Loyalty & Member Experience Specialist

About the Team

The Customer Experience (Marketing) team showcases our brand through expertise and love, providing a personalized experience for consumers backed by best-in-class, data-driven marketing capabilities. The team focuses across Marketing, Creative, Communications, and Loyalty & CRM to create unique experiences for pets and pet parents.

Collaborative work environment at our Phoenix Home Office with a minimum of four in-office days per week and one remote flex day as approved by the leader. The hybrid approach supports collaboration and flexibility.

The Loyalty & Member Experience Specialist drives Pet Smart’s mission to help everyone experience more joy with pets. By elevating the Treats Rewards program through strategic collaboration and innovative storytelling, the Specialist transforms everyday interactions into moments that matter, building trust, advocacy, and long‑term relationships with members and associates.

• Champion member experience by acting as a trusted advocate for Treats Rewards members, ensuring every interaction reflects exceptional care and personalized engagement.
• Develop best‑in‑class resources that empower teams to deliver consistent, exceptional experiences.
• Leverage member feedback insights to influence program enhancements and deliver proactive solutions with our program strategy team.
• Use Voice of Customer insights to strengthen member relationships and deliver personalized, solution‑oriented experiences.
• 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 Pet Smart Charities partnerships and events, connecting members to causes that matter and fostering shared purpose.
• 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.

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

• Strategic
  
  Collaboration:
  
  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.

• 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.
• 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.
• Initiative and contribution to 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 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.

• Requires collaboration, teamwork, and face‑to‑face interaction with colleagues, leaders, and/or clients.
• On‑site presence ensures access to leaders, cross‑functional partners, and resources necessary to make timely decisions and drive results.
• In accordance with our Flex Smart policy, the on‑site presence supports our culture of innovation, mentorship, and engagement integral to our…