June 19, 2024


Clothes that smile

How PetSmart is Evolving to Meet Shifting Customer Needs

How PetSmart is Evolving to Meet Shifting Customer Needs

In episode 376 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Stacia Andersen, chief customer officer at PetSmart. In the wide-ranging conversation, Andersen discusses her current role and career background (0:41), why she was drawn to work in the pet category after a long stint at Target (2:48), and the genesis of PetSmart’s new small pet design collection with renowned home designers Nate Berkus and Jeremiah Brent (4:12).

Furthermore, Andersen shares how her prior experience in the home category aided in the creation of the collection (6:41), how PetSmart differentiates itself from competitors (7:53), and how the company’s internal teams work together to bring new ideas to life (9:50). Lastly, she discusses how the pet retailer collects and uses customer data to meet their needs (13:04), as well as what she believes PetSmart needs to do going forward to ensure future success in the increasingly competitive pet category (15:30).

Stacia Andersen joined PetSmart as executive vice president and chief customer officer in April 2019. Prior to PetSmart, Andersen served as brand president of Abercrombie & Fitch, where she led the rebuilding and transformation of all aspects of the Abercrombie & Fitch and abercrombie kids brands. Previously, she worked for Target for more than 20 years, where she held various leadership roles, including senior vice president of merchandising for several different divisions such as Apparel, Accessories and Baby, and Home and Seasonal.

Andersen is an active member of her community, having served in leadership roles for nonprofit organizations including the Minneapolis Institute of Arts and the Kids in Need Foundation. She currently serves on the advisory board of the Musical Instrument Museum. She’s also a champion of diversity, having served as an executive sponsor of the African American Business Council for Target. Andersen earned a Bachelor of Arts in Marketing and Communication from Buena Vista University.