About the Team

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 4 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.

About the Location

Collaborative Work Environment:
At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

About the Job

The Loyalty & Member Experience Specialist is a key driver of PetSmart’s mission to help everyone experience more joy with pets. This role elevates the Treats Rewards program by shaping experiences that inspire loyalty, deepen engagement, and strengthen our community. Through strategic collaboration and innovative storytelling, the Specialist transforms everyday interactions into moments that matter—building trust, advocacy, and long-term relationships with our members and associates. 

 

Key Responsibilities: 

Champion Member Experience through Customer Care 

Act as a trusted advocate for Treats Rewards members, ensuring every interaction reflects our commitment to exceptional care and personalized engagement. Develop and evolve best-in-class resources that empower teams to deliver consistent, exceptional experiences. Leverage insights from member feedback to influence program enhancements and deliver proactive solutions with our program strategy team. Harness Voice of Customer insights to proactively strengthen member relationships and deliver personalized, solution-oriented experiences. 

Drive Engagement & Awareness 

Partner with field leaders and store associates to empower them with tools, resources, and knowledge that elevate the member experience. Create compelling content and communications that inspire associates and members—bringing promotions, campaigns, and community initiatives to life. Amplify PetSmart Charities partnerships and events, connecting members to causes that matter and fostering a sense of shared purpose. 

Lead Impactful Campaigns 

Collaborate cross-functionally to execute high-visibility campaigns and surprise-and-delight moments that strengthen member loyalty. Expand and scale the Surprise & Delight program by identifying impactful moments, creating repeatable processes, and amplifying stories that foster deeper member connections and community engagement. Translate data and trends into actionable strategies that optimize engagement and deliver measurable results. 

 

Core Values: 

Passion for creating meaningful, customer-first experiences. Collaborative, adaptable, and energized by innovation. Detail-oriented with a focus on delivering impact at scale. 

 

Skills for Success: 

Strategic Collaboration: Ability to influence and align diverse teams toward shared goals. Storytelling & Communication: Craft narratives that resonate with members and inspire associates. Analytical Mindset: Transform insights into strategies that drive loyalty and enhance experiences. 

 

What you need: 

1–3 years of experience in marketing, customer experience, retail, or a related field; prior internship or entry-level experience is a plus. Comfortable working in a dynamic environment and adapting to changing priorities. A collaborative team player who builds trust and works effectively across functions. Strong problem-solving skills with the ability to think creatively and propose solutions. Basic analytical skills and familiarity with using data to inform decisions; eager to deepen expertise. Ability to take initiative and contribute to both day-to-day tasks and larger projects. Clear and effective communicator—written, verbal, and visual—with growing confidence in presenting ideas. Organized and proactive, with attention to detail and a focus on delivering quality work. Results-oriented mindset with enthusiasm for learning and driving impact. Positive attitude and willingness to take ownership while supporting team goals. 
Additional Job Considerations

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.

* This is not intended to be an all-inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.

About the Culture

At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. 

 

We’re more than a workplace, we’re Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what’s right, lead responsibly, and bring our passion for pets to life every day. 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 might be the right fit for this role or another opportunity across Team PetSmart.

 

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

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 educationPaid Volunteer Opportunities to spend time doing good for causes close to heartPrint Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

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.