Manager, CRM Marketing Technology

Petco

1d

About The Position

Create a healthier, brighter future for pets, pet parents and people! If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you. Our core values capture that spirit as we work to improve lives by doing what’s right for pets, people and our planet. We love all pets like our own We’re the future of the pet industry We’re here to improve lives We drive outstanding results together We’re welcome as we are Petco is a category-defining health and wellness company focused on improving the lives of pets, pet parents and Petco partners. We are 29,000 strong and operate 1,500+ pet care centers in the U.S., Mexico and Puerto Rico, including 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. We’re focused on purpose-driven work, and strongly believe what’s good for pets, people and our planet is good for Petco. Position Overview: We are seeking a Manager, Marketing Technology to lead our Salesforce Marketing Cloud (SFMC) and Salesforce Service Cloud (SFSC) initiatives, overseeing the strategy, execution, and optimization of these platforms. You will be responsible for managing a team of 15 developers and QA professionals, while actively working in the details to ensure our technology stack is delivering on business objectives. This role will also focus on maintaining current business operations while continuously identifying opportunities to scale and enhance our customer care and CRM capabilities. Experience with SFMC, SFSC, or similar technologies like Adobe Experience Cloud, Epsilon, or Oracle Eloqua is required. The ideal candidate is a proactive, hands-on leader who can balance both strategy and execution.

Requirements

• Bachelor’s degree in Computer Science, Marketing, Information Technology, Business, or a related field (MBA or advanced degree preferred).
• 6+ years of experience in marketing technology, with hands-on experience in Salesforce Marketing Cloud (SFMC) and/or Salesforce Service Cloud (SFSC) or comparable platforms such as Adobe Experience Cloud, Epsilon, Oracle Eloqua, etc.
• Experience in SQL and/Python
• Proven experience managing technical teams, including developers and QA resources, and delivering complex marketing and CRM solutions.
• Strong understanding of marketing automation, customer journey management, CRM, and customer care workflows.
• Ability to dive into the details, configure systems, troubleshoot issues, and optimize platform performance.
• Experience implementing and managing integrations between marketing technology platforms and CRM or eCommerce systems.
• Strong analytical skills and a data-driven mindset, with the ability to translate insights into actionable business solutions.
• Hands-on leader who can balance strategy with in-depth technical execution.
• Strong communication and collaboration skills, with the ability to influence and partner with business and technical teams.
• Expertise in identifying opportunities for process improvement, scalability, and platform enhancements.
• Proactive, with a strong focus on continuous improvement and optimization of customer care and marketing operations.
• Ability to manage multiple projects and priorities in a fast-paced environment.

Nice To Haves

• Salesforce certifications (Marketing Cloud, Service Cloud) or certifications in similar platforms (Adobe, Epsilon) preferred.

Responsibilities

• Team Leadership and Management:
• Manage and mentor a team of developers and QA engineers, ensuring the successful delivery of projects and day-to-day operations.
• Foster a collaborative team environment while providing clear direction, support, and development opportunities.
• Serve as the technical point of escalation for your team, troubleshooting issues, and ensuring the smooth functioning of all systems.
• Platform Management and Optimization:
• Lead the development, implementation, and ongoing optimization of SFMC and SFSC platforms to support business goals in marketing, customer care, and CRM.
• Ensure effective management of the current state of the platforms, including overseeing campaign automation, journey orchestration, and service workflows.
• Collaborate closely with marketing, IT, CRM, and customer care teams to align on requirements and develop scalable solutions.
• Identify and implement opportunities to improve processes, automation, and performance within the SFMC and SFSC ecosystems, as well as explore integrations with other business systems (e.g., CRM, eCommerce).
• Hands-On Execution:
• Be involved in the details of SFMC and SFSC configurations, campaign execution, service workflow automations, and data flows between systems.
• Own the technical architecture, ensuring all marketing automation, CRM, and customer care solutions are scalable, flexible, and optimized for business growth.
• Work directly with your team to resolve technical issues, optimize workflows, and drive improvements in data quality, automation, and customer journey personalization.
• Strategic Roadmap and Scaling Opportunities:
• Develop and execute a strategic roadmap that balances maintaining the current state of business while continuously identifying new ways to scale and improve marketing and customer service operations.
• Look for opportunities to enhance customer care by improving SFSC’s case management, workflow automation, and customer engagement tools.
• Drive CRM business capabilities by leveraging data insights from SFMC to create more personalized, targeted marketing campaigns that result in higher customer engagement and retention.
• Partner with stakeholders to define long-term platform enhancements, ensuring a clear focus on growth, scalability, and innovation.
• Collaboration and Stakeholder Engagement:
• Work closely with cross-functional teams (Marketing, Sales, IT, Customer Service) to understand business requirements and deliver on technology solutions that meet those needs.
• Ensure seamless communication and collaboration between your team and other business units, providing visibility into project progress, platform performance, and strategic initiatives.
• Manage relationships with external vendors and service providers, such as Salesforce, Adobe, or Epsilon, to ensure optimal performance and support.
• Performance Monitoring and Reporting:
• Develop, implement, and maintain reporting dashboards to monitor platform performance, customer engagement, and service delivery.
• Analyze campaign data, CRM activity, and service metrics to provide actionable insights to stakeholders.
• Ensure continuous measurement and tracking of key performance indicators (KPIs) related to marketing effectiveness, customer satisfaction, and service quality.
• Data Governance and Best Practices:
• Ensure data integrity and compliance with internal governance and external regulations.
• Implement best practices for managing marketing and service data across SFMC, SFSC, and other integrated platforms.
• Collaborate with data and analytics teams to ensure proper usage and reporting of data for marketing and service decision-making.

Benefits

• For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO -see https://careers.petco.com/us/en/key-benefits

What This Job Offers

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