About the Team

The Legal & Corporate Affairs team is responsible for safeguarding the company’s reputation, ensuring we are operating with integrity and in line with our strategic initiatives. The Legal team provides high-quality legal services, ensures legal compliance and mitigates risks.  The Corporate Communications team works to execute strategic and effective communication efforts that drive brand awareness, preference and reputation with internal and external stakeholders. In addition, the Corporate Social Responsibility & Belonging teams support the company’s environmental and social commitments with a strong focus on pets, people and the planet.  The collective team supports the overall success and positive reputation of the company.  

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 Social Media Community Associate Specialist plays a key role in building and supporting PetSmart’s online community of passionate pet parents while protecting the brand’s reputation. The position is responsible for proactively monitoring and engaging with pet parents across PetSmart’s social media channels, including Facebook, X, Instagram, TikTok, Threads and YouTube. This role requires someone who can create meaningful connections with pet parents through proactive brand-building community engagement. The role also supports in monitoring for reputational risks across social platforms. The ideal candidate is creative, organized, collaborative, and a skilled communicator/write.  

 

Key Responsibilities:

Monitor and engage with pet parents across PetSmart’s social media channels, including Facebook, X, Instagram, TikTok, Threads and YouTube.Respond to direct messages, comments and tagged media to engage positively with the community.Escalate customer service issues or other challenges raised via social media to the appropriate business teams.Monitor incidents on social media, identify threats and negative trends impacting pet parents, and flag conversations to mitigate reputational risks.Support the execution of the social media Surprise & Delight deliveries to pet parents in the community.Provide guidance to agency partners on engagement tactics, escalation protocols, and responding to incidents/complaints on social.Leverage listening tools to monitor trends and identify real-time engagement opportunities or potential brand risks.Assist with monthly or ad hoc reporting as needed to highlight the impact of community engagement and inform the business of customer trends and insights from social mediaMust be available for occasional on-call support for agency or social media needs, including weekends and holidays.

 Qualifications:

Bachelor’s degree in Communications, Marketing, Journalism, or a related field preferred.0-2 years of experience in social media community management, marketing, communications or customer care.Familiarity with social media platforms and brand engagement best practices.Strong written and verbal communication skills with attention to detail.Experience using social listening or analytics tools (e.g., Sprinklr, Sprout Social, Emplifi) is a plus.

 

Additional Skills Required:

Demonstrated creativity and curiosity to explore emerging social media trends and engagement opportunities.Strong critical thinking and problem-solving abilities, especially in fast-moving or sensitive situations.Collaborative team player with a positive, adaptable attitude in a dynamic environment.Strong organizational skills with the ability to effectively prioritize multiple projects in a fast-paced setting.

 

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 optionsOn-site coffee bar“Lil’ Paws” learning center and onsite daycare facility (associate paid)Volunteer events with PetSmart CharitiesLearn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/Explore PetSmart Benefits here: https://benefits.petsmart.com/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.