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Manager, CRM Marketing
Company: PetSmart
Location: Phoenix, AZ
Employment Type: Full Time
Date Posted: 07/02/2022
Expire Date: 10/05/2022
Job Categories: Advertising/Marketing/Public Relations, Computers, Software, Finance/Economics, Healthcare, Other, Information Technology, Retail/Wholesale, Sales, Executive Management, Research & Development, Medical, Nonprofit and Volunteer Services
Job Description
Manager, CRM Marketing
About 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 his or her own point of view to create a unique experience for the pets and pet parents.

About the Job

We are undergoing an exciting evolution in our loyalty and personalization team and we are looking for top talent who are collaborative, have a sense of urgency, and are relentlessly unsatisfied with the status quo to be part of that journey with us.

We are seeking a Manager of Personalized Marketing to help lead this team. The Manager of Personalized Marketing, reporting to the Director of Personalized Marketing, will shape the company’s personalized marketing strategy and drive the company’s revenue growth. Your responsibilities will span management of multiple channels to hit key sales growth numbers and KPIs, creating the right test and learn strategies to maximize value, development and implementation of appropriate best methods and cross-functional leadership with other marketing teams, analytics, finance, merchants and more. You will be part of an expanding team who will quickly become one of the largest growth initiatives for PetSmart.

What You’ll Do:

  • Supports Senior Manager in building the right approach for the entire Customer Experience team and organization around Marketing operations and Customer Relationship Management in email marketing, as well as an opportunity to learn SMS, push notifications, receipt, and direct mail marketing
  • Lead the process changes necessary to continue the program’s evolution and bring Treats Loyalty program to life in more marketing communications
  • Independently lead test and learn approach for email channels to hit sales and margin goals
  • Balance and advise on effort and return with multiple stakeholders to maximize sales and margin lift
  • Utilize KPIs to inform business decisions and continually improve performance
  • Identify areas of efficiency and process change across the team and execute against them
  • Works hand in hand with Integrated Marketing team, other CRM managers, Database analyst team and other constituents to deploy strategies and innovate
  • Is held to clear financial goals and adjusts strategies as necessary to meet them
  • Flex across peer group to load balance work as needed
  • Clear sales and margin goals tied to channels must be met and reported on regularly

What You Need:


  • 5+ years digital marketing or merchandizing experience
  • Bachelor’s degree from a four-year college or university
  • Experience in CRM strategies, 1:1 techniques, email marketing and automation
  • Retail marketing / direct to customer experience
  • Excellent analytical abilities, rigorous attention to detail and bias for customer-centric planning
  • Deep collaboration and relationship-builder, both internally and externally, with outstanding verbal and written communication skills
  • Expertise in managing multiple and competing demands/projects and delivering against aggressive goals
  • Excellent Excel and PowerPoint skills
  • Knowledge of email marketing automation technologies and email deployment platforms
  • Self-starter and initiative-taker



About the Culture

Our home office offers outstanding amenities in a fun and rewarding workplace including:

  • Pet friendly environment, bring your pets to work!
  • A work-life balance and family events such as movie nights, art events and holiday festivals
  • “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
  • “Sit & Stay” Café serving fresh breakfast and lunch options
  • Starbucks cart—productivity at its finest!
  • “Lil’ Paws” learning center and onsite daycare facility
  • 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/
Contact Information
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