Chewy Senior Manager, CRM in Boston, Massachusetts
Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We are obsessed with meeting the needs of pets and pet parents and exceeding customer expectations through every interaction. Our Customer Relationship Management (CRM) team is focused on scalable delivery of highly personalized messages to Chewy customers across our owned and operated marketing channels (email, push, Chewy.com, Chewy app, and more). We are looking for an experienced Senior Manager, CRM in our Boston, MA, Plantation ,FL, or Seattle, WA offices. In this role, you will develop the strategy, own and execute the experimentation roadmap, and work with CRM engineering to launch “always-on” programs that maximize engagement and retention of key customer segments. The ideal candidate is analytically savvy, has a keen understanding of customer development, and can translate insights into action. As part of a dynamic team, this role offers a tremendous opportunity for professional growth with the leading online pet retailer in the US.
What you'll do:
Own the CRM product strategy end to end for key customer segments through multi-channel journeys that increase frequency, driving cross-sell and up-sell, and improve retention and lifetime value.
Lead experimentation roadmap to discover new programs within the customer lifecycle.
Craft hypotheses into test strategies to validate new programs by diligently mapping back to the strategic objectives, customer insights, and desired customer experience.
Forecast business impact and level of effort to prioritize roadmap, experiment, and feature requests.
Partner with software and data engineers, analysts, merchandisers, and business leaders to deliver the roadmap, measuring success and communicating outcomes across the organization.
Increase program reach by scaling campaigns across email, direct mail, push, SMS, and WOW (surprise & delight experiences) channels.
Communicate program and customer KPI results to key stakeholders, translating data into insights with clear summaries of the implications and recommended actions.
What you'll need:
6+ years of relevant industry experience in the areas of marketing, strategic analytics, or product management at retail/e-commerce company.
Demonstrated experience in spearheading initiatives via data-driven decision frameworks with ownership of conception, experimentation, and measurement.
Ability to conduct multi-variable and holdout group testing, leveraging results to articulate impact and turn insights into actionable tactics.
Experience working with engineering teams to prioritize and launch new features and programs.
Familiarity with Email, Direct Mail, Push and SMS channels and strategies that drive results.
Proficiency in SQL or comparable data analytics tools.
Ability to thrive in complex business environments defined by uncertain, incomplete, or limited information and evolving targets.
Have a high level of attention to detail and ability to work in multiple projects at the same time.
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.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.