Program Manager- Loyalty & Retention

Our Opportunity:

Chewy is seeking a highly creative and innovative 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, 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, and scale new programs.

 

What You’ll Do:

· Develop and manage multiple programmatic objectives, goals, and milestones.

· 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 the cost and value of these programs as part of the ROI.

· Develop measurement frameworks to assess program effectiveness and ensure impact. If results fall short, adapt quickly, learn, and improve. We’re committed not to specific products or programs, but 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 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, 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 to determine their effectiveness (for the WOW team, inventing metrics might also come with the territory).

· Strong ability to manage multiple programs and projects simultaneously, determining timelines and collaborating with partner teams 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– it’s part science, part art. You must be able to build programs in ambiguity without always having concrete direction.

· High levels of creativity – in many ways, you’ll be paving the way and redefining standards of what it means to surprise and delight customers – creating strategies, gift ideas, and special moments should come naturally.

· 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.