Chewy
We're on a quest to help people connect through pets.
Dallas-Fort Worth, TX

Senior Loyalty and Retention Program Manager (Dallas, TX)

| Dallas-Fort Worth, TX
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Our Opportunity:  

Chewy is seeking a Senior Program Manager for its “WOW” team, responsible for supporting the ideation, thought framework, execution and ongoing evolution of several of Chewy’s surprise and delight programs. The right person will have an insatiable curiosity about our customers, with the goal of engaging them with the right experiences or gifts at various points in their customer journey in ways that improve engagement, retention, sentiment, share of wallet, etc. This person will 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. This leader should be able to think critically, be comfortable with data to 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)
  • 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.
  • 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 only to customer happiness. At Chewy, curiosity won’t kill the cat.
  • Regularly develop hypotheses and testing frameworks to engage customers to drive specific results, and partner with Operations to executive on new ideas, products and programs to determine where to drive the most value for our customers.

What You’ll Need:

  • At least 5 years of experience in a Program Management role 
  • 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
  • Proficiency in 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)
  • 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
  • To be extremely comfortable ‘living in the grey.’ This is a unique role and a unique department to Chewy – it’s part science, part art. You must be able to build programs in ambiguity without always having black and white direction.
  • High levels of creativity – in many ways, you’ll be paving of the way and redefining standards of what it means to surprise and delight customers – creating strategies, gift ideas and special moments should come naturally. You’ll be throwing a lot of spaghetti.
  • Some travel may be required

Bonus:

  • Experience in customer retention and/or loyalty marketing
  • Previous experience in a CX environment, especially eCommerce
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] 
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).
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Technology we use

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What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Chewy sponsors office sports leagues year-round.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross-functional lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

An Insider's view of Chewy

What’s the vibe like in the office?

Fast paced! We work in "doggy-years" here. It's a place where talent and hard work is valued and where team members can think big and can bring their dreams to life.

Greg

Senior Technical Recruiter

What kinds of technical challenges do you and your team face?

At Chewy, one of our operating principles is Accelerate Time. We release new features weekly, fail fast, and iterate often to bring incremental progress quickly to our Pet Parents. Our success is driven by a customer first mentality, a culture of collaboration, and empowering individuals and teams.

Heather

Associate Director, Product Management

How does the company support your career growth?

Chewy gives a significant amount of freedom and autonomy to do your best work. I am able to pursue the most important objectives, and work that I really enjoy. It’s an amazing feeling to see your hard work pay off immediately and have a positive impact on the team—and something that makes life at Chewy really unique!

Rich

Human Resources Business Partner

How do you make yourself accessible to the rest of the team?

Aside from the standard 1x1s and team meetings: 24/7 via text, email, chat, voice and during business hours by walking around the office engaging in conversation, listening to current challenges and proposed solutions.

Mike

VP, Software Engineering

What projects are you most excited about?

Collaborating with so many different teams on a daily basis and seeing how we all come together to help pet parents find the products that they need for their pets.

Victoria

Senior Integrated Marketing Manager

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