Loyalty Operations Manager Jobs (NOW HIRING)

There are a lot of activities that happen in our stores so we have a strong cross-functional team focused on doing Anything for Pets by supporting the store teams through effective communications, processes and initiatives. The Store Strategy & Operations department leads the way to support all store activities and define business-driving strategies. The Workforce, Insights & Planning team owns labor optimization and reporting needs. The Operations & Innovation team owns merchandise execution, process improvement, compliance, store technology and innovation. And the Strategy team leads all the business-driving efforts for Salon, PetsHotel, Pet Training and In-store customer experience. These teams work diligently to ensure our associates, pets and pet parents are supported, while operating efficiently to drive the business.

Collaborative Work Environment:At PetSmart, 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 Merchandise Operations Manager serves as the primary Store Operations point of contact for merchandising, merchandise planning, pricing, and loyalty for in-store operations. This individual contributor role partners across Merchandising, Pricing, Loyalty, Marketing, Store Operations, Technology, Finance, and Field Leadership to translate enterprise strategies into clear, executable store processes. The position owns operational readiness and sustained execution for planner sets, planograms, pricing changes, promotional programs, loyalty initiatives, and related merchandise workstreams that improve the customer experience, simplify store execution, and drive sales, conversion, attachment, and loyalty.

• Own the operationalization and enablement of merchandising, merchandise planning, pricing, and loyalty initiatives, ensuring stores are equipped to execute consistently and drive sales.
• Translate merchandising, pricing, loyalty, planograms and planner set strategies into clear, practical, and executable store processes aligned with enterprise objectives.
• Drive alignment between Store Operations and partner teams through the commercial calendar, ensuring planner sets, planograms, pricing changes, promotions, and loyalty initiatives are coordinated, actionable, and executable for stores.
• Provide operational expertise and recommendations to improve the readiness, execution, adoption, and business impact of merchandise-related initiatives.
• Partner with Merchandising, Merchandise Planning, Pricing, Loyalty, Marketing, Technology, Finance, and Field teams to identify store impacts, execution risks, dependencies, and opportunities before initiatives launch.
• Identify operational obstacles and sources of store noise, develop solutions and recommendations, and simplify execution across planner sets, planograms, pricing, promotions, and loyalty programs.
• Foster partnerships between Field and Store Operations to gather feedback, validate execution requirements, and ensure merchandising and commercial initiatives are designed in the best interest of stores, customers, associates, and the brand.
• Oversee merchandise operations performance analysis, including field outlier follow-up, using insights to improve execution, adoption, and business results.
• Ensure timely, concise communication with project stakeholders and field leaders to drive visibility, readiness, and successful execution of merchandise operations initiatives.
• Prioritize and manage multiple projects and recurring business activities in a high-velocity environment, including escalation and contingency planning when execution risks arise.
• Support additional operations programs, projects, and store execution activities as assigned.

• This is an individual contributor role with no direct supervisory responsibilities. The role leads through influence, cross-functional partnership, and operational expertise.

• Bachelor's degree from a four-year college or university in business administration, retail management, merchandising, operations, or a related field is preferred.
• 3-5 years of retail operations, merchandising operations, merchandise planning, pricing, loyalty, project management, or related experience is required.
• Experience supporting enterprise retail initiatives and influencing cross-functional partners is preferred.
• Equivalent combination of education and experience is required.
• 10-15% Travel to stores, field meetings and company events may be required.

• Strong knowledge of retail merchandising and store operations, with the ability to evaluate initiatives through a store execution, customer, and commercial lens.
• Ability to translate complex merchandising, pricing, loyalty, planograms and planner set requirements into clear and executable store processes.
• Effective written and verbal communication skills, with the ability to articulate operational requirements to field and corporate audiences.
• Strong cross-functional partnership and influencing skills, including the ability to align stakeholders with competing priorities.
• Ability to prioritize multiple tasks and projects in a high-velocity environment while maintaining attention to detail and execution accuracy.
• Ability to identify operational risks, develop contingency plans, and recommend solutions that simplify store execution.
• Analytical skills with the ability to interpret merchandise, pricing, loyalty, and field data, identify outliers, and translate insights into action.
• High ethical standards and the ability to handle sensitive information with confidentiality.
• Proficient in Microsoft Office, including Excel, PowerPoint, Word, and Outlook.

• This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients.
• Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results.
• On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.

* This is not intended to be an all-inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.

Our associates are the heart of Team PetSmart. Together, we're building the best team in retail through our values-based culture, connection, and teamwork. Our goal is to create a culture where associates learn and grow together, thrive as effective teams and challenge each other to be the best they can be. 

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

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• "Top Dog" gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• "Sit & Stay" Cafe serving fresh breakfast and lunch options, snacks, & more
• "Lil Paws" NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.