Sr. Manager, Pet Services Strategy

Want to help pets live their best lives?

We're proud to be where the pets go and where the pet people go. If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you.

Our core values capture that spirit as we work to improve lives by doing what's right for pets and people.

• Pet First - Protect & Empower. All pets should Live their Best Life. We put the needs of pets and pet parents at the center of everything we do.
• Foster the Fun - Connect & Bond. Our Passion for pets brings us together! We celebrate the journey of pet parenthood through district experiences, products, and services.
• Let's Go! Own & Commit. We are stronger as One Petco team. We bring our unique superpowers and champion authenticity in everyone to drive success.

We're proud to be "where the pets go" to find everything they need to live their best lives for more than 60 years - from their favorite meals and toys, to trusted supplies and expert support from people who get it, because we live it. We believe in the universal truths of pet parenthood - the boundless boops, missing slippers, late night zoomies and everything in between. And we're here for it. Every tail wag, every vet visit, every step of the way. We are 29,000+ strong and together we nurture the pet-human bond in more than 1,500 Petco stores across the U.S., Mexico and Puerto Rico, 250+ Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. In 1999, we founded Petco Love. Together, we support thousands of local animal welfare groups nationwide and have helped find homes for approximately 7 million animals through in-store adoption events.

As the Senior Manager, Pet Services Customer Strategy, you will play a critical role in shaping, developing, and executing strategic initiatives to drive customer acquisition, cross-service attachment, and lifetime value (LTV) across Petco's Vet, Grooming, and Dog Training business units. You will own the development and optimization data-driven customer growth journeys that transition single-service or retail-only shoppers into deeply loyal, multi-service pet parents. Combining consumer insights, omni-channel friction reduction, and vendor partnerships, you will will lead strategic initiatives that integrate Pet Services offerings into the Petco ecosystem to maximize household share-of-wallet, customer value, and pet health outcomes.

Key Responsibilities:

Omnichannel Friction & Cross-Functional Partnership

• Drive the identification and resolution of customer experience pain points across all physical and digital touchpoints to streamline the customer experiences.
• Champion and influence the integration of Pet Services across channels, partnership closely with Digital, Media, SEO, and Integrated Marketing teams to ensure the Pet Services customer growth strategy is prioritized, consistently represented, and fully supported across all major marketing channels.

Vendor Partnerships & Go-To-Market (GTM)

• Lead strategic vendor partnerships and offers, collaborating with key external vendors to identify, negotiate, and implement strategic offers and promotions designed to accelerate customer acquisition or grow specific service categories.
• Own the Pet Services GTM calendar, ensuring service campaigns, vendor promos, and cross-functional marketing efforts are seamlessly coordinated and executed on schedule.

Customer Lifecycle & Growth Strategy

• Develop, own, and optimize end-to-end customer lifecycles that transition retail product shoppers into high-value service clients
• Develop strategies to maximize Lifetime Value (LTV) by building and optimize retention and win-back campaigns to increase visit frequency and minimize client churn across salons and hospitals.

Cross-Functional Collaboration & Alignment

• Lead and influence alignment across key business functions, including Operations, Marketing, Digital, Finance, Loyalty, and Creative, to ensure services-led customer growth strategies are operationally feasible and financially sound and aligned to Petco's broader business strategy.
• Drive operational readiness by partnering with Operations to ensure customer-facing campaigns align with services capacity, scheduling workflows, and in-store staffing levels.

Strategic Offer Modeling & Growth Reporting

• Lead the development and modeling of strategic offers designed to drive service trial, first-time visits, and returning customer frequency, ensuring a healthy balance between margin and volume.
• Establish and oversee measurement of promotion ROI, including tracking for trial and return-visit campaigns, reporting regularly on promotion lift, repeat booking behaviors, and incremental revenue.
• Synthesize and communicate performance for senior leadership, translating complex campaign outcomes and cohort performance into highly visual, impact-focused syntheses and presentations for senior leadership to guide future promotional investments.
• Establish and monitor key performance indicators and success measures for customer growth initiatives and use insights to influence business strategy and investment decisions.

Required Skills:

• Bachelor's degree in business, marketing, finance, strategy, or a related field, or equivalent experience combination of education and experience.
• 8+ years of experience in strategy, operations, management consulting, customer strategy, marketing, or related roles.
• Comfortable with working in a fast-paced, results driven environment
• Excellent communication and stakeholder management skills
• Proven track record of leading strategic initiatives, process improvement, acquiring cross-functional alignment and hitting goals
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
• Proficient Excel and PowerPoint skills, with highly developed presentation skills
• Passion to continuously provide exceptional customer service to all internal business partners
• Data-driven decision-maker with high degree of competence in analyzing data
• This position is deadline intensive and requires the ability to gracefully and seamlessly handle multiple tasks while simultaneously being highly visible
• Passion for innovation and using technology to drive efficiency
• Track record of successful cross-functional communication and project management
• Excellent partner and people management skills, driving a positive workplace culture and team environment

#LI-AT2

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

The pay ranges outlined below are presented in accordance with state-specific regulations. These ranges may differ in other areas and could be subject to variation based on regulatory minimum wage requirements. Actual pay rates will depend on factors such as position, location, level of experience, and applicable state or local minimum wage laws. If the regulatory minimum wage exceeds the minimum indicated in the pay range below, the regulatory minimum wage will be the minimum rate applied.

Salary Range: $137,100.00 - $227,000.00

Hourly or Salary Range will be reflected above. For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO - see https://careers.petco.com/us/en/key-benefits

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

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