ABOUT THE TEAM
The Digital team focuses on delivering a superior customer experience on petsmart.com and our mobile app. The team also guides revenue and profit growth for the digital business. Digital team associates focus on delivering initiatives that help our pet parents find and discover products, bring enterprise priorities to life digitally, design new user experiences, build new features and capabilities, and manage key omni-channel programs. We work to showcase our brand digitally through the lens of expertise and love and to provide a personalized experience for our consumers. The team takes a data-driven approach and leverages quantitative and qualitative insights to optimize the experience and make business decisions.
SUMMARY
The Omni-Channel Associate Program Manager on the Digital Team is responsible for driving the execution of key omni-channel programs aimed to increase customer engagement and drive the Digital business forward.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:
- Delivers the execution of key omni-channel programs (e.g., Same Day Delivery, Curbside Pickup etc.) to grow the programs and optimize the experiences
- Ability to be business owner of an omni channel program(s) through communicating program growth, results, opportunities to cross-functional partners, vendors, as well as market program to drive sales and engagement
- Analyzes digital KPIs to identify performance trends, insights, and opportunities, execute strategies to drive sales and program enhancements utilizing skills in Powerpoint and Excel
- Responsible for analyzing daily, weekly, monthly, etc. core KPI metrics tied to programs and strategies for digital order fulfillment and reporting out on frequent cadence
- Partners with Digital Merchandising and Cross-site teams to ensure programs are integrated into customer journey to drive awareness and engagement
- Collaborates with Product and User experience by communicating customer or associate pain points to the team to develop enhancements needed for program success
- Engages with 3rd parties to manage programs (e.g., DoorDash) and serve as main contact for vendor, communicating and acting with professional etiquette that represents the PetSmart brand
- Collaborates with Supply Chain and Stores to optimize fulfillment network, communicate upcoming initiatives, and serve as point of contact for digital team
- Collaborates with digital buying and merchandising team on quarterly priorities to ensure alignment across program roadmap, merchandising priorities on site, and financial recaps
- Supports new programs to drive initial execution and ongoing program optimization
- Reviews and analyzes online competitor programs; Report findings and provide appropriate counter-strategies.
- Researches feedback from all available resources: customer service, customer feedback reporting, product ratings and reviews, social media, store partners and utilize the information to make recommendations and optimize the site with goal to improve metrics
Provides subject matter expertise on digital initiatives, projects, and testingEngaged in learning new systems (Order Management, Content Management, Search Engine) to optimize Omni customer journey & fulfillment experience
KEY COMPETENCIES attributed to driving service include, but are not limited to the following:
KNOWLEDGE SKILLS AND ABILITIES
- Bachelor’s degree required
- 2+ years cross functional experience
- Excellent problem solving and analytical skills
- Deep process/program management skills
- Excellent time management, multi-tasking, and organizational skills
- Proficiency with Microsoft office applications, including intermediate capabilities with Excel and Word
- High degree of internet savvy, with a curiosity and enthusiasm for digital trends, retail trends, and tech trends
- Excellent problem solving skills - able to identify, analyze and propose solutions to various technical and business issues
- Utilize analytical skills to strategically think of future enhancements to build out quarter and yearly roadmaps and reporting recaps
- Presentation skills to report on program growth, insights, opportunities to leadership
- Excellent communication skills to ensure alignment across cross-functional teams and ability to communicate program growth
- Above average command of English; proficiency with a variety of writing styles
- Demonstrated ability to work in a fast-paced, “self-starter” environment serving as a catalyst for change and managing multiple work streams simultaneously
- Exhibit professional initiative and entrepreneurial drive
- Professional brand presence and etiquette for internal and external relationships
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