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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.

Social Media Specialist

Location Phoenix, Arizona ID 2020-1957 Apply Now
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 5 departments including, Marketing, Creative, Digital, 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:

SUMMARY

We’re looking for a strategic communicator who has experience building and fostering fast growing social communities, with a focus on both the external customer experience in addition to developing internal policies, processes and programs to support. Our ideal candidate is social media savvy with a passion for strengthening and managing relationships with customers in the social space, a critical component for PetSmart. They have a proven track record of problem-solving and can effectively adjust a response strategy to fit the social channel and situation using excellent judgment and appropriate discretion.  

This role will be responsible for the 2 - 11 p.m. shift and will be a combination of working from the Home Office and working from home.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:

Customer Engagement

  • Manage and execute PetSmart’s overall social care strategy for interfacing with customers
  • Exercise leadership in identifying and creating new ways to enhance overall satisfaction of pet parents on PetSmart’s social media channels
  • Actively monitor and engage with pet parents on all of PetSmart’s social media channels including Facebook, Twitter, Instagram and YouTube
  • Leverage listening tools to monitor trends and identify real-time opportunities that make sense for PetSmart
  • Partner with PR/Social Media team to quickly act on real-time opportunities and manage engagement process from start to finish
  • Collaborate with Marketing and Communications teams on strategic initiatives and external messaging
  • Routinely update and maintain PetSmart’s social care playbook, including developing and implementing policies and procedures as needed
  • Shared responsibility of weekend community management

Reputation Management

  • Oversee, manage and track/monitor both large and small-scale crisis on social media
  • Identify threats in user generated content and partner with relevant business partners to quickly escalate the issue as needed and respond appropriately
  • Recognize negative trends impacting pet parents through all social media platforms and be responsible for setting and communicating a plan of action for addressing such trend

KEY COMPETENCIES:

  • Exceptional writing and editorial skills with strong attention to detail
  • Deep understanding of social media channels (knowledge of monitoring/analytic tools is a plus)
  • Strong critical thinking and problem-solving skills – able to identify, analyze, propose and deploy solutions to various care issues
  • Collaborative team player with the ability to adapt in a changing environment
  • Strong ability to effectively prioritize workload and perform in a fast-paced environment

EDUCATION and EXPERIENCE 

  • Bachelor's degree in Marketing, Communications, Journalism or a related field
  • At least 1-2 years strategic communications experience
  • Previous experience with social customer care is a plus


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
Apply Now
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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

Marketing

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

Creative

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

Digital

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!

April

Sr. Marketing Manager, Services

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