Community Manager

PetSmart • Phoenix, AZ

4d • Hybrid

About The Position

The Customer Experience Manager owns operational initiatives, customer experience programs, and enterprise store support for PetSmart’s customer experience strategy, Voice of the Customer (VoC) program, customer service model, and customer loyalty enablement. This individual contributor partners across Store Operations, Field Leadership, Marketing, Loyalty, Merchandising, Services, Digital, and enterprise teams to translate customer experience strategies into clear, executable operational processes. The role leverages customer insights, satisfaction trends, associate feedback, and business performance data to improve the customer and associate experience, strengthen loyalty, increase conversion and attachment, and drive long-term sales growth while reducing operational complexity for stores.

Requirements

• Experience managing cross-functional initiatives and vendor relationships is required.
• Experience with Medallia or a similar customer experience platform required.
• Equivalent combination of education and experience is required.
• Strong knowledge of retail store operations and the ability to evaluate customer experience initiatives through a store execution, associate, and customer lens.
• Strong understanding of Voice of the Customer programs, customer satisfaction measurement, and customer experience best practices.
• Demonstrated ability to interpret customer insights, operational metrics, and business data to identify trends and recommend improvements.
• Strong project management skills with the ability to translate complex initiatives into clear, practical, and executable store processes.
• Effective written and verbal communication skills, with the ability to tailor messages for field, corporate, vendor, and executive audiences.
• Strong cross-functional partnership and influencing skills, including the ability to build alignment without direct authority.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, attention to detail, and forward momentum.
• Strong analytical and problem-solving skills with the ability to connect customer insights to operational and business outcomes.
• Ability to identify operational gaps, reduce store noise, and recommend solutions that improve readiness and execution.
• Proficient in Microsoft Office, including Excel, PowerPoint, Word, Outlook, and Teams

Nice To Haves

• Bachelor's degree from a four-year college or university in business administration, customer experience, marketing, retail management, operations, or a related field is preferred.
• 3+ years of experience in customer experience, retail operations, customer insights, Voice of the Customer, loyalty, project management, or a related field is preferred.
• familiarity with Medallia, Power BI, SharePoint, Smartsheet, or similar platforms is preferred.

Responsibilities

• Lead operational execution, store readiness, and execution enablement for the enterprise customer experience program, including the customer service model, Voice of the Customer (VoC), and related customer experience initiatives.
• Serve as the primary operational owner for the Medallia platform, vendor relationship, and Voice of the Customer program, driving platform governance, business adoption, reporting enhancements, and continuous program evolution.
• Own cross-functional partnerships supporting the customer experience roadmap, ensuring alignment between customer experience strategy, enterprise priorities, customer insights, and operational execution.
• Translate customer experience strategies and complex cross-functional initiatives into clear, practical, and executable store processes while maintaining alignment with enterprise objectives.
• Support alignment between Operations and Strategy through the commercial calendar for customer experience activities, ensuring stores receive coordinated, timely, and actionable direction.
• Develop and implement customer experience initiatives that improve customer satisfaction, strengthen loyalty, increase conversion and attachment, and drive long-term sales growth.
• Collect, analyze, and interpret customer feedback, satisfaction trends, associate insights, operational metrics, and business performance to identify opportunities, uncover root causes, and recommend data-driven improvements that enhance customer, associate, and business outcomes.
• Own customer experience reporting, executive insights, program measurement, and field outlier follow-up, using customer and operational data to identify trends, recommend actions, and continuously improving program performance.
• Partner with Field Leadership and Store Operations to gather feedback, validate execution requirements, communicate program updates, and ensure customer experience initiatives are designed in the best interest of stores, associates, customers, and the brand.
• Develop and maintain operational playbooks, communications, training resources, tools, and documentation that support consistent execution, store readiness, and continuous learning.
• Identify opportunities to simplify customer experience operations by reducing operational complexity, resolving execution gaps, improving processes, and recommending continuous improvements that increase store efficiency and execution consistency.
• Support the design, testing, implementation, measurement, and continuous improvement of customer experience pilots, loyalty initiatives, technologies, operational enhancements, and future customer experience capabilities.
• Partner with Business Insights, Finance, Loyalty, and Digital teams to evaluate customer experience performance, measure business impact, and identify opportunities that improve customer satisfaction, operational execution, and financial outcomes.
• Support additional community and event enterprise initiatives as business priorities evolve, ensuring alignment across Store Experience and Community programs.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level