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PetSmart, Inc. Sr. Manager, Cross-site Experiences in Phoenix, Arizona

About the Team

The Digital team focuses on delivering a superior customer experience on 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.

About the Job


The (Senior) Manager, Cross-site Experiences executes the strategy and vision for cross-site experiences, including setting and executing site calendar, seasonal/holiday planning, cross-category experiences, and on-site search. All actions will ensure that key financial and site engagement metrics are achieved to drive omni sales and profit targets

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:

  • Defines annual site calendar, home page placements, promotional playbook for digital business. Sets plans based on seasonal activity, enterprise priorities, sales trends and future growth targets; Ensures site calendar process integrates into other enterprise planning processes

  • Sets the weekly site calendar activities to support the annual strategy; Works cross-functionally to develop and execute plans including defining message, identifying offers, choosing products, and integrating into marketing vehicles to drive awareness

  • Keeps all stakeholders informed of calendar to drive alignment and partnership; Ensures changes and updates are communicated and feedback loop is in place

  • Works with Marketing partners to ensure end-to-end landing experience is optimized for all other marketing vehicles that drive customers to site

  • Responsible for strategy, coordination and execution of cross-category digital experiences, key events and learning content

  • Executes digital seasonal/holiday strategy and execution; partners across the organization to ensure enterprise priorities are brought to life and optimized for digital customer journey

  • Builds key holiday and event assortments to drive online findability

  • Manage team in the determination and execution of onsite search strategy, searchable fields, relevancy ranking strategies and business rules (biases, thesaurus, redirects)

  • Perform competitive analyses on search trends in the marketplace to benchmark current capabilities and help drive the Onsite Search strategy

  • Own the onsite search tool, vendor relationship, road map, and tool administration

  • Analyze reporting to identify performance trends and opportunities. Communicate results and insights to the organization and use the information to drive cross-site experiences

  • Analyze business trends, key metrics, and online customer experience and react as necessary to ensure financial KPI’s are in range and being met or exceeded.

  • Partner across the digital organization to identify business optimization needs and drive strategy to implement

  • Responsible for the development and training of direct reports.

    KEY COMPETENCIES attributed to driving service include, but are not limited to the following:

    Knowledge Skills and Abilities

  • Understand the latest technology trends, new functionality and market demands.

  • Strong problem solving and analytical skills.

  • Excellent time management, multi-tasking, project management and organizational skills

  • Proven computer skills, including 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

  • Excellent problem-solving skills – able to identify, analyze and propose solutions to various technical and business issues

  • Good design aesthetic and a strong ability to judge visual appearance, ensuring alignment with brand and enterprise standards

  • Demonstrated ability to work in a fast-paced, “self-starter” environment serving as a catalyst for change and managing multiple work streams simultaneously

  • The ability to understand and explain complex issues, but also clearly identify and communicate the situation at a high level

  • Ability to synthesize data, understand financial metrics, identify trends and recommend viable solutions

  • Exhibit professional initiative and entrepreneurial drive


  • Bachelors degree in Business, Merchandising, Marketing or equivalent work experience

  • 7+ years of merchandising experience

  • 7+ years of experience in eCommerce

  • 5+ years of experience utilizing online analytics to optimize sales and customer experience


  • 3-5 years of experience working with an online platform (GSI, WCA, or equivalent)

  • 5+ years of experience working with analytics package (Omniture, Coremetrics or equivalent)

  • SEO knowledge preferred

About the Culture

Our home office offers outstanding amenities in a fun and rewarding workplace including:

  • Pet friendly environment, bring your pets to work!

  • A work-life balance and family events such as movie nights, art events and holiday festivals

  • “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers

  • “Sit & Stay” Café serving fresh breakfast and lunch options

  • Starbucks cart—productivity at its finest!

  • “Lil’ Paws” learning center and onsite daycare facility

  • Volunteer events with PetSmart Charities

  • Learn more about #LifeAtPetSmart here:

  • Check out Associate stories and share in some celebrations at PetSmart:

  • Explore PetSmart Benefits here:

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided a copy of a job description for the actual position you are hired in to. PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disabilty, as well as any other characteristic protected by federal, provincal or local law. Applicants must be over the age of 18. The employer will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.