Our Opportunity:
Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We are obsessed with meeting the needs of pets and pet parents and exceeding customer expectations through every interaction.
Chewy’s Customer Relationship Management (CRM) team is focused on scalable delivery of highly personalized messages to Chewy customers across Chewy’s on and off-site marketing channels (email, push, Chewy.com, Chewy app, social media handles).
We are looking for an experienced Associate Director, CRM Marketing to lead and grow a team of markers in our Boston, MA or Plantation, FL office. In this highly visible leadership role, you will shape & build lifecycle marketing strategies for Chewy’s customers and will be critical to Chewy’s long-term success. As a marketing leader, you will develop and own the strategy related to the customer lifecycle at Chewy, and work, and work with the CRM engineering team to launch “always-on” programs that raise the CX bar for our customers. You will work cross-functionally across Technology, Merchandising, Customer Service, Data Science, and Executive teams to create, build and execute the CRM vision
What You'll Do:
- Own, develop and communicate strategic long-term CRM roadmap to senior leadership
• Manage a team to deliver a CRM Early tenure strategy, prioritize features, build consensus w/ partner teams, and coordinate feature releases and internal/external communications
• Partner with software and data engineers, analysts, merchandisers, and business leaders to deliver the vision set out in the strategy, measure success and communicate work across organization
• Acquire a deep understanding of the pet industry and be the subject matter expert (SME) for chewys active customer base to understand purchase and retention strategies.
• Identify risks and opportunities and drive accountability for goals and key performance indicators with cross functional partners
• Communicate strategy and status to key stakeholders across Chewy; develop intake process for feature enhancement suggestions
• Utilize data to understand customer behavior/needs as well as business objectives; enable the team to transform that knowledge into optimization strategies
What You'll Need:
- BA/BS degree in Marketing, business, or related field
- 8+ years of overall experience; 4+ years in management or business capacity
- 2+ years in people management and demonstrated growth of team
- Proven track record of managing and executing large projects from start to finish, identifying and mitigating risks, manage multiple competing priorities, high attention to detail and situational fluency, ability to influence and motivate others, and perseverance to handle challenging business situations and make trade-offs at all levels of management
- Strong ownership, urgency and drive, and build culture of experimentation, learning and innovation
- Strong written, verbal, analytical and problem-solving skills
- Track record of building productive relationships with engineering leadership
- Position may require occasional travel
Bonus:
- MBA or Master’s degree
- Strong understanding of Pet Care Industry and recent trends
- In depth experience and understanding of CRM systems and solutions
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
If you have a question regarding your application, please contact [email protected].
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What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Employees engage in a combination of remote and on-site work.
