Director, PetsHotel and Pet Training

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.

Collaborative & Flexible Work Environment: We believe in fostering growth, teamwork and creativity in a dynamic workplace. This role is based at PetSmart’s Phoenix Home Office, where associates currently enjoy the benefits of in-person collaboration while having the flexibility to work remotely one day per week (a “flex workday” with leader approval), and an expected four days in the office. At PetSmart, you’ll be part of an engaging and supportive environment designed to help you and our teams thrive.

This position is accountable to lead key segments of our Pet Services division at PetSmart – PetsHotel, Doggie Day Camp and Pet Training.  These services drive differentiation for the PetSmart enterprise, represent tremendous customer value and operate in innovative categories within a competitive landscape.

The Director of PetsHotel, Doggie Day Camp and Pet Training reports to the Vice President, Store Strategy and will make a significant impact to the organization by delivering the financial plan (including P&L) of these businesses. Responsibilities include overall strategy guidance, development and implementation of new ideas, analysis of new opportunities, running the day-to-day business as well as driving expectations for operational execution in collaboration with the Services Execution team. This is a highly competitive and fast-growing segment of the pet services business and presents a unique opportunity to blend the scale of PetSmart as a national player with localized efforts to drive customer experience, frequency and loyalty.  The ideal candidate has a holistic toolbelt of financial acumen, operational prowess, innovation mindset and people / relationship development.

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

• Strategic Planning: Build multi-year roadmap to deliver sales and margin trajectory through a combination of topline innovations and cost optimization efforts
• Financial Acumen: Lead all strategic and financial aspects of the PetsHotel, Doggie Day Camp and Pet Training businesses – set goals and objectives, report on progress and develop plans to improve if KPIs are off track
• Operational Influence: Provide tools and accountability mechanisms for 200+ stores (PetsHotel/Doggie Day Camp) and 1600+ stores (Pet Training) to deliver not only a best-in-class customer experience, but also consistent, repeatable operational expectations
• Customer First: Spearhead holistic customer behavior understanding for each business to increase organizational knowledge and influence decisions
• Enterprise Mindset: Take a holistic view of how these businesses fit into the total Services and PetSmart portfolio, and continually look for proactive strategic synergies and partnership opportunities to drive enterprise value
• Innovation: Drive a culture of curiosity and dissatisfaction with the status quo to cultivate a team that continually evolves to meet customer expectations
• Feedback Loop: Stay heavily connected with field leadership to drive continuous improvement and gain competitive insights. Be open to and appropriately action on feedback from various sources – individual stores, District Leaders, Regional Leaders and Senior team, knowing when to respond with immediate action vs. future consideration.
• Partner strategically with Pet Parent Assistance Center (call center/e-res/customer service) to ensure execution of desired customer experience and key initiatives to frontline agents.
• Partner heavily cross-functionally to deliver results – particularly with Services Execution, Finance, Labor, Asset Protection/Safety, Real Estate, Marketing, CRM/Loyalty and IT

SUPERVISORY RESPONSIBILITIES

Responsible for supervising a team of associates

EDUCATION/EXPERIENCE/BACKGROUND

• Bachelor's degree from a four-year college or university or equivalent, along with 10+ years experience of progressively more responsibility driving business and financial results required
• Experience in hospitality, pet or human services or retail with at least 5 years of team management strongly preferred
• Must be able to analyze data, set strategy, problem solve, lead others, and collaborate with broad group of partners

• Ability to operate effectively in both tactical and strategic capacities - can comfortably adjust your altitude and roll-up your sleeves as needed.
• Very comfortable with interpreting analytics and getting to root cause / ‘why’ – turning insights into action and putting the customer at the center of our strategies
• Passion for rapid cycle test and learn/innovation – these businesses offer a tremendous canvas to try new things in service of growing the business, improving the customer experience and making it easier to run operations for the field

BUDGET RESPONSIBILITY

• Financial accountability for PetsHotel and Training sales and margin
• Operating general and administrative expenses

TRAVEL

5-10%

PHYSICAL DEMANDS and WORK ENVIRONMENT

The physical demands and work environment are characteristic of those found in a typical business office environment.  Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share.  These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.

Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.

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

• Pet friendly environment, bring your pets to work!
• On-site Dog Park
• “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
• “Sit & Stay” Café serving fresh breakfast and lunch options
• On-site coffee bar
• “Lil’ Paws” learning center and onsite daycare facility (associate paid)
• 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/
• If you don't already live in the Phoenix area here's a guide to the area:  Welcome to Phoenix Guide

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.