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Added 30 mins ago
Team Lead-Retail
Roots
Toronto, ON
At Roots, our Team Leads are brand ambassadors who set the tone on the sales floor every shift. Reporting to the Store Manager, you’ll lead by example, coach teammates in the moment, and…
Added 1 hour ago
Team Lead-Retail (Days, Evenings, Weekends)
Roots
Belleville, ON
At Roots, our Team Leads are brand ambassadors who set the tone on the sales floor every shift. Reporting to the Store Manager, you’ll lead by example, coach teammates in the moment, and…
Added 2 hours ago
LO
Licensed Optician London, ON-LensCrafters
Luxottica of America, Inc.
London, ON
- Full-time
LensCrafters is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology…
Added 4 hours ago
TL
Seasonal Brick Specialist- Polo Park Winnipeg
the LEGO Group
Central Saanich, BC · Retail Store Polo Park
- Part-time
Join the LEGO® Brand Retail team as a Seasonal “Brick Specialist” and provide inspirational guest experiences in an interactive and vibrant store environment. We are looking for energetic,…
Added 15 hours ago
WC
(CAN) Leader d'équipe, produits frais
Walmart Canada
Laval, QC
- Full-time
…assisting customers by promoting products/services, locating merchandise and making purchase decisions, resolving customer issues and referring concerns where…
Added 16 hours ago
W
(CAN) Leader d'équipe, produits frais
Walmart
Laval, QC
- Full-time
…assisting customers by promoting products/services, locating merchandise and making purchase decisions, resolving customer issues and referring concerns where…
Added 18 hours ago
PA
Department Leader (nights)
Princess Auto Ltd.
Grande Prairie, AB
- Full-time
As a Night Leader (Team Leader Trainee) at Princess Auto you will help create a fun, safe and unique shopping experience for our customers. We call it Royal Service. You will typically…
Added 1 day ago
TH
Directeur adjoint au service à la clientèle
The Home Depot Canada
Pointe-Claire, QC
- Full-time
Customer Experience Managers (CXM) are members of the store leadership and management team, overseeing execution of store standards across the entire store, including customer service,…
Added 1 day ago
RO
Assistant Manager, Retail In-store Sales & Service (12-month Contract)
Royal Ontario Museum
Toronto, ON
- $26 CAD / hour
- Part-time
Reporting to the Senior Assistant Manager, Retail In-store Sales & Service, you will serve as an on-floor leader, supporting retail sales associates, coordinating daily store activities,…
Added 1 day ago
TH
Directeur adjoint au service à la clientèle
The Home Depot
Pointe-Claire, QC
- Full-time
Customer Experience Managers (CXM) are members of the store leadership and management team, overseeing execution of store standards across the entire store, including customer service,…
Added 1 day ago
B&
Retail Brand Experience Key Holder-Les Galeries d'Anjou
Bath & Body Works
Montreal, QC
- $19.6 USD / hour
- Part-time
…Our store leaders are the front line of our field leadership team: they're retail and consumer-savvy, dedicated brand ambassadors, and thrive on the connections we make with our…
Added 1 day ago
GT
Store Supervisor (Full-Time)
Giant Tiger
North Glengarry, ON
- Full-time
We’re looking for friendly, motivated people who enjoy helping people and being part of a team - this posting represents a current opportunity at Giant Tiger.
Added 1 day ago
RO
Assistant Manager, Retail In-store Sales & Service (12-month Contract)
Royal Ontario Museum
Toronto, ON
- Part-time
Reporting to the Senior Assistant Manager, Retail In-store Sales & Service, you will serve as an on-floor leader, supporting retail sales associates, coordinating daily store activities,…
Added 1 day ago
SI
Retail Operations Supervisor
Staples Inc.
Powell River, BC
- Full-time
…continuous improvement ensures high performance and adherence to merchandise and brand…
Added 1 day ago
Sales Manager
Talent Acquisition/Human Resources, The Aaron's Family of Companies
Lloydminster, AB
We are Aaron’s - an industry leader in the sales and lease-to-own retail industry known for quality brand names and superior customer service. We provide our team members the opportunity to…
Added 1 day ago
LM
Area Director
La Maison Simons
Calgary, AB · The CORE
- Full-time
…member in managing daily store operations. If you’re a dynamic leader committed to delivering outstanding customer service, this is the perfect opportunity for you to thrive and make an…
Added 1 day ago
C
Cashier
Co-op
La Ronge, SK
- Full-time
Reporting to the Grocery Team Leader, responsibilities for the position include the following:
Added 1 day ago
AE
Offline- Sales Leader (Full-Time)
American Eagle Outfitters
Edmonton, AB
- Full-time
As the full-time Sales Leader, you support the Store Leadership Team by rocking out strong LOD (Leader on Duty) shifts and ensuring a stellar guest experience. You hold down the daily…
Added 1 day ago
Operations Supervisor
David's Bridal
Winnipeg, MB
As a member of the management team, you will assist in building and retaining a high performing team, create a consistent environment of world class customer service, and exceed sales plan.…
Added 1 day ago
AE
AE - Sales Leader (Full-Time)
American Eagle Outfitters
Newmarket, ON
- Full-time
As the full-time Sales Leader, you support the Store Leadership Team by rocking out strong LOD (Leader on Duty) shifts and ensuring a stellar guest experience. You hold down the daily…
Added 1 day ago
WC
(CAN) Leader d’équipe, marchandise générale
Walmart Canada
Mascouche, QC
- Full-time
Assists in providing direction and the co-ordination of task completion as per communicated priorities from the General Merchandise Coach and the Store Management Team. Delegate, assist and…
Added 1 day ago
C
Gas Bar and Convenience Store Manager
Co-op
Portage la Prairie, MB
- Full-time
This is an exciting opportunity for a customer-focused leader to drive operational excellence, support team development, and contribute to the continued success of Homestead Co-op's Energy…
Added 1 day ago
C
Gas Bar and Convenience Store Manager
Co-op
Carman, MB
- Full-time
This is an exciting opportunity for a customer-focused leader to drive operational excellence, support team development, and contribute to the continued success of Homestead Co-op's Energy…
Added 1 day ago
Licensed Optician London, ON-LensCrafters
EssilorLuxottica Group
London, ON
LensCrafters is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology…
Added 1 day ago
L
Licensed Optician London, ON-LensCrafters
LensCrafters
London, ON
- Full-time
LensCrafters is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology…

PetSmart

Retail Customer Service Lead

Sudbury, ON, Canada
Greater Sudbury, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 5, 2026
Experience: 2+ years of retail experience in a customer-focused environment.
Posting language: English
Posted: Aug 12, 2026

Original job description

PetSmart does Anything for Pets – JOIN OUR TEAM!

Retail Customer Service Lead (Key Holder)

About Life At PetSmart

Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams, and challenge each other to be the best they can be. This posting reflects an existing vacancy, and we are actively seeking candidates for this role.

Benefits That Benefit You

Take care of yourself and your family members - whether they be two-legged or four, have feathers, fur, or fins. Enjoy true rewards (plus lots of warm, fuzzy feelings)! Check out some of our AWEsome offerings:

Paid Weekly
Health & Wellness Benefits*
Group Registered Retirement Plan (RRSP) with company match
Paid Time off for full-time associates
Associate discounts
Tuition Assistance
Career pathing
Development opportunities

Job Summary

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role is expected to drive the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.

Essential Responsibilities

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

People Leadership:

Facilitates the associate experience and supports associate development. This includes but is not limited to training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action and promotions.
Validates completion of assigned operational messages and engagement video compliance.
Supports the various Services businesses as needed when the Experience Leader is not available
Delegate and validate completion of daily tasks.
Leads and directs associates when acting as the Leader on Duty
Address and administer associate complaints and grievances.
Recognizes and celebrates associates driving overall associate engagement.

Brand Integrity and Overall Store Experience:

Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responding to pet parent concerns.
Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
Responsible for live pet sales and pet adoptions.
Supports with monthly live cycle counts, addresses discrepancies.
Recommends, informs, and sells merchandise and services and promotes pet parent facing initiatives.
Prepares online orders for pick-up in store and ensures a smooth, positive, pick-up experience
Backup to operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies.
Maintains store standards and leads a culture of empowerment by ensuring compliance to our policies and procedures (P&Ps) and code of ethics.
Ensures a safe environment for our associates, pets, and pet parents.
Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed.
Maintains sales floor, pet training, adoption center, breakroom and restroom cleanliness standards.
Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise.
Assists and works in other departments as required. Other duties may be assigned.
Follows all company policies and procedures.

Qualifications

2+ years of retail experience in a customer-focused environment.
Leadership experience preferred.
Full-time availability required, flexibility in schedule, able to work evenings, weekends, and holidays as needed.
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.

Supervisory Responsibilities

No direct reports, however, are expected to guide and support the development of other associates.
Provides feedback on associate performance to direct supervisor.
Acts as the Leader when other Leaders are not in the store. This includes supervising associates, assigning tasks and addressing any concerns.

Essential Physical Demands And Work Environment

Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. The associate frequently is required to reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required by this job include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Specific vision abilities required by this job include depth perception.
While performing the duties of this job, the associate is occasionally exposed to moving mechanical parts, as well as a wet environment with an abundance of pet hair. The noise level is moderate in the work environment; however, associates may be exposed to high levels of noise at times. Exposure to live animals and their handling is common.

Do What You Love

Join us for a chance to make a meaningful impact every day. Whether it's helping a customer choose their first fish, celebrating a pet's birthday, or seeing the smile on a pet parent’s face after a fresh groom - you'll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.

We’re delighted you’re interested in joining our pack and helping us in our commitment to doing Anything for Pets, and the people who love them. We're excited to hear your story and learn more about you! Apply Now!

PetSmart is an Equal Opportunity Employer

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided with a copy of a job description for the actual position you are hired into. Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. This position is paid on a per hour basis. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for benefits as described at https://benefits.petsmart.com/ca/

Apply About employer

More about this job

Responsibilities

Lead the in-store customer experience by assisting pet parents, promoting products and services, supporting sales and store events, and resolving customer concerns. Guide associates through training, coaching, task delegation, and on-duty leadership while helping maintain store standards, safety, cleanliness, and operational compliance.

Requirements

Requires at least two years of retail experience in a customer-focused environment; leadership experience is preferred. Candidates must be available full-time with schedule flexibility, including evenings, weekends, and holidays, and have computer proficiency, strong communication and organizational skills, attention to detail, and the ability to remain composed under pressure.

Skills

Customer Service
Retail Operations
Leadership
Associate Training And Coaching
Performance Feedback
Task Delegation
Conflict Resolution
Sales
Merchandising
Point-Of-Sale Systems
Cash Handling
Inventory Cycle Counts
Event Coordination
Communication
Organization
Attention To Detail

Benefits

Paid Weekly
Health And Wellness Benefits
Group Registered Retirement Plan With Company Match
Paid Time Off
Associate Discounts
Tuition Assistance
Career Pathing
Development Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Retail
Customer Service
Pet Retail
Pet Parent Experience
People Leadership
Associate Development
Training
Onboarding
Mentoring
Coaching
Performance Reviews
Task Delegation
Leader On Duty
Customer Complaints
Sales
Loyalty Programs
Promotions
Merchandising
Store Events
Adoptions
Veterinary Partnerships
Shot Clinics
Live Pet Sales
Inventory Cycle Counts
Online Order Pickup
Point-Of-Sale Systems
Cash Handling
Store Opening And Closing
Safety Compliance
Store Cleanliness

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