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 is in Phoenix, Arizona at PetSmart's corporate office and 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.

Director, Marketing – Services

JOB SUMMARY

The Director, Marketing – Services is responsible for developing and implementing marketing campaigns that create new customer acquisition and capitalize on sales growth opportunities for PetSmart’s suite of Services (Grooming, PetsHotel, Veterinary Services, Doggie Day Camp and Training).

This role will span brand strategy, marketing program development and campaign analysis, playing a key leadership role on our marketing team during a transformational time in our business. This position requires the ability to conceptualize, strategize, plan and implement proven marketing practices while also innovating new ideas.

The ideal candidate will have a strategic retail marketing background, including experience delivering successful initiatives for services or brands with a diverse product portfolio. It is essential that the successful candidate be able to quickly establish rapport and credibility with peers, associates and leadership across a variety of functions (e.g., Services business, media, eCommerce, creative, CRM and merchandising) and have experience navigating a large, complex organization. This is a player-coach role with a balanced mix of doing and serving the needs of your team to help them succeed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Envision, develop and align the organization around Services and PetSmart Veterinary Services business priorities, delivering marketing plans that result in new customer growth, increased customer retention and incremental sales.
• Develop and implement initiatives and campaigns to improve the customer experience (both in-store and online) while differentiating through the brand platform.
• Collaborate with Services, Vet, Marketing, Operations, and E-Commerce leaders to create integrated programs and offerings for pet parents.
• Leverage strong consumer insights to make data-driven and consumer-led decisions in support of business priorities.
• Ideate and develop unique, insight-led marketing programs that cement Services’ point-of-differentiation with new and existing customers.
• Understand and recommend opportunities with the greatest ROI that achieve business objectives.
• Manage marketing spend, including detailed recommendations, recaps, opportunities for the future and precise spending tracking.
• Create relevant stories for pet parents that deliver solutions for the unique needs of their pets where/when they are receptive to great content.
• Lead a team of professionals of differing experience levels that each require a different level of mentorship and guidance.
• Establish an open, inclusive, positive and results-oriented team culture of development and excellence based on curiosity and learning.
• Present regularly to senior leaders (VP, SVP, EVP) regarding initiative updates, plans and results. 

SUPERVISORY RESPONSIBILITIES

This role has 3 direct reports, but also provides leadership across the Marketing/Customer Experience department. The Director, Marketing – Services is expected to partner across the Enterprise, Customer Experience, Services, Digital and Merchandise teams to ensure alignment on key marketing messages, support plans and calendar planning.

SKILLS

• Ability to flow seamlessly from strategy to completion, promoting vision while also commanding a deep understanding of tactical day-to-day to ensure effective in-market programs on time, on budget and meeting our retail KPIs.
• Excellent communication skills – can give presentations to senior management, write a well-thought-out recommendation, communicates well with peers and subordinates.
• Ability to be assertive and operate with a sense of urgency, making data-based recommendations and influencing others with an expert point of view
• Possess a deep curiosity and passion for continually learning about the customer and uncovering new means to reach and engage him/her
• Possess an excellent analytic mindset, with the ability to assess pre- and post-behavior, draw strategic conclusions based on data and turn the data into insights with recommended action
• Possess proven executive presence with ability to understand appropriate level of detail and context for audiences of varying seniority
• Ability to develop and retain talent through coaching and mentoring

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.