Job Description

There are a lot of activities that happen in our stores so we have a strong cross-functional team focused on doing Anything for Pets by supporting the store teams through effective communications, processes and initiatives. The Store Strategy & Operations department leads the way to support all store activities and define business-driving strategies. The Workforce, Insights & Planning team owns labor optimization and reporting needs. The Operations & Innovation team owns merchandise execution, process improvement, compliance, store technology and innovation. And the Strategy team leads all the business-driving efforts for Salon, PetsHotel, Pet Training and In-store customer experience. These teams work diligently to ensure our associates, pets and pet parents are supported, while operating efficiently to drive the business.

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.

SUMMARY

This position is responsible for developing and delivering the in-store experience and customer service strategy for PetSmart stores. It combines strategic thinking, creativity and effective collaboration with stakeholders – both internal throughout the organization and external partners – to achieve positive outcomes. This position will be responsible to create an exceptional customer experience, develop and implement programs that strengthen traffic and maximize the sales basket, build brand awareness, foster loyalty among our customers and strengthen relationships with vendors, community and adoption partners. To be successful requires effective leadership and management skills, a breadth of retail knowledge as well as a focus on customer satisfaction, program execution and continuous improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to the following:

• Strategic Planning: Define a clear vision and roadmap to deliver exceptional customer experiences across all departments, continuously assessing and refining the strategy to meet changing customer needs and market dynamics

• In-Store Experience Customer Service Program: develop, maintain, analyze and optimize a customer service model that reflects PetSmart's brand and values, establish standards and best practices that are easy for stores to implement, and provide guidance and training to associates with the goal of maximizing value to PetSmart. You will also monitor customer interactions, collaborate with field, store, services and call center leadership for consistent communication, and implement strategies to improve the overall in-store experience for customers.

• Voice of the Customer (VoC) Program: Responsible for designing and implementing customer feedback mechanisms, analyzing the collected feedback to identify areas for improvement, sharing opportunities and collaborating with cross-functional teams to enhance the customer experience. Additionally, you will develop and implement customer service training programs, monitor key performance indicators, and implement strategies to foster a customer-centric culture within the organization.
• Adoption Program: Lead a team in developing and implementing adoption strategies, collaborating with animal welfare organizations to facilitate successful adoptions, ensuring compliance with policies and legal requirements, analyzing adoption data for improvement, implementing programs to increase annual pet adoptions and providing support to the field.
• Grow PetSmart Community: Collaborate with cross-functional partners to establish PetSmart and its 1600+ store locations as a favorite destination in local communities
• Champion a customer-centric culture: Instill a customer-first mindset throughout the organization, ensuring that all associates understand the importance of delivering outstanding service during every pet parent interaction

• Improve customer journey and touchpoints: Identify pain points and areas for improvement in the customer journey – from initial contact through check-out
• Train and develop store teams: Partner closely with Learning and Development to provide ongoing training and coaching to customer service teams, ensuring they have the necessary skills and knowledge to deliver exceptional service. Foster a culture of continuous improvement and excellence in customer interactions.

• Results Measurement: Measuring the effectiveness and impact of efforts is essential. This involves setting key performance indicators (KPIs) and implementing mechanisms to track and evaluate the results. Based on the data collected, adjustments to be made to optimize future strategies.
• Feedback Loop: Stay heavily connected with field leadership to drive continuous improvement and gain competitive insights. Be open to and appropriately action on feedback from various sources – individual stores, District Leaders, Regional Leaders and Senior team, knowing when to respond with immediate action vs. future consideration.

SUPERVISORY RESPONSIBILITIES

Responsible for supervising a team of associates

EDUCATION/EXPERIENCE/BACKGROUND

• Bachelor's degree from a four-year college or university or equivalent, along with 10+ years’ experience of progressively more responsibility driving business results required
• Experience in fast-paced retail environment with at least 5 years of team management strongly preferred
• Must be able to analyze data, set strategy, problem solve, lead others, and collaborate with broad group of partners

• Ability to operate effectively in both tactical and strategic capacities - can comfortably adjust your altitude and roll-up your sleeves as needed
• Very comfortable getting to root cause / ‘why,’ turning insights into action and putting the customer at the center of our strategies

BUDGET RESPONSIBILITY

• Operating general and administrative expenses, including vendor management

TRAVEL

5-10%

PHYSICAL DEMANDS and WORK ENVIRONMENT

The physical demands and work environment are characteristic of those found in a typical business office environment.  Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

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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