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 their own point of view to create a unique experience for the pets and pet parents.
About the Location
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.
About the Job
Job Description
Our Loyalty and Personalization team is looking for talented marketing individuals who are passionate about pets, are highly detail-oriented, enjoy identifying and implementing process optimizations and are relentlessly unsatisfied with the status quo.
The Manager of Audience Management will join the Database and Audience Management Team, where they will lead a group of Audience Analysts and collaborate closely with the Database Analyst Team, CRM Managers, Campaign Specialists, and HTML Developers. This role is centered on overseeing audience segmentation and structure, as well as driving targeting and personalization strategies for direct marketing campaigns across multiple channels, including Email, SMS, and Push.
Responsibilities
- Lead and inspire a team of Audience Analysts as we continue to expand in Data Science and AI Driven capabilities to drive our campaigns
- Lead and partner with CRM team to recommend & implement audience selection logic that aligns with campaign goal & overall CRM channel plans
- Build and ensure audience selection logic is accurate, consistent and follows PetSmart business rules, customer contact preferences and message prioritization across all campaigns
- Ensure secure/encrypted delivery of data is followed across all data consuming destinations
- Support implementation of Data Science models and AI for campaign selection
- Build and support proper audience structure for campaign test and measurement
- Regularly review existing audience building processes and identify room for efficiency as well as maintain audience building documentation
- Partner with Database Management to add new data and enable new targeting and personalization capabilities
- Partner with Campaign Operations Team on ISP Delivery issues and specific customer inquiries
- Ensuring data is loaded and accurate across all data consuming platforms (SFMC, Offer Systems)
- Lead and support campaign audience sizing requests
- Lead audience building platform issues with our audience building partner, Hightouch and our internal I.T. Team
- Lead and support weekly engagement reporting
Qualifications:
- Minimum 3 years of CRM Database, email marketing and/or direct marketing experience
- Minimum 3 years of experience utilizing audience/segmentation/campaign building tools
- Minimum 3 years of experience utilizing Data Science Models or AI for Audience Building, Personalization and Test/Measurement
- Experience utilizing Microsoft Access and Microsoft Excel
- Experience utilizing SQL to analyze customer data
- Expertise in understanding how data works with audience building tools, to ensure the data is being used correctly
- Expertise in managing multiple and competing demands and delivering against aggressive goals
- Excellent communication skills with technical and non-technical partners
- Bachelor’s degree (or equivalent experience) in marketing or related field
Preferred:
- Experience with campaign/audience building tools such as Hightouch, Unica, Salesforce Audience Builder, Salesforce Automation Studio
- Experience with data analytics tools such as Databricks, Snowflake, Aginity Workbench, Alteryx Designer, Tableau Prep Builder
About the Culture
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.