Create a healthier, brighter future for pets, pet parents and people!

　　If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you.

　　Our core values capture that spirit as we work to improve lives by doing what’s right for pets, people and our planet.

　　We love all pets like our own

　　We’re the future of the pet industry

　　We’re here to improve lives

　　We drive outstanding results together

　　We’re welcome as we are

　　Petco is a category-defining health and wellness company focused on improving the lives of pets, pet parents and Petco partners. We are 29,000 strong, working together across 1,500+ pet care centers, 250+ Vetco Total Care hospitals, hundreds of preventive care clinics, eight distribution centers and two support centers.

　　The Customer organization’s mission is to drive customer obsession across our teams and programs in order to deliver an outstanding customer experience, leading to engagement, loyalty, retention, and profitability. The Customer Journey & Personalization team specifically works to elevate and amplify optimized customer journeys, set enterprise personalization strategy, and enable powerful customer-led programs.

　　This role will report to the VP of Customer Experience and Personalization, and they will lead a team, and own developing a comprehensive customer lifecycle vision and strategy that drives customer acquisition, retention, and loyalty across Petco’s businesses, reducing customer frustration and friction. This is an important role that will help lay the foundation for our enterprise customer strategy, partnering across the company with marketing, analytics, digital, merchandising, product, and engineering teams.

　　Responsibilities:

　　Maintain an intimate knowledge of customer needs and competitive pressures and use this knowledge to create timely insights and personalization initiatives.

　　Facilitate orchestration of customer journey strategies across omnichannel mechanisms, including stores, direct mail, web, app, email, social, push, and SMS.

　　Lead development of user experiences and customer journey maps based on customer research in alignment with the customer digital strategy.

　　Leverage stakeholder interviews to build better processes and tools to enable teams to create more seamless, personalized customer journeys.

　　Partner with Marketing, Merchandising and Digital Product teams to optimize and personalize the customer journey leveraging personalization tools to guide delivery of the right offer/message to the right members to drive increase sales and profitability.

　　Monitor internal processes and procedures to ensure digital customer journey remains relevant and compliant.

　　Provide thought leadership and strategic guidance to senior leadership on customer journey & personalization initiatives and communicate progress and results to stakeholders across the enterprise.

　　Drive constant and agile 'test and learn' approach to developing strategic programs and customer experiences, leveraging customer segmentation and personalization.

　　Support customer-led initiatives in established enterprise planning processes – e.g., long range planning, annual planning, and continuous plan updates.

　　Align on success KPIs through cross-enterprise collaboration, developing mechanisms to measure success of programs, and ensure alignment with business goals.

　　Determine strategic opportunities to evolve and expand customer journey strategies to drive increased customer lifetime value, including ongoing competitor assessments, and guiding customer research and benchmarking.

　　Track industry trends and emerging technologies to determine opportunities for innovation.

　　Qualifications:

　　Bachelor’s degree required, master’s degree a plus.

　　7-10 years of experience in UX, Product Design/UI, Personalization, within ecommerce, preferably with retail experience.

　　Experience leading and building a team within an enterprise and partnering with cross-functional teams.

　　Has deep UX experience, including customer experience research and UI design.

　　Experience crafting a personalization vision, with end-to-end customer journey maps/customer lifecycle marketing and finding & prioritizing customer gaps.

　　Using insights, VOC and market research to identify gaps in the journey and create action plans and strategies.

　　Ability to articulate complex ideas in a clear and concise story to peers and executive teams.

　　#LI-NN1

　　Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

　　The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.

　　$139,400.00 - $209,100.00

　　/ year

　　Exact rate of pay will be based on position, location, and experience level. For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO -see https://careers.petco.com/us/en/key-benefits

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