Virtual Senior Loyalty and Retention Program Manager
Posted on: May 13, 2022
Our Opportunity:------ -
Chewy is seeking a Senior 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,
share of wallet, etc. This person will partner cross-functionally
with Customer Care, Integrated Marketing, Public Relations 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
understanding the impact of the programs we manage, and have a
relentless curiosity and drive to iterate, test, tweak, scrap or
scale new programs.
What You'll Do:
- Think into the future and closely follow the customer lifecycle
to ensure WOW programs align with critical milestones as part of a
comprehensive engagement strategy (i.e. Sympathy arrangements for
- 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, support,
and ensure we are controlling for the cost of these programs as
part of the ROI.
- Develop and maintain measurement framework to understand the
effectiveness 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---we are married only 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
executive on 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 that tell compelling stories with clear value
- Proficiency in defining program requirements that drive
intended results, and using data and metrics to determine their
effectiveness (in the case of this team, inventing metrics might
also come with the territory)
- Strong ability to manage numerous programs and projects
simultaneously, managing timelines and resources effectively to hit
deadlines and protect customer experience in a cross-functional
- To be extremely comfortable 'living in the grey.' This is a
unique role and a unique department to Chewy - it's part science,
part art. You must be able to build programs in ambiguity without
always having black and white direction.
- High levels of creativity - in many ways, you'll be paving of
the way and redefining standards of what it means to surprise and
delight customers - creating strategies, gift ideas and special
moments should come naturally. You'll be throwing a lot of
- Some travel may be required
- Experience in customer retention and/or loyalty
- Previous experience in a CX environment, especially
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
- 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
- YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious,
ask questions, bring ideas forward, and act like an owner in
everything that you do.
- YOU WILL GET SUPPORT: When you join Chewy Customer Service, you
will have ongoing training and development, resources, and
opportunities to become your best.
- YOU WILL GET REWARDED: Chewy has you covered when it comes to
competitive wages, medical & dental insurance, 401k, and happy
hour. Of course, the biggest perk is the ability to work together
with other smart, driven, and passionate Chewtopians who are making
an impact each day.
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 . -
regarding information collected from job applicants and how we use
it, please click here: -).
Keywords: Chewy, Overland Park , Virtual Senior Loyalty and Retention Program Manager, Executive , Belton, Kansas
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