Virtual Associate Director Loyalty And Retention Programs

Our Opportunity

This leader is responsible for supporting the ideation, strategic road mapping, project management and ongoing evolution of Chewy’s surprise and delight programs, commonly known as “WOW.” The leader in this space should take a holistic approach to customer journey mapping, and partner cross-functionally with Customer Care, Integrated Marketing, Public Relations and other key verticals, to drive maximum, measurable impact to customer behavior and engagement with the Chewy brand. The leader in this role should be able to think critically, be comfortable with data in understanding the impact of the programs we manage, and have a relentless curiosity and drive to iterate, test, tweak, scrap or scale new programs.

What You’ll Do

• Think into the future and closely follow the customer lifecycle to ensure WOW programs align with critical milestones as part of a comprehensive engagement strategy (i.e. Sympathy arrangements for pet passing) #CustomersFirst
• Stay ahead of process and growth challenges to ensure scalability of programs, which includes considerations of cost, headcount, facilities, vendors, technology, etc. Chewy’s growth is just getting started, and you’ll have to ensure nothing ‘breaks’ or ‘runs out’ – you know the growth is coming, it’s your responsibly to keep up, #AccelerateTime and #ThinkBig
• Maintain overall service delivery to internal and external customers, inclusive of SLA management, product quality, vendor-side support, and all other controllable inputs. While some elements of this process will be managed by our WOW Operations team, it’s your responsibility to inspect, ask questions, support, and ensure we are controlling for the cost of these programs as part of the ROI #ActAsAnOwner
• Develop and maintain measurement framework to understand the effectiveness of current and new programs to ensure the desired impact is being delivered. If the results are not meeting expectations, have a process in place to fail fast, learn from what didn’t work, and re-test. We are not married to specific product or programs…we are married to the idea of engaging with our customers. At Chewy, curiosity won’t kill the cat. #OperateAtDepth
• Build a world-class Program Management team with a clear ownership structure for WOW programs. Each part of the WOW Journey/Experience should have a single-threaded owner who lives in the details, evolves the program, and pushes the boundaries of the status quo. What got us here will not necessarily get us there – we need a strong team of thinkers who are empowered to make high-quality decisions that will transform the customer experience. #BuildHighPerformingTeams

What You’ll Need

• 7+ years in a Marketing or Customer Experience leadership role, with at least a Bachelor’s degree in Marketing, Communications or a related field.
• A history of defining program requirements that drive intended results, and using data and metrics to determine their effectiveness (in the case of this team, inventing metrics might also come with the territory), preferably with a focus on customer segmentation, retention marketing, or acquisition marketing
• Strong communication skills, especially written communications, as you’ll be responsible for writing documents with clear program strategies that tell compelling stories with clear value propositions
• Strong ability to manage numerous programs and projects simultaneously, managing timelines and resources effectively to hit deadlines and protect customer experience in a cross-functional setting
• Track record of mentoring team members through various career stages and building high-performance teams
• Some travel may be required

Why Chewy Customer Service?

It's not just about us. It is also about what you get. That's why in Chewy Customer Service, you are empowered to become your best.

• YOU BELONG: Chewy is a place where you can be your authentic self. Our pet parents and partners are from everywhere-different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!
• YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best – no matter your role or location.
• YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
• YOU WILL GET SUPPORT: When you join Chewy Customer Service, you will have ongoing training and development, resources, and opportunities to become your best.
• YOU WILL GET REWARDED: Chewy has you covered when it comes to competitive wages, medical & dental insurance, 401k, and happy hour. Of course, the biggest perk is the ability to work together with other smart, driven, and passionate Chewtopians who are making an impact each day.