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.

Hybrid Position:

This position may be considered Hybrid based on PetSmart’s FlexSmart policy and business needs. A Hybrid work arrangement is considered to be a blend of onsite and remote work activity. Associates with a Hybrid work arrangement have a work space at Phoenix Home Office and can be required to come onsite between 1-5 days a week as determined by leadership and based on business needs.

Loyalty Design Manager

Overview:

We are seeking a dynamic and innovative Loyalty Design Manager to join our Loyalty team. This role is pivotal in shaping and evolving our loyalty program, making a direct impact on customer satisfaction and business growth. As a problem solver and change agent, you will lead initiatives that enhance the member experience, collaborating across the organization to test and implement new loyalty benefits. You will orchestrate key loyalty programs, including milestone recognitions (member gifts, birthdays and anniversaries) and loyalty partnerships. This is a leadership role within an expanding team, focused on one of PetSmart’s largest growth initiatives. The role reports to the Senior Manager of Loyalty Design.

Key Responsibilities:

• Strategic Leadership: Lead the identification, design, and testing of loyalty benefits, ensuring alignment with company goals and customer needs. Collaborate with senior leadership to support strategic decision-making.
• Innovative Program Development: Explore and develop new loyalty partnerships, tiered benefits and strategies to drive retention and differentiate the Treats Rewards program in the market.
• Culture of Innovation: Foster a culture of continuous testing, analysis and learning within the team, discovering innovative ways to grow revenue and scale loyalty marketing efforts.
• Performance Analysis: Analyze the performance of loyalty initiatives, presenting clear business cases and results to guide executive decisions and program enhancements.
• Vendor Management: Manage relationships with key vendors, ensuring they support the implementation of new loyalty program benefits, features and partnerships.

Qualifications:

• Bachelor’s degree or equivalent experience required.
• 5+ years of experience in consulting, marketing, or CPG/retail, with a proven track record of leading loyalty or customer experience initiatives.
• Demonstrated ability to think critically and solve complex problems using strong analytical and abstract reasoning skills.
• Ability to think creatively and find innovative solutions to complex challenges.
• Data-focused with the ability to make swift decisions, facilitate rapid iteration and continually enhance the member experience.
• Demonstrated ability to lead cross-functional teams, manage complex projects and operate effectively in both tactical and strategic roles.
• Exceptional communicator with the ability to articulate concepts clearly, whether through written, verbal, or visual presentations, tailored to the audience.
• Results-oriented with a bias for action and a commitment to excellence. Operates with a sense of urgency, accountability, and a relentless pursuit of success.

At PetSmart, we work hard to create a culture where every associate feels like they truly belong 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 #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/
• Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
• Explore PetSmart Benefits here: https://benefits.petsmart.com/
• If you don't already live in the Phoenix area here's a guide to the area:  Welcome to Phoenix Guide

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.