Program Manager- Loyalty & Retention

Our Opportunity

Chewy is seeking a 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, PR/Social, Merchandising, Product, 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 understand 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

• Develop and manage multiple programs’ strategic objectives, goals, and milestones plus a high-level plan to achieve them.
• Think critically and closely follow the customer lifecycle to ensure WOW programs align with critical milestones as part of a comprehensive engagement strategy (i.e., Special treat for a pet’s birthday)
• 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, identify any gaps, support, and ensure we are controlling for the cost and value of these programs as part of the ROI.
• Develop and maintain measurement frameworks to understand the effectiveness of your 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 execute on new ideas, products and programs to determine where to drive the most value for our customers.
  
  

What You’ll Need

• At least 3 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, execution plan, and results recaps 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, determining timelines and collaborating with 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
  
  

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, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.

If you have a question regarding your application, please contact HR@chewy.com.

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