Senior Director, CRM & Loyalty - Hybrid Omnichannel Growth

PetSmart; Phoenix (AZ); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Pet-friendly environment

On-site dog park

Wellness facilities

Job summary

PetSmart in Phoenix is seeking a Sr. Director, CRM & Loyalty to align CRM and Loyalty functions with business growth. You will own email, SMS, push and direct channels, shaping the Treats Rewards strategy and member experience.

You will lead the Marketing Leadership Team, partner with Brand, Digital and Operations to deliver cohesive omnichannel journeys, drive engagement, frequency and lifetime value. The role emphasizes collaboration, data-driven decisioning and modernization of CRM

Qualifications

• 12+ years of progressive experience in strategic marketing, CRM, loyalty, lifecycle marketing or related areas.
• Proven ability to connect CRM and loyalty strategies with media and broader marketing activity to create cohesive omnichannel experiences.
• Deep understanding of audience strategy, customer lifecycle management, segmentation, personalization, testing and contact strategy.
• Proven leadership presence, communication skills, and ability to influence across all levels.

Responsibilities

• Serve as the executive owner of CRM channels (email, SMS, push) and lead the Treats Rewards loyalty program strategy.
• Partner across Brand, Media, Marketing and Digital teams to integrate CRM into omnichannel plans.
• Lead the CRM and Loyalty teams, establishing a shared vision and priorities.
• Build cross-functional partnerships to deliver cohesive customer experiences and drive growth.

Skills

CRM strategy

Loyalty program leadership

Data-driven decision making

Cross-functional leadership

Omnichannel marketing

Audience segmentation

Executive communication

Team development

Job description

PetSmart in Phoenix is seeking a Sr. Director, CRM & Loyalty to align CRM and Loyalty functions with business growth. You will own email, SMS, push and direct channels, shaping the Treats Rewards strategy and member experience.

You will lead the Marketing Leadership Team, partner with Brand, Digital and Operations to deliver cohesive omnichannel journeys, drive engagement, frequency and lifetime value. The role emphasizes collaboration, data-driven decisioning and modernization of CRM