Director, Customer Growth, Pet Services

Pet Services Customer Growth And Experience Manager

Want to help pets live their best lives?

We're proud to be where the pets go and where the pet people go. 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 and people.

• Pet First – Protect & Empower. All pets should Live their Best Life. We put the needs of pets and pet parents at the center of everything we do.
• Foster the Fun – Connect & Bond. Our Passion for pets brings us together! We celebrate the journey of pet parenthood through district experiences, products, and services.
• Let's Go! Own & Commit. We are stronger as One Petco team. We bring our unique superpowers and champion authenticity in everyone to drive success.

About Petco:

We're proud to be "where the pets go" to find everything they need to live their best lives for more than 60 years — from their favorite meals and toys, to trusted supplies and expert support from people who get it, because we live it. We believe in the universal truths of pet parenthood — the boundless boops, missing slippers, late night zoomies and everything in between. And we're here for it. Every tail wag, every vet visit, every step of the way. We are 29,000+ strong and together we nurture the pet-human bond in more than 1,500 Petco stores across the U.S., Mexico and Puerto Rico, 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. In 1999, we founded Petco Love. Together, we support thousands of local animal welfare groups nationwide and have helped find homes for approximately 7 million animals through in-store adoption events.

General Summary:

Drives the strategic development and implementation of Pet Services customer growth and experience initiatives. Serves as the primary owner of customer growth, retention and loyalty, along with the performance outcomes, and financial impacts. Direct accountability for planning, execution, and stakeholder engagement. Leads complex, high-visibility initiatives that influence senior leadership decision-making and drive growth across multiple customer touchpoints in a highly visible category for Petco. Responsible for leading customer acquisition strategies within the pet insurance vertical, resulting in increased market share, brand visibility and customer base for total Petco and Pet Services.

Principle Duties and Responsibilities:

• Leads the evaluation, design, and implementation of new initiatives, and promotions to achieve the organization's operational and financial goals across all customer touchpoints (e.g., digital, top of funnel, product, e-commerce, partners, customer relationship management platforms, e-mail, mobile telephones, etc.).
• Conducts in-depth analysis to identify growth opportunities, improve customer growth, retention and align with enterprise goals.
• Analyze pet market trends, consumer behavior, and competitive dynamics to uncover opportunities.
• Serves as a key thought partner to senior leadership by delivering executive-ready presentations, strategic insights, and financial forecasts that influence company-wide decisions.
• Partner closely with all marketing channels, technology product management, customer satisfaction and insights, merchandising and other stakeholders (e.g., vet, grooming, dog training, pet insurance, store partners, etc.) to plan, design and develop go-to-market plans and promotional strategies
• Owner in top of funnel activations for customer growth, including go-to-market strategy and prioritization across OMNI enterprise.
• Owns the full lifecycle of high-impact customer projects-including proposal development, resource planning, and execution management, with a focus on delivering measurable business outcomes.
• Ensures activation of plans is thoroughly reviewed with all stakeholders for efficient and profitable outcomes.
• Develops and manages customer initiatives directly tied to the P&L, building and maintaining financial models and executive-level reporting to monitor performance, evaluate risks, and inform strategic decision-making. Also responsible for developing, analyzing, and reporting KPIs and other performance metrics to identify trends and drive continuous improvement.
• Acts as primary program leader and subject matter expert, representing the function in enterprise forums, cross-business committees, and senior-level reviews.
• Manages Pet Services and Insurance project execution by establishing timelines, resource plans, and staffing needs across all phases. Ensures alignment to budget and scope, tracks progress, resolves project issues, and communicates updates to stakeholders to ensure successful delivery.
• Develop and lead targeted pet insurance acquisition campaigns to grow policyholder and Petco customer base across digital, retail and Pet Services channels
• Track and analyze pet insurance KPIs such as conversion rates, policy retention and CPA to drive profitable and loyal outcomes

Minimum Qualifications:

• Bachelor's degree in business administration, or related field
• 10 years or more of experience in enterprise business strategy and/or business management, including 4 years of experience in project management
• Minimum of 5-years in people management experience

Required Skills

• Comfortable with working in a fast-paced, results driven environment
• Excellent communication and stakeholder management skills
• Proven track record of leading strategic initiatives, process improvement, acquiring cross-functional alignment and hitting goals
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
• Advanced Excel and PowerPoint skills, with highly developed presentation skills
• Hands on experience with SQL and other advanced data tools is preferred
• Passion to continuously provide exceptional customer service to all internal business partners
• Data-driven decision-maker with high degree of competence in analyzing data
• This position is deadline intensive and requires the ability to gracefully and seamlessly handle multiple tasks while simultaneously being highly visible
• Passion for innovation and using technology to drive efficiency
• Track record of successful cross-functional communication and project management
• Excellent partner and people management skills, driving a positive workplace culture and team environment