Our Opportunity:
Chewy is seeking a Program Manager for its CRM team! The role is responsible for supporting thought framework, planning and ongoing evolution of several of Chewy’s existing customer programs. The right person will be incredibly organized with the ability to lead multiple Team Members, sophisticated workstreams, and quickly develop a 360 degree view of Chewy’s core services programs. This person will partner cross-functionally with Product Marketing, Coordinated Marketing, Vendor Managers, Development, Analytics, and other key verticals, to drive process improvement. This leader should be able to think critically, build and iterate on process, and increase value through prioritization.
What You’ll Do:
- Own project process from intake to completion for the CRM team.
- Maintain overall service delivery to internal and external customers, inclusive of SLA management, product quality, and all other controllable inputs. Ensure delivery of projects and constantly optimizing based on return on investment of those projects.
- Manage governance of external partners submissions to ensure they are hitting quality bar and delivering a high bar for our customers.
- Develop and maintain measurement framework to understand prioritization and efficiency 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.
- Regularly develop hypotheses and testing frameworks to engage customers to drive specific results, and partner with Operations to executive on new insights, products and programs to determine where to drive the most value for our customers.
- Work cross functionality to ensure the CRM team is meeting commitments and prioritizing across submissions.
What You’ll Need:
- Demonstrated ability in a Program Management role
- Strong interpersonal skills, especially written communications, as you’ll be responsible for writing documents with clear program strategies that tell compelling stories with clear value propositions
- Proficiency in defining program requirements that drive intended results, and using data and metrics to determine their efficiency (in the case of this team, inventing metrics might also come with the territory)
- Strong ability to manage numerous programs and projects simultaneously, leading timelines and resources effectively to hit deadlines and protect customer experience in a cross-functional setting
- Knowledge of Project Management tools including (JIRA, Confluence, Smartsheet, or similar)
Bonus:
- Experience in customer retention and/or loyalty marketing!
- Previous experience in a CX environment, especially ecommerce
- Solid understanding of owned marketing channels including email, push, direct mail, and notifications.
Compensation & Benefits:
Our salary range for a Program Manager position is $95,500.00 - $152,500.00. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k, and a new hire and annual equity grant.
We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending
accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Salaried-exempt team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
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.
