Director – Digital Merchandising and Marketplace

About the Team


About the Location

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.

About the Job

About the Role

The Director, Digital Merchandising and Marketplace is responsible for defining and leading the enterprise strategy for PetSmart's digital storefront, creating engaging customer experiences that drive awareness, consideration, conversion, and long-term loyalty.

This leader owns the vision, planning, and execution of cross-site merchandising experiences across web and mobile, including the homepage, promotional and seasonal experiences, deal destinations, campaign landing pages, and enterprise messaging. They also lead the digital commercialization strategy for PetSmart's largest promotional events—including sitewide sales, holiday campaigns, Autoship offers, and other enterprise initiatives—ensuring every customer touchpoint delivers a consistent, compelling, and measurable experience.

Working across Marketing, Merchandising, Pricing, Loyalty, CRM, Product, UX, Analytics, Technology, and Operations, this leader orchestrates the end-to-end execution of the commercial calendar while continuously evolving the digital storefront to meet changing customer expectations and business priorities.

As a senior leader within Digital, this role establishes the operating model for enterprise promotional execution, influences strategic investments, and develops organizational capabilities that enable scalable growth across PetSmart's digital business.

The ideal candidate brings extensive experience leading digital storefront strategy within a large omnichannel retailer, combining strong commercial instincts with customer-centric thinking, operational excellence, and executive influence.

Key Responsibilities

Enterprise Storefront Strategy

• Define the long-term vision and strategy for PetSmart's digital storefront across web and mobile, ensuring every customer touchpoint supports enterprise growth objectives and delivers a best-in-class shopping experience.
• Own the merchandising strategy for high-impact customer experiences including the homepage, promotional destinations, seasonal experiences, deal hubs, and campaign landing pages.
• Develop scalable merchandising frameworks that balance customer inspiration, commercial priorities, personalization, and operational efficiency.
• Continuously evolve the digital storefront based on customer behavior, competitive trends, emerging technologies, and business priorities.

Promotional Strategy & Commercial Planning

• Own the digital commercialization strategy and execution for enterprise promotional moments, including sitewide sales, holiday campaigns, Autoship events, major category events, and other high-impact initiatives.
• Partner with Marketing, Merchandising, Pricing, Loyalty, and CRM to develop integrated promotional strategies that maximize customer engagement and business performance.
• Lead enterprise commercial calendar planning for digital, ensuring promotional priorities are sequenced effectively across channels and customer touchpoints.
• Establish governance and cross-functional planning processes that improve execution, visibility, accountability, and speed across major initiatives.

Customer Experience & Digital Storytelling

• Shape how PetSmart's brand, value proposition, and promotional messages are experienced across digital channels.
• Develop compelling merchandising and content strategies that inspire customers while simplifying the path to purchase.
• Partner closely with UX, Creative, Product, and Marketing to continuously improve storefront experiences through testing, personalization, and innovation.
• Ensure consistent customer messaging across homepage, navigation, promotional content, and campaign experiences.

Business Performance & Optimization

• Establish success metrics for storefront performance, promotional effectiveness, customer engagement, and digital conversion.
• Leverage analytics, experimentation, and customer insights to identify optimization opportunities and improve business outcomes.
• Translate complex data into strategic recommendations that influence executive decision-making and future investment priorities.
• Champion a culture of continuous experimentation to improve merchandising effectiveness and customer engagement.

Organizational Leadership & Cross-Functional Influence

• Lead and develop a high-performing organization of merchandising leaders and individual contributors through coaching, empowerment, and accountability.
• Serve as the enterprise leader for digital commercialization, aligning diverse stakeholders around shared priorities and customer outcomes.
• Influence cross-functional roadmaps across Product, Marketing, Technology, Merchandising, and Operations to enable future merchandising capabilities.
• Drive continuous improvement in operating models, governance, and execution processes to support scalable digital growth.

Qualifications

• 10+ years of progressive experience in ecommerce, digital merchandising, digital marketing, or digital experience management within a large omnichannel retailer.
• 7+ years of experience leading high-performing teams, including managing managers and developing future leaders.
• Proven success developing enterprise merchandising or storefront strategies that drive measurable digital growth.
• Demonstrated experience leading large-scale promotional planning, commercialization, and cross-functional program execution.
• Proven understanding of digital customer journeys, content strategy, homepage optimization, promotional merchandising, personalization, and customer engagement.
• Experience influencing executive stakeholders and aligning cross-functional organizations around shared business objectives.
• Deep analytical capabilities with experience leveraging customer insights, experimentation, and performance metrics to inform strategic decisions.
• Exceptional communication and executive storytelling skills.
• Bachelor's degree or equivalent professional experience; MBA preferred.

Additional Job Considerations

• 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.

About the Culture

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” Café 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.