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Chewy Director, Retail CRM Strategy in Boston, Massachusetts

Our Opportunity:

Chewy is looking for a customer-centric and data-driven Director of Retail CRM Strategy. The right candidate will lead and direct strategic growth initiatives within the Chewy CRM team in order to grow customer value within core retail categories (e.g. Healthcare, Hard Goods, etc.). This includes conceptualizing multi-channel programs to meet specific business goals, and then driving the execution of strategic plans with a dedicated operational team. This position will identify, research, and analyze potential CRM opportunities for growth, develop CRM strategies and execution plans alongside core business leaders, and deliver and communicate results to the highest levels of Chewy leadership.

What You'll Do:

  • Create a holistic multi-channel customer activation and retention strategy for core Chewy business areas

  • Partner closely across the organization with Brand, Acquisition, Analytics, Creative, Ecommerce and other cross-functional teams to execute your strategy

  • You'll develop a deep understanding of the customer's journey and identify opportunities to better acquire, activate and retain the target audience

  • Provide actionable data-driven customer and market insights to design, develop, and deploy relevant end-to-end multi-channel communication strategies

  • Identify and recommend Email, Direct Mail and related DTC Digital contact strategies to maximize customer engagement and are rationalized through marketing ROI

  • Work with analytics and data teams to assess and identify target audiences, segments, and personas

  • Consult on and help design messaging tactics including channel(s), content, formats, targeting, offers, timing and cadence

  • Build and implement an experimentation framework to continuously test and validate new CRM opportunities

  • Create CRM strategic roadmaps, investment plans and business cases

  • Define performance metrics, marketing reports, executive dashboards, and measurement schemes and make recommendations to continuously measure, track, report, learn, and optimize program strategies and tactics

  • Define key business requirements for marketing systems in the discovery phase and beyond for better ongoing strategic insight and system usage optimization

  • Become a trusted strategic advisor to both the marketing and category teams

  • Retail Marketing Thought Leadership: Serve as a thought leader in retail business strategy, staying apprised of the latest technology and business trends impacting the vertical and presenting the applicability of these trends to your client base

  • Directly manage a small but growing team to execute your strategies

What You'll Need:

  • A minimum of 7 years of relevant professional experience

  • Experience in marketing operations, omni-channel marketing

  • Bachelor's degree

  • 2 years of team management

  • Highly analytical, metrics-driven, with the ability to turn empirical data into insightful, strategic decisions and tactical team plans

  • Hands-on experience with marketing and tech platforms (e.g., Salesforce/Marketo/Hubspot, etc)

  • Expertise in email, SMS, and direct mail best practices, including deliverability and CAN-SPAM regulations

  • Exceptional oral and written communication skills

  • Ability to multi-task, handle pressure and meet deadlines in a fast-paced entrepreneurial environment without a lot of direction or oversight

  • Analytical skills are critical

  • Proactive - can define new processes, identify new tools, goes beyond the scope of their day-to-day job on a regular basis


  • E-commerce or CPG marketing background is a plus

  • Working knowledge of SQL, Tableau and other data analytics tools

  • Experience working with a Customer Data Platform (CDP)

  • Experience working with Responsys or other CRM marketing platforms (Hubspot, Marketo, SFDC etc)

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

If you have a question regarding your application, please contact

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