Sr. Director CRM and Loyalty
Phoenix, AZ (Unknown)
Posted 2 days ago
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Job Summary
Own CRM and loyalty strategy across email, SMS, push and other direct channels, guiding planning, execution and eventual modernization of CRM capabilities to drive engagement and lifetime value.
- Lead the Treats Rewards program strategy, member experience and long-term roadmap
- Oversee integrated CRM and loyalty teams and cross-functional, omnichannel initiatives
- Partner with Brand, Marketing and Digital teams to deliver cohesive customer journeys
Job Description
Responsibilities
- CRM Strategy, Planning & Operations
- Serve as the executive owner of email, SMS, push and other direct channels, setting strategic direction, representing performance and priorities, and providing a clear point of view on how CRM channels can drive customer demand, customer engagement and business outcomes.
- Provide strategic oversight of CRM campaign planning, ensuring plans are grounded in clear objectives, audience and channel strategies, and compelling customer communications.
- Partner across Brand, Media, Marketing, Creative and Digital teams to integrate CRM into cohesive omnichannel plans that support broader commercial and operational priorities.
- Ensure strong CRM campaign execution, including development, QA & operational deployment, maintaining high standards of operational excellence & deliverability.
- Champion the modernization of CRM capabilities and ways of working, advancing automation, AI-enabled decisioning and the operating model to improve efficiency and personalization.
- Loyalty Strategy & Program Leadership
- Lead the enterprise strategy for the Treats Rewards program, including the member experience, member benefits and long-term roadmap to deepen customer relationships, increase engagement & strengthen customer lifetime value.
- Identify opportunities to increase member engagement and strengthen the value of Treats Rewards for both customers and the business, in partnership with Commercial and Operational teams.
- Lead the development of loyalty initiatives, experiences and benefits that provide meaningful customer value and direct business outcomes.
Requirements
- 12+ years of progressive experience in strategic marketing, CRM, loyalty, lifecycle marketing, customer strategy or related areas, ideally within a retail, CPG or omnichannel organization.
- Proven ability to connect CRM and loyalty strategies with media and broader marketing activity to create cohesive omnichannel customer experiences.
- Deep understanding of audience strategy, customer lifecycle management, segmentation, personalization, testing and contact strategy.
- Proven financial & analytical acumen, with a track record of translating customer insights into business strategies and programs that create customer engagement, sales and lifetime value.
- Proven leadership presence, communication skills, and ability to influence across all organizational levels.
- Experience leading large teams in a matrixed, fast-paced environment.
Benefits
- 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
At PetSmart, we’ll do Anything for Pets. ❤️🐾 And the people who love them! Because we’re those people, too. Pets inspire and motivate us to bring our best selves to work each day. Our associates are devoted to ensuring that pets’ lives are happy and healthy. So, naturally, we’re devoted to ensuring that PetSmart is a happy and healthy workplace, too. Whether based in a store, salon, PetsHotel, distribution center, or at our home office, you’ll find yourself inspired and empowered to go further, reach higher, and make the most out of your #LifeAtPetSmart.As the largest specialty retailer in North America, we’re proud to employ approximately 50,000 associates across 1,660+ stores, seven distribution centers, and two home offices. Through our work with PetSmart Charities® and PetSmart Charities of Canada®, we’ve helped 11 million pets find their forever homes, donated over $500+ million in grants to make a difference, and earned the title of the leading funder for animal welfare.PetSmart takes data privacy very seriously, so please be aware that PetSmart will never ask for personal information, such as a driver’s license number or financial information before a candidate accepts an employment offer. Candidates will be asked to provide a social security number in the job application via PetSmart’s secured applicant tracking system, which can be accessed only via www.careers.petsmart.com. Candidates will never be asked to provide any of this information via e-mail.
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