Virtual Associate Director, Loyalty and Retention Programs

Our Opportunity

Are you looking for a role where you can take customer loyalty and retention programs to a whole new level - creating the ultimate WOW factor? In this role, you will be responsible for supporting the ideation, strategic road mapping, project management, and ongoing evolution of our surprise and delight programs, commonly known as “WOW.”

You will take a holistic approach to customer journey mapping and partner cross-functionally to drive maximum, measurable impact on customer behavior and engagement with the Chewy brand. You love to think critically, are comfortable with data, and understand the impact of the programs you manage. You have a relentless curiosity and drive to iterate, test, tweak, scrap, or scale new programs.

What You’ll Do

• Put Customers First. 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)
• Think Big. By staying ahead of process and growth challenges to ensure scalability of programs. This includes cost, headcount, facilities, vendors, and technology considerations.
• Act like an Owner. Maintain overall service delivery to internal and external customers, including SLA management, product quality, vendor-side support, and other controllable inputs.
• Operate at Depth. Develop and maintain a measurement framework to understand the effectiveness of current and new programs to ensure the desired impact is delivered.
• Build a High Performing Team. Create a world-class Program Management team with a clear ownership structure for WOW programs. You will have a strong team of thinkers that you empower to make high-quality decisions that transform the customer experience.

What You’ll Need

• 7+ years in a marketing or customer experience leadership role with 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 with a focus on written communications, as you’ll be responsible for writing documents with clear program strategies that tell compelling stories with clear value propositions.
• Ability to manage numerous programs and projects simultaneously, managing timelines and resources effectively to hit deadlines and protect customer experience in a cross-functional fast-paced setting
• Track record of mentoring team members through various career stages.
• Some travel will 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.

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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected]. 
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