Manager, Business Projects (CRM)

Petco | San Diego, CA

Posted Date 10/08/2020

Our vision at Petco is Healthier Pets. Happier People. Better World. We’re making things better for pets, people and the planet through our Think Adoption First philosophy, the Petco Foundation and other important initiatives that focus on putting animals first, educating pet parents and reducing our carbon footprint. The journey starts with knowledgeable, passionately engaged associates who are proud to recommend Petco as a place to work, who believe in our Vision and who are committed to delivering a superior customer experience.

From our retail stores and our network of Distribution Centers to our Corporate offices, you'll work with others who share your values and commitment. We seek individuals who are passionate about animal welfare, have great people skills and are driven to grow and advance in their careers with us. Our ongoing growth is creating exceptional opportunities for professional development and personal enrichment throughout our organization.

Position Purpose:

The Petco Marketing team is looking for a superstar project manager to help us coordinate and accelerate CRM marketing programs, processes, and technology. You’ll be the “glue” of the team, bringing together various teams from across the enterprise to collaborate and deliver world-class customer experiences. Success in this role requires a willingness to move fluidly between process, technology, program and project management activities. Focus of this position is in driving efficiency and schedule improvements in CRM and implementing new CRM technology with accountability to the Head of Marketing Operations and the Head of CRM.

Initially, this role will own one of key initiatives which will leverage existing and new platforms and processes to establish a foundation for personalized, data-driven, insight-based marketing through shared data which is accessible by all partners (customer care, in-store, marketing, ecom, etc). This project will build respective business processes, select tools and platforms, and add teams with specific skills to use them, all in service of best possible customer experience. It will look at the organizational and foundational elements of Marketing campaigns and personalize customer experiences to meet the customer where they are.

Overtime, this role will expand into owning all other projects across the CRM org, as needed; it will manage, execute and implement PM processes within established frameworks. Additionally, it will solution for gaps in process & program management as well as offer alternatives for remediation. The candidate will respond and react to the needs of the business in alignment with Marketing Operations, processes, pillars and best practices. With help from Director, Program and Project Management, the candidate will build, grow and strengthen relationships all around the CRM org, both internally to Petco Marketing and externally to vendors and agencies as needed.

This role is going to effortlessly oscillate between 10,000 ft and boots on the ground view. This is a Sr level role focused on holistic approach to the program. The candidate will understand “the why,” and dig deep to assist working teams in driving the initiative forward. A cross-functional plater, the candidate will have excellent inter- and intra- dependency planning skills, be able to negotiate timelines with the goal of protecting the Petco go live date, as well as understand business process and underlying technology needed to accomplish objectives.

This role is operational in nature, it assists in tying strategy with technology roadmaps, and is rooted in seeing needs from a customer experience lens. The candidate will build and understand the plan and work the plan, understand the business rationale, and be able cleanly to translate that into the plan. The candidate must have strong vendor management skills, be able to work with multiple PMs at the same time, drive awareness to get tasks done.

Candidates in coming from managing large-scale CRM projects with SFMC as the technology component are preferred.

Communication skills across the Executive Suite, external vendors and boots on the ground are required.

Relocation to San Diego will be required at some point, once Covid-19 restrictions have been lifted.

Primary Objective of the Project Manager:

Relentlessly identify, analyze and implement efficiencies that enable in-scope and on-time execution and delivery of CRM campaigns, programs, processes and associated assets using demonstrated expertise in program, project and process management. Lead marketing portion of new CRM technology and platform and project plan associated customer experiences the technology enables.


· Program, Project & Process improvement: Using exceptional project management techniques, direct, design and execute processes and relentlessly drive timelines that assist marketing partners to deliver a range of marketing programs on-time and in-scope.

· Process & Program management: Provide Program/Project management leadership for CRM initiatives, includes leading a regular cadence of forums and detailed documentation of progress, issues, actions, status and closed loop post analysis.

· Complex Problem Solving and Solutioning: Proactively identify and tackle problems with the ability to take complex situations and distill them down to simple and easy to understand analyses. Provide regular operational and status reporting.

· Understand the CRM data and content systems and how they fit into the applicable Marketing metaprocess.

· Drive sharing of best practices and learnings across marketing teams.

· Acts as a functional manager but will not manage other employees as a primary job function.

· Trusted advisor to the management team regarding the effectiveness in the CRM team processes and delivery.

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