Community Manager

There are a lot of activities that happen in our stores so we have a strong cross‑functional team focused on doing Anything for Pets by supporting the store teams through effective communications, processes and initiatives. The Store Strategy & Operations department leads the way to support all store activities and define business-driving strategies. The Workforce, Insights & Planning team owns labor optimization and reporting needs.

The Operations & Innovation team owns merchandise execution, process improvement, compliance, store technology and innovation. And the Strategy team leads all the business-driving efforts for Salon, Pets Hotel, Pet Training and In‑store customer experience. These teams work diligently to ensure our associates, pets and pet parents are supported, while operating efficiently to drive the business.

Collaborative Work Environment:At Pet Smart, 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.

The Customer Experience Manager owns operational initiatives, customer experience programs, and enterprise store support for Pet Smart’s customer experience strategy, Voice of the Customer (VoC) program, customer service model, and customer loyalty enablement. This individual contributor partners across Store Operations, Field Leadership, Marketing, Loyalty, Merchandising, Services, Digital, and enterprise teams to translate customer experience strategies into clear, executable operational processes. The role leverages customer insights, satisfaction trends, associate feedback, and business performance data to improve the customer and associate experience, strengthen loyalty, increase conversion and attachment, and drive long‑term sales growth while reducing operational complexity for stores.

Essential Duties & Responsibilities

• Lead operational execution, store readiness, and execution enablement for the enterprise customer experience program, including the customer service model, Voice of the Customer (VoC), and related customer experience initiatives.
• Serve as the primary operational owner for the Medallia platform, vendor relationship, and Voice of the Customer program, driving platform governance, business adoption, reporting enhancements, and continuous program evolution.
• Own cross‑functional partnerships supporting the customer experience roadmap, ensuring alignment between customer experience strategy, enterprise priorities, customer insights, and operational execution.
• Translate customer experience strategies and complex cross‑functional initiatives into clear, practical, and executable store processes while maintaining alignment with enterprise objectives.
• Support alignment between Operations and Strategy through the commercial calendar for customer experience activities, ensuring stores receive coordinated, timely, and actionable direction.
• Develop and implement customer experience initiatives that improve customer satisfaction, strengthen loyalty, increase conversion and attachment, and drive long‑term sales growth.
• Collect, analyze, and interpret customer feedback, satisfaction trends, associate insights, operational metrics, and business performance to identify opportunities, uncover root causes, and recommend data‑driven improvements that enhance customer, associate, and business outcomes.
• Own customer experience reporting, executive insights, program measurement, and field outlier…