leader to ensure proper scheduling is being maintained to support and execute relationship driven initiatives and deliver a consistent guest experience

23. Supervise the daily activities of the Grooming Salon, Dog Training, Wellness Clinic, Guest Advisors, and all store partners (while performing LOD responsibilities), including Adoption Captain Responsibilities.

24. Adoption: Think Adoption First, Adoption Agency Partnerships, Adoption Center, In-Store Events, Adoption Captain

25. Directly supervise Adoption Captain Responsibilities.

26. Oversee the Think Adoption First program and integrate with all store partners.

27. Collaborate with adoption agency partners to grow in store adoption rates.

28. Ensure in-store events and marketing are executed in accordance with Think Adoption First policies and procedures.

29. Build and develop relationships with Adoption Agencies and groups to promote our Think Adoption First philosophy.

Other GUEST Experiences

1. Ensure each step of the Welcome to the Family process is used as intended to build a life of pet relationship with all new pet parents.

2. Working with the Store Leader, select, prepare, schedule and communicate results regarding the Demo Specialist to deliver outstanding information and value to pet parents during Petco Demo’s.

3. Ensure Showtime is executed per intention every day. All Partners must know their role during Showtime to delight guests and drive sales.

4. Be the store champion of the extended aisle technology and guest engagement. Coach all Partners on how to successfully engage with a guest and search for their needs. Satisfy the guest with a product delivery approach they prefer including repeat delivery and/or Petco Now.

5. Perform duties and assume responsibility as the Leader on Duty (LOD) as needed.

6. Perform all special or other projects as assigned.

LOD Key Accountabilities

1. Provide prompt and courteous service to all guests by determining their needs, sharing product knowledge and suggesting the appropriate merchandise to satisfy their needs.

2. Conduct and oversee hourly walks to ensure the health and safety of all animals in the store.

3. Ensure OSE standards are maintained throughout the store.

4. Ensure that the store is opened and / or closed in accordance with established Policies and Procedures.

5. Adhere to and promote established safety procedures.

6. Ensure veterinary care/consultation is provided to all ill or injured animals in a timely manner (within 24 hours of being identified as ill or injured unless it is an emergency which requires immediate care).

7. Verify animal related maintenance tasks are being completed as outlined on the Maintenance Task List.

8. For CA managers only, complete the CA Daily Inspection Report.

9. Facilitate all Regulatory visits in accordance with Policies and Procedures.

Supervisory Responsibility:

Directly supervise all Grooming Salon partners. Provide guidance and training to salon staff. Test potential applicants for grooming procedures and evaluate skills on other job related tasks. Complete performance evaluations for all salon partners.

Work Environment

The majority of job duties are conducted indoors, although merchandise stocking and customer carry-outs will require that an associate leave the store briefly. Because this position requires bending, kneeling, lifting (up to 50 pounds, as necessary) and standing for long periods of time. The large majority of this associate’s time will be spent in direct contact with our customers.

Education and Experience

A high school diploma or G.E.D. is required, college degree preferred. Previous experience in guest service roles as a store partner preferred. Experience supervising partners, or demonstrating an aptitude for training, motivation and sales techniques, analytical abilities as well as a professional appearance and demeanor.

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Posted: 30+ days ago

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