Chewy Senior Director, Loyalty in Boston, Massachusetts
Chewy is currently seeking a Senior Director, Loyalty to join our growing and fast-paced Marketing leadership team. We have a unique opportunity to change the way pet parents care for their pets and we are looking for an inspirational leader and builder who can pioneer and lead Chewy’s Loyalty program across marketing, product, tech, and data science. This Sr.Director will be responsible for defining a best in class loyalty program including customer rewards, product bundling, price, positioning, and end-to-end customer experience. If you are passionate about a truly entrepreneurial role which has high relevance and impact as well as regular interactions with Chewy’s top executives, product, tech, and supply chain teams, then this is a once-in-a-lifetime opportunity! In this role you will own the business growth strategy, product positioning, resources to control your destiny, and continuously assess products and services to stay ahead of the competition. Here at Chewy we believe innovation is rewarded and execution is valued. Our ideal candidate is an experienced and versatile business leader who has a proven track record of high performance, thinks big, and operates at depth. In addition, this leader has experience building strong and diverse teams, earning trust across leaders, and unrelenting customer first mentality.
What You’ll Do:
Establish the vision, strategy and framework for building a scalable and efficient loyalty program.
Determine the investment strategy for deploying a customer centric rewards program across a range of products.
Deep customer research to understand how Chewy loyalty can be differentiated and disproportionately valued in the marketplace.
Have full ownership including product positioning, customer rewards, level of investment, and if applicable price.
Determine the right capabilities and tools to invest in and drive the decision on “build vs buy” (with an inherent bias to build where possible in order to establish strategic differentiation).
Continuously explore new opportunities and products in an ongoing effort to find ways to expand Chewy’s loyalty program on behalf of customers.
Build a great multi-function teams that can delivery results and accelerate time.
Leverage data science and a test/learn philosophy to optimize rewards and discounts to maximize business outcomes.
Establish a set of mechanisms and processes to audit and regularly communicate plans, results and customer insights with key stakeholders.
What You’ll Need:
Ability to develop long-term strategies and leverage mental models to guide team members and align with colleagues.
Experience leveraging technology to drive large-scale customer programs, ideally in both online and offline settings.
Exceptional analytical skills and a penchant for utilizing data to make well informed decisions and to drive a culture of data-based decision making throughout a marketing organization.
Comfort moving frequently between providing strategic direction and diving deep to audit processes, progress and results.
Ability to think creatively, solve problems and remove barriers.
A willingness to challenge the status-quo and to stick with a vision, even in the face of significant hurdles.
Experience building programs and teams from the ground up and a willingness to roll-up sleeves when necessary.
12+ years of technology and people leadership experience.
Ability to effectively communicate, motivate and inspire cross-functional teams with professionalism and clarity.
Ability to create a dynamic work environment that attracts and inspires exceptional talent.
Degree in computer science, mathematics, or other hard science desirable.
MBA and/or a masters degree in hard science desirable.
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 HR@chewy.com.