Pet360, Inc. is the largest and fastest growing integrated media & ecommerce company dedicated to the U.S. consumer pet industry. We are headquartered in the Philadelphia area with offices in NYC, Miami, Colorado and Louisville and have distribution centers on both coasts.  We are redefining the pet parenting experience by providing pet owners easy access to the tools and resources they need – trusted information from a team of experts, connections to other pet parents, and convenient online ordering solutions for pet food, meds and supplies.

As the company continues to grow, we’re looking to expand the Pet360 Pack by adding talented individuals who enjoy an innovative, fast-paced and entrepreneurial environment where change is encouraged and your impact is instantly visible. The company is backed by leading private equity and venture capital firms and is well capitalized to continue our exceptional growth. Our family of premium brands includes Pet360.com – the most comprehensive online resource for pet parents; petMD.com – the world’s largest digital resource for pet health information; PetFoodDirect.com – the leading online retailer of pet food, medications and supplies; BlogPaws – the largest professional network of pet bloggers and social media enthusiasts; and Only Natural Pet – a complete line of natural pet supplies specifically formulated to be biologically appropriate for cats and dogs. Today, our network reaches more than 12 million pet parents each month!

The petMD Director of Customer Experience will serve as the leader accountable for creating a world-class customer engagement experience for pet parents across all digital platforms (web, mobile & tablet) in support of the petMD brand. This position will be responsible for developing a comprehensive vision for petMD.com, leveraging customer data and insights to create a digital content and media experience to elevate the brand and support pet parents and advertisers based on their needs. 

We are looking for a strong leader with passion, energy, intellect and drive that can bring fresh ideas, a strategic mind and an ability to grow the petMD brand.  This person will have the primary responsibility for managing site operations, the overall growth strategy, organizational leadership and financial and organizational management.

This is a great opportunity for a strong web business leader with strong experience prioritizing activities, leading both internal and external partners, and a passion for developing content-rich sites.

Position Profile

• Set the long-term vision and near-term plan for petMD.com, and collaborate across functions to produce a differentiated and world-class customer experience.
• Own the consumer experience through rapid delivery of new programs that embrace the customer’s wants and needs, while properly balancing advertising sales programs and editorial integrity.
• Ensure that new products/features, once created, are properly understood internally and promoted effectively to petMD.com visitors and across the Pet360, Inc. network, while ensuring all associated functions are fully-engaged and working in close collaboration.
• Optimize the end-to-end user journey; ensuring the delivery of a seamless on-brand customer experience with the objective of improving customer engagement, user generated content, conversion and revenue.
• Work closely with advertising sales and editorial to support the sales process from concept development through execution and analysis.
• Accountable for achieving all customer experience targets & KPIs.

• Work effectively with other business units to introduce new products, prioritize future development for the company roadmap and provide regular insights and feedback from customers.

• Influence a wide range of stakeholders across multiple functions in order to bring them on the journey and ensure successful delivery.
• Ensure stakeholders and senior management remain kept up-to-date with initiatives and progress.

Requirements:

• Demonstrated experience in managing a digital content property and balancing editorial integrity with advertising sales programs.
• Natural leader adept in team building, leading and inspiring a team.
• Resourceful, entrepreneurial spirit who can lead by example.
• Establish and track business metrics to drive decisions for the organization.
• Excellent communications – able to take complex information and succinctly and effectively communicate both in verbal and written formats.
• Organized – able to keep multiple balls in the air and to deconstruct complex activities into their component parts, track those parts, and manage the activities to completion.
• Strong Business Sense - an excellent understanding of costs and benefits and an ability to use that understanding to prioritize activities.  Understanding of web monetization is a must.
• Ability to analyze and interpret complex financial and operational data and prepare business reports, projections, and recommendations.
• Webby - a natural inquisitiveness to what is happening online and how that may be incorporated into petMD.  In addition, a solid understanding of web technologies and how to manage feature development is a plus.
• Bachelor’s degree; MBA a plus.
• Experience managing online operations is a MUST.

If this sounds like you, we want to meet you. Here are just a few of the reasons we love working for Pet360:

• Culture of transparency and trust. Every single employee gets a monthly report detailing sales, page views, visits, ad revenue, and much more.
• We're a small team which means everyone can make a big contribution to our business.
• Competitive salary and benefits (Medical, dental, 401k with company match).
• Generous discount for pet products.