Sr Specialist, Personalized Marketing

About The Team

The Customer Experience (Marketing) team works to showcase our brand through the lens of expertise and love. They work to provide a personalized experience for our consumers backed by best-in-class, data-driven marketing capabilities. The Customer Experience team focuses across 4 departments including, Marketing, Creative, Communications, and our Loyalty & CRM team. Everyone brings their own point of view to create a unique experience for the pets and pet parents.

Collaborative Work Environment:
At Pet Smart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

The Loyalty & Personalization team is seeking a Sr. Specialist, Personalized Marketing who thrives at the intersection of strategy and execution. This role is ideal for a marketing professional who enjoys turning complex briefs into actionable, customer-facing communications, managing multiple work streams simultaneously, and pushing personalization forward through data, AI, and thoughtful experimentation.

This is an individual contributor role focused on translating CRM strategy into high-quality execution. This individual will act as a strategic thought partner and day-to-day operator
, partnering closely with cross-functional teams to bring CRM campaigns across email, SMS, push, and emerging channels from concept to launch. You’ll spend much of your time creating clear datasheets and briefs, managing Workfront jobs, and ensuring projects move efficiently through the pipeline—while also influencing strategy, personalization approach, and continuous improvement.

Pet Smart is rapidly evolving its CRM and personalization capabilities, and this role plays a critical part in helping evolve how we communicate with customers by executing and optimizing CRM campaigns at scale in increasingly relevant, personalized ways.

• Serve as a strategic thought partner in CRM working sessions, translating marketing briefs into executable, customer-centric communication strategies
• Participate in monthly campaign calendar planning and weekly channel planning sessions, contributing ideas, recommendations, and optimization opportunities
• Help challenge the status quo by identifying ways to improve targeting, personalization, messaging, and process efficiency
• Create detailed CRM datasheets and campaign briefs that clearly outline objectives, targeting, messaging, offers, and personalization logic
• Prepare and manage campaign request forms, ensuring all required inputs (copy, disclaimers, URLs, assets, personalization rules) are accurate and complete
• Collaborate with audience, database, and analytics partners to define customer segments and personalization strategies
• Execute and coordinate promotional offer setup across in-store and digital experiences, including coupon and offer asset creation when needed
• Maintain campaign performance tracking and support hypothesis-driven test-and-learn initiatives
• Partner with leadership to interpret results and share insights with internal stakeholders
• Leverage AI, automation, and personalization engines to enhance relevance, efficiency, and customer experience
• Stay curious and forward-thinking about emerging CRM tools, AI capabilities, and personalization best practices

• Bachelor’s degree from a four-year college or university in Marketing, Merchandising, Business or other relevant path
• Minimum three years of relevant marketing experience
• Previous experience in CRM including email, SMS or mobile push preferred
• Excellent attention to detail and bias for customer-centric planning
• Strong organizational skills and able to prioritize tasks and project timelines as necessary
• Must be able to work in a fast-paced environment where priorities can change quickly
• Strong collaboration and relationship-builder, both internally and externally, with…