In-Store Experience Manager

PetSmart • Phoenix, AZ

37d • Hybrid

About The Position

This role requires a proactive, detail-oriented individual who champions operational excellence and cross-functional collaboration to bring the customer experience vision, in-store events, and related programs to life while driving continuous improvements across stores. The ideal candidate thrives in a dynamic environment, manages multiple priorities, and collaborates closely with partners across the organization to ensure consistent and impactful experiences for associates and pet parents.

Requirements

• 3+ years of experience in customer experience, retail operations, or a related field preferred.
• Demonstrated success collaborating cross-functionally to execute initiatives and achieve measurable outcomes.
• Strong analytical, problem-solving, and project management skills.
• Proven ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
• Experience leveraging CX insights platforms and internal reporting systems to analyze data, identify trends, and translate findings into actionable recommendations.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams, Outlook) and familiarity with collaborative platforms such as SharePoint, Lucid, or Smartsheet.
• Ability to interpret data and dashboards to communicate meaningful insights and influence business decisions.
• Strong verbal and written communication skills with the ability to tailor messages for various audiences.
• Relationship-builder who fosters collaboration and alignment across teams.
• Organized, adaptable, and comfortable navigating ambiguity while maintaining forward momentum.
• Passion for creating exceptional in-store experiences that delight pet parents and empower associates.
• This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients.
• Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results.
• On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.

Nice To Haves

• Experience managing or supporting third-party vendor relationships preferred.

Responsibilities

• Monitor and analyze key in-store execution metrics, including customer insights, satisfaction trends, and store feedback; leverage findings to optimize daily operations, guide strategic initiatives, and refine future program rollouts.
• Partner cross-functionally to plan, execute, and evaluate in-store events that elevate the customer experience, strengthen associate engagement, and align with key business initiatives and upcoming program rollouts.
• Integrate learnings from customers and post-event feedback to continuously enhance in-store event strategy, ensuring each initiative builds on insights to improve customer satisfaction, associate engagement, and overall program performance.
• Ensure projects, programs, and in-store events are designed and executed in alignment with PetSmart's mission, values, and customer experience vision.
• Collaborate across In-Store Experience functions to support key initiatives, ensure continuity across VoC, Adoption, and CX operations, and adapt to evolving business priorities.
• Coordinate with field leaders, operations, and enterprise partners to communicate updates, identify opportunities, and drive accountability for execution excellence.
• Develop and maintain tools, resources, and documentation to ensure consistent program communication and store readiness.
• Identify and escalate operational gaps or trends impacting the customer experience, partnering with internal stakeholders to recommend solutions.
• Support the development and implementation of new programs, pilots, or enhancements designed to improve the in-store experience for both pet parents and associates.

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
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees