Hybrid Customer Experience Manager - VoC & Loyalty

PetSmart; Phoenix (AZ); Hybride; USD 85 000 - 110 000; Plein temps

Résumé du poste

PetSmart in Phoenix, AZ is seeking a Customer Experience Manager to lead operational initiatives, customer experience programs, and enterprise store support for our VoC strategy and loyalty enablement.

You will collaborate across Store Operations, Field Leadership, Marketing, Loyalty, Merchandising, Services, Digital, and enterprise teams to translate customer experience strategies into executable operational processes and improved outcomes.

Qualifications

• Bachelor's degree in business administration, customer experience, marketing, retail management, operations, or a related field is preferred.
• 3+ years of experience in customer experience, retail operations, customer insights, Voice of the Customer, loyalty, project management, or a related field is preferred.
• Experience managing cross-functional initiatives and vendor relationships is required.
• Experience with Medallia or a similar customer experience platform required.
• Equivalent combination of education and experience is required.
• 10-15% travel to stores, field meetings, vendor meetings, and company events may be required based on business needs.

Responsabilités

• Lead operational execution, store readiness, and execution enablement for the enterprise customer experience program, including the customer service model, VoC, and related initiatives.
• Serve as the primary operational owner for the Medallia platform, vendor relationship, and VoC program, driving governance, adoption, reporting, and evolution.
• Own cross-functional partnerships supporting the customer experience roadmap, ensuring alignment between strategy and execution.
• Translate strategies into clear, practical store processes while aligning with enterprise objectives.
• Develop and maintain playbooks, communications, training resources, tools, and documentation.
• Identify opportunities to simplify operations and reduce complexity while improving readiness and execution.

Connaissances

Cross-functional collaboration

Communication skills

Project management

Vendor management

Data analysis

Formation

Bachelor's degree

Outils

Medallia

Power BI

SharePoint

Description du poste

PetSmart in Phoenix, AZ is seeking a Customer Experience Manager to lead operational initiatives, customer experience programs, and enterprise store support for our VoC strategy and loyalty enablement.

You will collaborate across Store Operations, Field Leadership, Marketing, Loyalty, Merchandising, Services, Digital, and enterprise teams to translate customer experience strategies into executable operational processes and improved outcomes.