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When it comes to caring for pets of every shape, size, and stature, we’ve got a great story to share. Happily, we also have a great marketing team on hand to help us tell it. Join our team of creative pet lovers and you’ll be able to use your marketing skills to help further strengthen the bond between pet parents and our brand.

Direct Marketing (CRM) Manager

Location Phoenix, Arizona ID 2019-1316 Apply Now
About the Team:


The Customer Experience (Marketing) team works to showcase our brand through the lens of expertise and love, and to provide a personalized experience for our consumers backed by best-in-class, data-driven marketing capabilities. The Customer Experience team focuses across 5 departments including, Marketing, Creative, Digital, Communications, and our Loyalty & CRM team. Everyone brings his or her own points of view to create a unique experience for our pet parents and pet parents.

About the Job:

The Direct Marketing Manager works with two other marketing managers to lead all aspects of our consumer communication strategy.  This role works collaboratively across the Customer Experience teams to design and execute communications that drive profitable sales, margin and retention across channels and ensures a frictionless customer experience.  Additionally, a focus will be on continuous testing and learning and marketing automation to improve the effectiveness of our communications. 


  • Collaborate closely with key stakeholders to identify and prioritize campaign opportunities 
  • Manage all aspects of email delivery including development of creative briefs, campaign list creation, review/approval creative designs, and schedule email deployment
  • Develop lifecycle and retention campaigns
  • Report on campaign performance against KPIs and present results to key stakeholders 
  • Optimize existing programs through ongoing testing and analysis
  • Stay current with best practices, competitive actions and general innovations in the CRM space and assess impact/applicability to our program
  • Collaborate with peers, manager and internal or external partners to develop best practices, process improvements and segmentation and measurement standards to increase productivity
  • Implement personalized email campaigns and offers based on prior purchase behavior, CLV and additional customer segmentations
  • Support Director of CRM in ad hoc strategic projects 


  • 5+ years digital marketing experience with a minimum of 2 years managing CRM / Database Marketing
  • Bachelors 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
  • Strong 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, initiative taker


  • 5+ years in CRM/database marketing

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
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What We Do

We love pleasing pet parents with brilliant products and services. But without our team of marketing experts on hand to make sure every pet parent knows about it all, we wouldn’t be as successful as we are today. So whether it’s marketing, creative, or digital that gets your tail wagging, you’ll find you fit right in here at PetSmart.

Our stores offer over 11,000 Products

Our Team Creates Dozens Of Brands That Are Exclusive to PetSmart


Our marketing team is always working to find the best ways to stay connected with pets and their parents. From purr-inducing national campaigns to perfectly personalized loyalty programs, we do all we can to be the best-in-show brand for everything pets need. Recently, the team even collaborated with Ellen DeGeneres to help get the word out about an innovative and exciting pet lifestyle brand.

“I’m thrilled to be working for such a strong company that is completely devoted to understanding and serving the needs of its customers. PetSmart plays an important role in the lives of both pet parents and their pets, and I get to work with the teams to provide our customers with the most compelling and meaningful experiences both in stores and across digital platforms.” StaciaEVP, Customer Experience and Merchandising


Our creative team always strives to deliver a fetching brand experience – pun intended. Their creativity and clever thinking helps us to share the story of our brand through words, images and videos. Whatever the platform or channel, our creative experts make people laugh, smile, and realize how important pets are to their lives.

“I’ve worked in various industries throughout my career but it’s different here. There is true passion for what we do and who we do it for. It’s everything.”Adamo DiGregorioVP, Creative Director


Our digital experience team is always working with new and innovative ways to make life easier for pet parents. Whether checking in for grooming services or checking out with products, this team makes sure we rule the roost when it comes to delivering omnichannel experiences that are interactive and seamless.

PetSmart is transforming itself to continue to be the trusted partner for them in every way. As we continue to grow our commerce and content sites, we have many diverse career opportunities for those with a passion for digital.

Pets are so fun - taking the emotional factor of being a pet parent and coupling it with strategies and promotions to help them indulge their pet with us is rewarding!


Sr. Marketing Manager, Services

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