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.

• 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.

• 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)

• 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.

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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