Manager, Community and Store Experience

PetSmart • Phoenix, AZ

6d • Hybrid

About The Position

The Manager, Community and Store Experience integrates Customer Experience across the business and enables successful execution of in-store events, adoption programs, and community initiatives. The role owns the in-store Voice of the Customer program and customer experience vendor partnerships, uses customer and associate insights to improve experiences, and works with Operations, Charities, Marketing, Loyalty, Field teams, and other partners. It identifies operational obstacles, reduces store friction, and enables programs intended to improve customer experience, conversion, attachment, loyalty, and long-term sales growth.

The role leads a team responsible for customer and associate experience, in-store events, adoption programs, and community initiatives. It sets priorities and quality expectations, develops team capability, and oversees coaching, succession planning, and performance management. The position is based at PetSmart’s Phoenix Home Office, with an expectation of working in the office at least four days each week and, with leader approval, up to one remote flex day in a standard work week. Travel of 10–15% to stores, field meetings, and company events may be required based on business needs.

Requirements

• 5–7 years of retail operations, customer experience, event management, community programs, program management, or related experience.
• Bachelor’s degree from a four-year college or university in business administration, retail management, customer experience, marketing, community relations, or a related field is preferred; an equivalent combination of education and experience is required.
• Strong knowledge of retail store operations and the ability to evaluate initiatives from customer, associate, and store-execution perspectives.
• Knowledge of customer experience and Voice of the Customer programs, including translating insights into practical business and operational improvements.
• Effective written and verbal communication skills for explaining program requirements to field and corporate audiences.
• Strong cross-functional partnership and influencing skills, including aligning stakeholders with competing priorities.
• Ability to prioritize multiple programs, events, and projects in a high-velocity environment while maintaining attention to detail.
• Ability to identify operational risks, develop contingency plans, and recommend solutions that simplify store execution and improve customer experience.
• Analytical skills to interpret customer, associate, event, adoption, and field data, identify outliers, and translate insights into action.
• High ethical standards and ability to handle sensitive information confidentially.
• Proficiency in Microsoft Office, including Excel, PowerPoint, Word, and Outlook.

Nice To Haves

• Previous leadership experience.

Responsibilities

• Integrate Customer Experience into cross-functional initiatives, ensuring customer and associate experience is considered in program design and store execution.
• Oversee customer experience vendor relationships, the platform, and the in-store Voice of the Customer program, including enhancements, stakeholder alignment, and ongoing business support.
• Own the customer service model and in-store loyalty focus, translating strategy into practical store behaviors and processes.
• Direct national and local in-store events, sampling, adoption, donation programs, and other community initiatives, emphasizing consistent execution and sales impact.
• Align Operations and Strategy through the commercial calendar for customer experience, event, adoption, and community activities.
• Partner with PetSmart Charities and other teams to align adoption and community strategies with operational execution and store readiness.
• Identify operational obstacles and sources of store noise and recommend and drive solutions that simplify execution and support enhancements.
• Build partnerships between Field and Store Operations to gather feedback, validate execution requirements, and ensure programs serve stores, customers, associates, and the brand.
• Oversee collection and analysis of customer, associate, event, and adoption data, including field outlier follow-up, to identify opportunities and improve program performance and business results.
• Support additional store experience, community, event, and customer experience programs and activities as assigned.
• Develop and oversee a team, including work prioritization, deliverable quality, and cross-functional partnership.
• Coach team members and oversee prioritization, organizational capability development, succession planning, and performance management.
• Own prioritization and sequencing of assigned customer experience, event, adoption, and community operations work; set operational readiness requirements and execution recommendations; and escalate store-level risks.
• Recommend ways to simplify execution, reduce operational noise, and improve field adoption and performance.

Benefits

• Pet-friendly workplace, including an on-site dog park.
• On-site events and adoption opportunities, including seasonal celebrations, family events, art events, and holiday festivals.
• On-site gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces.
• On-site café serving breakfast and lunch options and snacks.
• On-site childcare facility providing early education.
• Paid volunteer opportunities.
• Print Center and Business Services, dry cleaning, mothers’ rooms, and sustainable infrastructure.

What This Job Offers

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