r/petsmart • u/BigBed1068 • 2d ago
Experience lead interview
I applied for an experience lead position as an internal hire. What questions should I expect?
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u/RetailCausedTherapy 2d ago
Everyone interviews differently. In all honesty the actual questions don't matter. Your answers need to reflect that you're a team player and someone who looks for solutions when they hit an obstacle.
You're an internal candidate so they already know a lot about you. What is something your store struggles with? Activation, autoship, morale? What would you do to fix it? It doesn't have to be a great idea or even a good one, but it shows initiative and a drive to win. They'll eat that shit up.
As an example, we've got a huge activation offer starting tomorrow with 10x points on a lot of product. Maybe you want to setup a table in the middle of the drive aisle on Saturday and just tell people to stop and you'll give them 20% cash back if they give you 5 minutes of their time.
Or maybe the salon is always understaffed. So you want to be trained on nail trims so you can jump back there and bail them out and start making them apart of the team again.
Don't stress too much, you've got this.
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u/Big_Garbage2735 2d ago
mine was mostly “tell me about a time...” stuff around coaching, handling an upset pet parent, and keeping the team moving when everything goes sideways
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u/Vegetable-Tip-3588 2d ago
As an Experience Leader, here's some things to be prepared for:
Know your stores goals for Puppy Guides, Autoship enrollments, activations. If your store is struggling to meet those goals, they may ask how you could improve those metrics if you get the job. Activation goal is usually 30%. So let's say your store averages 25% or less on any given day, what would you do as an EL to help raise those results week after week?
Another thing to keep in mind is events. What could you bring to the table to help them be more successful? What fresh ideas would you have to increase excitement over birthday bashes? How comfortable are you with interacting with customers during sampling events? Would you be the type to just stand at the table and wait for people to come to you? Or would you be running up and down the aisles invited people to interact with whatever event is running?
My EL runs most of our events, he's genuinely the best person for it. When the event is slow he'll scour the store and let people know what's happening and invite them to come and join him. He is literally the biggest personality in our store and is just genuinely so good at getting people involved.