Hybrid Position:
This position may be considered Hybrid based on PetSmart’s FlexSmart policy and business needs. A Hybrid work arrangement is considered to be a blend of onsite and remote work activity. Associates with a Hybrid work arrangement have a work space at Phoenix Home Office and can be required to come onsite between 1-5 days a week as determined by leadership and based on business needs.
SUMMARY
The Omni-Channel Associate Program Manager (Ship from Store) 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:
· Executes to enable and continually evolve key omni-channel programs and customer order fulfillment channels (e.g., Ship from Store, Same Day Delivery, Curbside Pickup etc.) to grow the programs and optimize the experiences that deliver on the digital and Omni-Channel strategies
· 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
· Executes and analyzes data simulations to help guide decisioning on order fulfillment routing logic and optimization to improve speed and cost
· Analyzes digital KPIs to identify performance trends, insights, and opportunities, execute strategies to drive sales and program enhancements utilizing skills in PowerPoint and Excel
· 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
· Partners with Digital Experience 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 and customer pain points to the team to develop enhancements needed for program success and utilizes A/B testing to measure success
· Engages with 3rd parties to manage programs and systems and serve as contact for vendors as needed, communicating, and acting with professional etiquette that represents the PetSmart brand
· Collaborates cross functionally with key business partners such as Supply Chain, Store Operations, Field Teams, IT, Finance, etc. to optimize fulfillment network, communicate upcoming initiatives, and serve as point of contact for digital team
· Supports new programs to drive initial execution and ongoing program optimization (location inventory, rate shopping tool)
· Reviews and analyzes online competitor programs; Report findings and provide appropriate counter-strategies and recommendations to cross-functional teams
· 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 our fulfillment capabilities with goal to improve metrics
· Provides subject matter expertise on digital fulfillment initiatives, projects, and testing and determines business requirements for new initiatives
· Engaged in learning new systems (Order Management, Content Management) to optimize Omni customer & 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 experience with Digital order fulfillment concepts or order management systems and routing logic
· 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 communicate program results and growth opportunities
· 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
At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.
Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.
Our home office offers outstanding amenities in a fun and rewarding workplace including:
