Specialist, CRM and Personalized Marketing

Specialist Of Personalized Marketing

The Customer Experience (Marketing) team works to showcase our brand through the lens of expertise and love. They work to provide a personalized experience for our consumers backed by best-in-class, data-driven marketing capabilities. The Customer Experience team focuses across four departments including, Marketing, Creative, Communications, and our Loyalty & CRM team. Everyone brings their own point of view to create a unique experience for the pets and pet parents.

Collaborative & Flexible Work Environment: We believe in fostering growth, teamwork and creativity in a dynamic workplace. This role is based at PetSmart's Phoenix Home Office, where associates currently enjoy the benefits of in-person collaboration while having the flexibility to work remotely one day per week (a "flex workday" with leader approval), and an expected four days in the office. At PetSmart, you'll be part of an engaging and supportive environment designed to help you and our teams thrive.

Our Omni-Channel Marketing team is looking for talented marketing individuals who are passionate about pets, highly detail-oriented, enjoy identifying and implementing process optimizations, and are relentlessly unsatisfied with the status quo.

We are seeking a Specialist of Personalized Marketing to help support the deployment and execution of CRM campaigns across multiple channels, including email, SMS, and push. This role will be instrumental in assisting with a variety of responsibilities including, but not limited to, monthly campaign calendar curation, development of email briefs and targeting parameters, coordinating email planning sessions, and initiating promotional offer set-up.

The ideal candidate is highly organized, customer-centric, collaborative, and energized by executing personalized marketing campaigns with precision in a fast-paced environment. PetSmart is poised to rapidly grow in this area and is looking for growth-minded individuals to be part of the journey.

What You'll Do:

• Create and implement email campaign briefs in collaboration with various stakeholders
• Participate in monthly calendar planning, CRM strategy working sessions, and campaign targeting meetings, providing ideas and recommendations
• Collect and organize necessary details for successful campaign deployment, including copy, disclaimers, URLs, targeting requirements, and creative assets
• Perform detailed QA reviews of campaigns, offers, links, targeting, and creative assets to ensure accurate and flawless execution across channels
• Monitor and manage project tasks in Workfront to ensure campaigns remain on schedule and key milestones are met
• Proactively identify risks, gaps, or timeline concerns and communicate recommendations or solutions to stakeholders as needed
• Orchestrate the set-up of in-store and online promotional offers and generate coupon creative assets
• Maintain weekly campaign reports utilizing a variety of data sources to evaluate campaign performance and inform decision-making, including CRM channel metrics, customer metrics, sales, and redemption metrics
• Partner collaboratively across marketing, digital, creative, CRM audience, and technical teams to help bring campaigns to life across owned channels
• Continuously identify opportunities to improve workflows, documentation, operational processes, and campaign execution efficiencies
• Leverage AI and emerging technologies to create efficiencies and personalization in communications while embracing a fast-paced, evolving marketing environment
• Demonstrate ownership of assigned projects from intake through deployment and post-campaign reporting

What You Need:

• Bachelor's degree from a four-year college or university in Marketing, Merchandising, Business, or related field
• Minimum two years of relevant marketing experience, retail preferred
• Previous CRM experience including email, SMS, or mobile push preferred, which may include experience with email automation or deployment platforms, QA processes, AI tools, or campaign operations
• Exceptional attention to detail with a strong commitment to accuracy and execution quality
• Demonstrated ability to manage multiple projects simultaneously while maintaining strong follow-through and accountability
• Highly proactive with a strong ownership mentality and ability to independently drive work forward
• Strong organizational skills with the ability to prioritize effectively and adapt quickly as business needs evolve
• Comfortable working in a fast-paced environment where priorities can shift quickly and ambiguity may exist
• Strong problem-solving skills and proactive mindset with a continuous improvement mentality
• Excellent collaboration and relationship-building skills, both internally and externally, with outstanding verbal and written communication skills
• Ability to quickly learn new tools, systems, and processes
• Experience with project management tools such as Workfront, Asana, or Jira preferred
• High proficiency with Microsoft Excel and PowerPoint

About the Culture

At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences not only bring new perspectives in shaping our Belonging culture but they're core to PetSmart's success.

Not sure if you meet 100% of the position requirements and whether you should apply? We'd still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• Pet friendly environment, bring your pets to work!
• On-site Dog Park
• "Top Dog" gym with equipment, fitness classes, massage therapists and personal trainers
• "Sit & Stay" Café serving fresh breakfast and lunch options
• On-site coffee bar
• "Lil' Paws" learning center and onsite daycare facility (associate paid)
• Volunteer events with PetSmart Charities
• Learn more about #Life At PetSmart here
• Check out Associate stories and share in some celebrations at PetSmart
• Explore PetSmart Benefits here
• If you don't already live in the Phoenix area here's a guide to the area: Welcome to Phoenix Guide

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.