The posting
About the Team
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.
About the Location
Collaborative Work Environment: At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.
About the Job
The Manager, Community and Store Experience is responsible for integrating Customer Experience across the business and enabling successful execution of in-store events, adoption programs, and community initiatives. This role oversees and owns the in-store Voice of the Customer program and customer experience vendor partnerships, applies customer and associate insights to improve experiences, and partners across Operations, Charities, Marketing, Loyalty, the Field, and other cross-functional teams. The position identifies operational obstacles, reduces store friction, and enables programs that improve customer experience, conversion, attachment, loyalty, and long-term sales growth.
Essential Duties & Responsibilities
- Champions the integration of Customer Experience into cross-functional initiatives, ensuring the customer and associate experience is considered in program design and store execution.
- Oversee the CX program vendor relationships, platform, and in-store Voice of the Customer program, including program enhancements, stakeholder alignment, and ongoing business support.
- Own the customer service model and in-store loyalty focus, translating customer experience strategies into clear, practical, and executable store behaviors and processes.
- Direct in-store events and community initiatives, including national, local, sampling, adoption, and donation programs, with an emphasis on consistent execution and driving sales.
- Drive alignment between Operations and Strategy through the commercial calendar for customer experience, event, adoption, and community activities.
- Partner with PetSmart Charities and other cross-functional teams to align adoption and community strategies with operational execution and store readiness.
- Identify operational obstacles and sources of store noise across customer experience, adoption, and event programs and develop recommendations and drive solutions that simplify execution and support future enhancements.
- Foster partnerships between Field and Store Operations to gather feedback, validate execution requirements, and ensure programs are designed in the best interest of stores, customers, associates, and brand.
- Oversee the collection and analysis of customer, associate, event, and adoption data, including field outlier follow-up, to identify opportunities and improve program performance and business results.
- Support additional store experience, community, event, and customer experience programs and activities as assigned.
Supervisory Responsibilities
- Develops and oversees a team responsible for customer and associate experience, in-store events, adoption programs, and community initiatives, including prioritization of work, quality of deliverables, and cross-functional partnership.
- Responsible for coaching, prioritization, organizational capability development, succession planning, and performance management across supported teams.
Education & Experience
- Bachelor's degree from a four-year college or university in business administration, retail management, customer experience, marketing, community relations, or a related field is preferred.
- 5-7 years of retail operations, customer experience, event management, community programs, program management, or related experience is required.
- Previous leadership experience preferred.
- Equivalent combination of education and experience is required.
Knowledge, Skills & Abilities
- Strong knowledge of retail store operations and the ability to evaluate initiatives through a customer, associate, and store execution lens.
- Knowledge of customer experience and Voice of the Customer programs, including the ability to translate insights into practical business and operational improvements.
- Effective written and verbal communication skills, with the ability to articulate customer experience, event, and community program requirements to field and corporate audiences.
- Strong cross-functional partnership and influencing skills, including the ability to align Operations, Field, Charities, Marketing, Loyalty, and other stakeholders with competing priorities.
- Ability to prioritize multiple programs, events, and projects in a high-velocity environment while maintaining attention to detail.
- Ability to identify operational risks, develop contingency plans, and recommend solutions that simplify store execution and improve customer experience.
- Analytical skills with the ability to interpret customer, associate, event, adoption, and field data, identify outliers, and translate insights into action.
- High ethical standards and the ability to handle sensitive information with confidentiality.
- Proficient in Microsoft Office, including Excel, PowerPoint, Word, and Outlook.
Scope & Boundaries
Key Decisions This Leader Owns
- Prioritization and sequencing of customer experience, event, adoption, and community operations work.
- Operational readiness requirements, execution recommendations, and escalation of store-level risks for assigned programs and initiatives.
- Teamwork allocation, performance expectations, and development priorities.
- Recommendations to simplify execution, reduce operational noise, and improve field adoption and performance of customer experience and community programs.
Out of Scope
- Ownership of enterprise marketing, loyalty, PetSmart Charities, or merchandising strategy, financial plans, or campaign decisions.
- Final approval of enterprise policies, legal requirements, labor budgets, technology roadmaps, or charitable funding decisions.
- Direct ownership of day-to-day field execution, this role enables, supports, and evaluates execution in partnership with Field Operations and Strategy partners.
Primary Cross-Functional Partners
- Store Operations and Field Leadership
- PetSmart Charities and Community Partners
- Customer Experience, Loyalty, Marketing, and Communications
- Merchandising, Services, Digital, and Store Strategy
- Learning, Technology, Finance, Business Insights, and Human Resources
- Legal, Risk, and Loss Prevention, as needed
TRAVEL REQUIREMENTS
10-15% travel to stores, field meetings, and company events may be required based on business needs.
PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands and work environment are characteristic of those found in a typical office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Additional Job Considerations
- This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients.
- Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results.
- On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.
* This is not intended to be an all-inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.
About the Culture
Our associates are the heart of Team PetSmart. Together, we’re building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams and challenge each other to be the best they can be.
Our home office offers outstanding amenities in a fun and rewarding workplace including:
- Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
- On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
- “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
- “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
- “Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education
- Paid Volunteer Opportunities to spend time doing good for causes close to heart
- Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more
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.
