What are the responsibilities and job description for the Associate Program Manager, Omni Channels position at PetSmart?
About the Team
About the Job
The Omni-Channel Associate Program Manager is responsible for driving the execution of key omni-channel programs aimed to increase customer engagement and drive the Digital business forward.
Key competencies attributed to driving service include, but are not limited to the following:
About the Culture
Our home office offers outstanding amenities in a fun and rewarding workplace including:
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.
About the Job
The Omni-Channel Associate Program Manager 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, AutoShip, etc.) to grow the programs and optimize the experiences
- Analyzes digital KPIs to identify performance trends and opportunities, execute strategies to drive sales and program enhancements
- 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 team to develop enhancements needed for program success
- Engages with 3rd parties to manage programs (e.g., DoorDash)
- Collaborates with Supply Chain and Stores to optimize fulfillment network
- 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 optimize the site and improve metrics
- Provides subject matter expertise on digital initiatives, projects, and testing
Key competencies attributed to driving service include, but are not limited to the following:
Knowledge Skills and Abilities
- Bachelor’s degree required
- Minimum 1 year 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
- Excellent problem solving skills – able to identify, analyze and propose solutions to various technical and business issues
- 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
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: https://www.lifeatpetsmart.com/life-at-petsmart/
- Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
- Explore PetSmart Benefits here: https://benefits.petsmart.com/
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