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.

Manager of Loyalty

We are seeking a passionate and detail-oriented Manager of Loyalty to lead program reporting, member analytics and platform operations. Reporting to the Senior Manager, Loyalty and Member Experience, this role will guide the end-to-end loyalty promotional process and loyalty program & offer level reporting and analytics. 

What You’ll Do:

• Manage the end-to-end process for offers, ensuring consistency and quality across all channels (in-store, online, and other member touchpoints).
• Identify and implement process optimizations to streamline loyalty operations and improve efficiency.
• Establish and maintain dashboards and reporting systems to track key loyalty metrics at a program level and at an individual offer level.
• Provide regular performance updates on promotions, delivering actionable insights and recommendations to stakeholders.
• Develop and execute loyalty promotional strategies aligned with business objectives.
• Align loyalty promotions with enterprise priorities, adjusting calendars and tactics to meet evolving business needs.
• Lead, coach, and develop two direct reports

Required Skills

• Proven desire to continually improve and enhance the member experience.
• Strategic and rational decision-making to support business and enterprise objectives.
• Flexibility to adapt to changing business needs while maintaining a professional and positive approach.
• Experience deriving insights from analytics and developing new reporting and analytics to evaluate business performance.
• Effective collaboration and relationship-building abilities with both internal and external stakeholders.
• Self-starter with the ability to work independently and maintain momentum on projects.
• Ability to deeply understand and improve processes to drive efficiency while maintaining high-quality output.
• Excellent time management and multitasking skills in a fast-paced environment.
• Exceptional attention to detail and a customer-centric mindset.
• Proficiency in advanced PC applications, including Excel, Word, and PowerPoint.

Manager Responsibilities:

• 2 direct reports

Education/Experience:

• Bachelor's in Business, Marketing, Data Analytics, or a related field
• 5–7 years of experience, with applicable backgrounds such as loyalty, business analytics, finance, or marketing, and a proven focus on data analysis, customer insights, and strategy.
• Leadership and cross-functional collaboration experience.

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