Job Description

The Customer Experience (Marketing) team works to showcase our brand through the lens of expertise and love. They work to provide a personalized experience for our consumers backed by best-in-class, data-driven marketing capabilities. The Customer Experience team focuses across 4 departments including, Marketing, Creative, Communications, and our Loyalty & CRM team. Everyone brings their own point of view to create a unique experience for the pets and pet parents.

Collaborative & Flexible Work Environment: We believe in fostering growth, teamwork and creativity in a dynamic workplace. This role is based at PetSmart’s Phoenix Home Office, where associates currently enjoy the benefits of in-person collaboration while having the flexibility to work remotely one day per week (a “flex workday” with leader approval), and an expected four days in the office. At PetSmart, you’ll be part of an engaging and supportive environment designed to help you and our teams thrive.

We are undergoing an exciting evolution in loyalty and personalization, and we are looking for the right driven, collaborative, relentlessly unsatisfied individuals to be part of that journey with us.

We are seeking a Sr. Manager of Loyalty Strategy.  You will report into the Sr. Director of Loyalty and Member Experience. This exciting position will lead loyalty program innovation and benefit design. You will shape the loyalty roadmap and deployment of new capabilities & enhancements with close partnership from cross-functional stakeholders across the enterprise.

What You’ll Do:

• Own the creation, organization and communication of the loyalty roadmap, which articulates the team priorities for development of new capabilities and program enhancements
• Communicate the team’s strategic priorities as well as completed, in-process & upcoming development initiatives and expected outcomes

• Build the business case for new ideas and initiatives. Conduct analyses and create presentations to convey the impact of in-market design tests and guide decision making
• Collect and synthesize customer research and data for proposed initiatives

• Partner with business teams, including CRM, Digital, Product, UX/UI, IT, Brand, to create designs that meet the business requirements and launch new experiences connected to the loyalty program and holistic member & associate experience.
• Drive the loyalty benefit test & learn agenda and end-to-end execution of tests, from concept to result share-outs & documentation of learnings. Build a culture of constant testing, analysis, and learning to discover new and innovative ways to drive business performance and deliver new / enhanced experiences to members
• Bring new loyalty initiatives from concept to launch, considering the cross functional implications and balancing the need to fit within existing organizational processes while at times finding new ways of working
• Take a holistic view of the customer experience. Identify and oversee improvements in the customer and member experience.

What You Need:

• 8+ years of experience in consulting, marketing, strategy or CPG/retail and 2+ years of team management
• Comfortable in managing through ambiguity and setting your own fast pace and direction to meet evolving business priorities.
• An experienced team leader who creates loyalty, trust, and following. Highly collaborative in a cross-functional environment
• Strong intellectual horsepower. Superior abstract reasoning and analytical skills. Creative thinker who finds innovative solutions to obstacles.
• Data focused and fast decision maker. Relentless driver of rapid iteration, always considering the user experience
• Ability to operate effectively in both tactical and strategic capacities - You can comfortably adjust your altitude and roll-up your sleeves as needed
• Effective communicator, both written, verbal and through presentations. Articulates concepts in a clear, structured, and succinct manner, adjusted for the audience.
• Extremely accountable and proactive; dedicated to creating the right artifacts & documentation to ensure stakeholder alignment. Focused on driving the right outcome
• Results-driven with bias for action and commitment to excellence. Acts with a sense of urgency.
• A believer in returned authority – both to themselves and to others
• Evidence of exceptional performance or accomplishment
• Truly caring about your people, your work and having a servant leader mentality

At PetSmart, we work hard to create a culture where and we celebrate the unique stories, backgrounds, and experiences our associates share.  These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.

Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet friendly environment, bring your pets to work!
• On-site Dog Park
• “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
• “Sit & Stay” Café serving fresh breakfast and lunch options
• On-site coffee bar
• “Lil’ Paws” learning center and onsite daycare facility (associate paid)
• Volunteer events with PetSmart Charities
• Learn more about #Life A tPetSmart here: 
• Check out Associate stories and share in some celebrations at PetSmart: 
• Explore PetSmart Benefits here: 
• If you don't already live in the Phoenix area here's a guide to the area:

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.

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