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. 

Sr. Specialist, Loyalty Design

We are seeking a Sr. Specialist of Loyalty Design 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 drive initiatives that enhance the member experience, collaborating across the organization to test and implement new loyalty benefits. You will lead key loyalty programs, including milestone recognitions, giveaways and loyalty partnerships. In this role, you will work across the business to design loyalty tests, evaluate opportunities and enhance the member experience. You will be a key team member for one of the largest growth initiatives for PetSmart. This role reports into the Sr. Manager, Loyalty Design.

What You’ll Do:

• Member Experience Enhancements: Take a holistic view of the customer journey. Identify and advocate for opportunities to reduce friction and improve the customer experience.
• Innovative Program Development: Explore, test and develop new strategies that drive retention and differentiate the Treats Rewards program in the market. Collaborate with cross-functional partners in Store Operations, Analytics, Marketing and CRM to design and carry out loyalty tests for prioritized initiatives.
• 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.

What You Need:

• 3+ years of experience in consulting, marketing or CPG/retail
• Detailed planner with strong organizational capabilities
• Results-driven with bias for action and commitment to excellence
• Strong intellectual horsepower with superior abstract reasoning and analytical skills and ability to think creatively and find innovative solutions to complex challenges
• Comfort with ambiguity and building new experiences
• Data-focused with the ability to make swift decisions, drive rapid iteration and continually enhance the member experience
• Demonstrated ability to lead cross-functional teams 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
• Bachelor’s degree or equivalent experience required

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.