Loyalty & Member Experience Manager

«out the Team 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. About the Job We are seeking a Loyalty & Member Experience Manager. You will report into the Senior Manager of Loyalty and Member Experience. This exciting position will work in tandem with the Senior manager to lead the loyalty program, creating key customer and associate experience initiatives as well as program reporting. You will be a leader in an expanding team who will quickly become one of the largest growth initiatives for PetSmart. What You’ll Do: Engage cross functional partners to design and implement enhancements to the customer and associate experience with the Treats Loyalty program, particularly focused on customer care (new features, processes) and associate engagement (materials development, CRM support, contests, etc.). Partner with Loyalty Analytics to develop a view on program health and progress against strategic goals for a variety of audiences, including Senior Leadership & C-Suite. Work with internal teams to utilize the right reporting and data to manage the channels and report on opportunities and tests. Design a partnership strategy for the Treats program to bring value to our loyalty members and create program differentiation. Take a holistic view of the customer experience. Create a culture of constant testing, analysis, and learning to discover new and innovative ways to grow revenue, initiate program effectiveness and bring a great experience to members. What You Need: 3-5+ years of experience in consulting, marketing or CPG/retail with at least 2+ years of Loyalty program management or personalized marketing or a combination of both experinece and/or education. Intellectual horsepower. Superior abstract reasoning and analytical skills. Creative thinker who finds innovative solutions to obstacles. Data focused and fast decision maker. Relentless creater of rapid iteration, always considering the user experience. Comfortable with analysis and presentation in Microsoft Excel and PowerPoint. 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. Accountable to initiating the right outcome – even if it goes beyond their role and scope. 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. About the Culture 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