Customer Care Leader-The Groomery

Location: Manhattan, NY (670 Columbus - Upper West Side The Groomery)

Job Description


Job Summary

The purpose of this position is to provide leadership support to the Groomery Leader including driving company strategies, driving the business and achieving target results, becoming the trusted partner, and building a committed, high performing store team in our PetSmart Groomery.


Job responsibilities may include, but are not limited to, the following:

Primary Responsibilities:

  • Drives PetSmart’s vision, mission, values, and strategy within the store, holding associates accountable. 
  • Champions and teaches building trusted partner relationships with Pet Parents by genuinely engaging with them, building strong relationships based upon the love of pets, and sharing solutions relevant to their needs.
  • Partners with Groomery Leader to identify and drive opportunities to grow the business and hold associates accountable in achieving store P&L expectations such as sales targets.
  • Oversees the execution of Inventory Management, Planner and POG activities.
  • Ensures consistent compliance with all company policies and procedures, including compliance with CASE messaging and tasks, as well as the safety and security of company assets, Pet Parents, pets, and associates, which can be achieved through regular store walks, holds monthly Shrink and Safety meetings, and trains associates on company and government safety standards.
  • Engages and represents the company to outside organizations within the local community to generate business and promote the brand.

Secondary Responsibilities:

  • Ensures all salon associates, perform Hands on Pet (HOP) assessment on all pets to recommend services and build trust with the Pet Parents.
  • Takes immediate action when a sick or injured pet is found in the store (cost is not a consideration).
  • Fosters an environment where pet health and care is first and foremost.
  • Monitors the safety and well-being of every pet and associate in the store.
  • Performs other general store activities to include answering phones and scheduling grooming appointments, running cash registers, pricing and pricing audits, processing inventory, stocking shelves and storage areas, building merchandise displays, setting up advertising signs, general cleaning, dusting, and light repairs and maintenance of building, equipment, and fixtures.
  • May create and review weekly operating schedules to ensure appointment availability; may review scheduling of grooming appointments;, may conduct appointment reminder calls.
  • May perform personnel activities including, weekly payroll reports, hiring and on-boarding, training, developing, and coaching of associates, which may include weekly huddles, one-on-one meetings, and performance review discussions.
  • Follows all operating policies and procedures.
  • Creates a Positive Work Environment by assessing situations, coaching accordingly and rewarding & recognizing associates.
  • Ensures completion and retention of client records and receipts.
  • Ensures cleanliness and maintenance of self-wash bathing areas, and may perform cleaning duties; assists Pet Parents in self-service dog wash.
  • Fosters a culture of diversity and inclusion with associates creating an environment of engagement.
  • Leads a culture of empowerment through utilizing code of ethics, policies, and standard operating procedures.
  • Other duties as assigned.

Supervisory Responsibilities:

Typically supervises 1-2part-time salon assistants. Carries out supervisory responsibilities in accordance with the organizations policies and procedures. Includes:

  • Participating in interviewing and hiring of new associates
  • Participating in associate coaching and development
  • Plan, assign, and direct work of associates
  • Participating in the performance management process by, providing input on employee performance, as well as rewarding and coaching associates
  • Addressing associate and Pet Parent complaints and resolving problems

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 a copy of a job description for the actual position you are hired in to.

 PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disability, as well as any other characteristic protected by federal, provincial or local law.

 The employer will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.




The following knowledge, skills, abilities are necessary to be successful in this job:

  • Knowledge of customer service principles.
  • Knowledge of basic business math and retail finance principles and practices.
  • Knowledge of retail industry principles and practices, including opening, closing and day to day operations, merchandising, pricing, receiving and inventory control.
  • Knowledge of Microsoft Suite products, including spreadsheets.
  • Knowledge of basic human resource principles and practices to include performance management, coaching, development, interviewing, and discipline.
  • Knowledge of safety policies, laws and regulations.
  • Knowledge of merchandise receiving standards, policies and procedures.
  • Knowledge of store opening and closing procedures.
  • Knowledge of cash handling.
  • Knowledge of visual display principles.
  • Ability to effectively lead and provide direction to others.
  • Ability to collect and analyze information, evaluate and interpret data and reports, draw conclusions based on the data and make decisions based those conclusions.
  • Ability to provide effective guidance, instruction, mentorship, and planning, to store associates, while keeping a positive attitude.
  • Ability to build and maintain professional relationships with superiors, colleagues, subordinates and leaders outside the organization.
  • Ability to use registers, phones, computers, and scheduling software to assist Pet Parents and associates as well as manage store P&L and run reports.
  • Ability to read, visualize and follow planograms and build displays.
  • Ability to read, write, speak and understand English.

Education and Experience

Demonstrated competencies required for this job are most often acquired through the following practical experience and level of academic education and/or training as suggested below.

Education/Training: Minimum of High school diploma or GED

            Experience: Minimum of 3 years supervisory and/or retail experience.

Certifications and Licenses

Must possess or be able to acquire the following certification(s) and/or licenses:

  • None

Physical Demands and Work Environment

The physical demands and work environment described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to stand, walk, and use hands to handle, or feel. The associate frequently is required to reach with hands and arms, stoop, kneel, crouch, crawl, talk and/or hear. The associate is occasionally required to sit, climb or balance. The associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move in excess of 100 pounds. Specific vision abilities required by this job include depth perception.

While performing the duties of this job, the associate is often exposed to a wet environment with an abundance of pet hair, occasionally exposed to moving mechanical parts. 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.