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Hours Full-time
Location TBD
Middletown, Delaware

About this job


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 Pet Services Manager will be accountable for consistent achievement of the store’s services financial performance. The financial performance includes, but is not limited to the services budgeted sales goals, gross margin, reported budgeted expense rates and budgeted contribution. This role will be directly accountable for growing the store’s services market share through the development of community partnerships and execution of approved local marketing programs. Increase the store’s services penetration and cross utilization of services by petco customers.

Be the leader and primary resource in integrating an all store leadership and partner approach to delivering a consistent Pet Services Customer Experience including but not limited to Grooming, Dog Training, Wellness clinics, Adoptions and in store events and community outreach.

Oversee the execution of the Think Adoption First program at store level. Develop and maintain adoption partner relationships to increase adoption rates.

The incumbent will be responsible for building a services team, develop and oversee training plans for partner role success and leadership in developing services partners.

Key Accountabilities:



The incumbent must be able to consistently perform all of the following duties and responsibilities with or without a reasonable accommodation.

Core Job Description:



Financial Performance: Sales, Margin and Productivity

  • Accountable for store’s Pet Services financial performance, defined as Grooming, Dog Training, Wellness Clinic and Adoptions as measured by the Services P&L.
  • Work strategically with General Manager, Assistant Store Manager, Department Managers and direct reports as well as all store partners, to support Pet Services business plans, objectives and goals for sales, productivity and margin dollars.
  • In partnership with the General Manager, Grooming Salon Manager and Dog Trainer conduct monthly business review of Grooming and Dog Training sales, margin and productivity. Develop action plans to address performance gaps.
  • Manage services product, equipment and supply budget performance.
  • Grow and improve services through internal business efficiency initiatives with execution and follow through, manage timelines, specific objectives/goals, budgeting, training, staffing, succession and other related resources.


Customer Experience: Consistent Services Customer Experience and National Standards and Expectations

  • Train store management and partners on how to promote and support our Pet Services customer experience through GUEST+ model engagement. Manage and coach Pet Services partners in delivering a consistent services customer experience aligned with our national standards.
  • Lead store execution, training, communication and maintenance of company services initiatives, programs, policies, procedures and promotions.
  • Manage the integrity of our Services Policies and Procedures and training regarding operations safety, use of safety equipment to minimize customer and partner incidents and meet expense budget obligations.
  • Ensure National Pet Services Standards and Expectations are adhered to.


Talent Management: hiring, training, scheduling, coaching and succession planning

  • In partnership with GM/ASM recruit, hire and develop a Services team focused on building long term relationships with Pet Parents.
  • Ensure Grooming and Dog Training businesses are staffed, trained and a succession plan in place for business and partner growth.
  • Develop strategic action plans to continuously analyze staffing levels and maintain productive partners that grow the services business and incorporate career succession planning to reduce turnover.
  • Responsible for measuring the performance effectiveness of all services partners and provide clear, direct feedback and coaching. Conduct annual performance evaluations.
  • Coordinate with the General Manager and Assistant Store Manager to ensure proper services scheduling is being maintained.
  • Supervise the daily activities of the Grooming Salon Partners, Dog Training Partners, Wellness Clinic and Adoption Captain responsibilities.


Adoption: Think Adoption First, Adoption Agency partnerships, Adoption Center, In-Store Events, Adoption Captain

  • Oversee the Think Adoption First program and integrate with Pet Services.
  • Collaborate with adoption agency partners to grow in store adoption rates.
  • Ensure in-store events and marketing are executed in accordance with Think Adoption First policies and procedures.
  • Directly supervise Adoption Captain responsibilities.


Sales Development: Community Outreach

  • Initiate community outreach and seek opportunities to Build and develop relationships with pet friendly businesses in order to promote Petco Services as a trusted source for pet lovers.
  • Build and develop relationships with Adoption Agencies and groups to promote our Think Adoption First philosophy.
  • Leverage existing programs and resources to promote Pet Services in store and community.
  • Partner with your Local Marketing Manager to identify unique and creative ways to increase services market share and community footprint.


Other

  • Establish and maintain relationships with your Regional and National Pet Services support partners.
  • Perform duties and assume responsibility as Manager on Duty (MOD) as needed.
  • Perform all special or other projects as assigned.
  • Ensure animal standards are met and leading by example our animals come first philosophy.


Work Environment:


The majority of job duties are conducted indoors, although merchandise receiving, merchandise carry-outs, or stock balancing will require leaving the store briefly. Must be able to lift 50 lbs and pull 2000 lbs utilizing material handling equipment. Improper use of safety equipment and/or not following proper lifting techniques may pose of risk of injury to customers, pets, and store personnel.

Minimum Requirements:

Education:

A high school diploma or G.E.D. is required

Experience:

Previous experience in retail setting as a department manager or sales associate preferred. Experience supervising partners, or demonstrating an aptitude for training, motivation and sales technologies, analytical abilities as well as a professional appearance and demeanor. Must be licensed to operate a motor vehicle.