Associate Director, Site Merchandising - Healthcare

At Chewy, it is our mission to become the most trusted and convenient online destination for pet parents and our partners vets and service providers alike.  Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box ways to delight, surprise, and thank our loyal pet lovers!

Our Opportunity:

Chewy is seeking a Associate Director, Head of Healthcare, Content, and Services Merchandising to lead the merchandising vision, strategy, and execution for three of our most critical and rapidly growing areas: Healthcare (Rx and Wellness), Content (editorial, educational, and creator-led), and Services (Vet Clinic, CarePlus, Chewy+, Connect with a Vet).

In this highly visible leadership role, you will report directly to the Head of Site Experience and lead a team of 3–5 direct reports to champion the end-to-end customer journey for millions of pet parents. Acting as the voice of the customer, you will ensure that every initiative, decision, and creative execution puts the Chewy customer at the center. You will thrive in a highly collaborative environment, aligning diverse customers to a shared vision. By combining customer insights, business objectives, and creative excellence, you will shape the future of how Chewy integrates healthcare, content, and services into the broader shopping and care ecosystem.

You’ll leverage data to advocate for meaningful change and set a high bar for creative execution standards, ensuring every touchpoint reflects Chewy’s commitment to innovation, trust, and best-in-class customer experience. Does this sound like you? If so, we would love to hear from you! Come run with the Pack!

 

What You’ll Do:

• Own the customer journey for Healthcare, Content, and Services, ensuring experiences are customer-first, data-driven, and strategically aligned to enterprise goals.
• Act as the primary advocate for the Chewy customer, ensuring site enhancements reflect customer needs, preferences, and feedback.
• Develop and implement 1+ year site content and merchandising strategies that boost awareness, engagement, and conversion.
• Translate customer insights and market trends into prioritized roadmaps that balance innovation with operational execution.
• Partner with Category, Product, Marketing, Tech, and CRM to deliver unified, personalized site experiences across healthcare, content, and service offerings.
• Champion CX & Creative Excellence
• Set a high bar for site accuracy, consistency, and creative execution standards, ensuring content and experiences meet the highest quality benchmarks.
• Proactively identify patterns, gaps, and friction points, using data to influence customers and advocate for high-impact improvements that serve the customer’s best interest.
• Oversee complex, cross-functional programs from concept to launch, ensuring customer alignment and timely delivery.
• Manage prioritization and trade-offs across multiple high-impact initiatives in collaboration with partners.
• Directly lead a team of 3–5 merchandising professionals, providing coaching, feedback, and growth opportunities tailored to individual strengths and career goals.
• Foster a collaborative, inclusive culture with a focus on continuous improvement, operational rigor, and shared success.
• Ensure the team is equipped with the resources, processes, and support needed to deliver transformational initiatives at scale.

What You’ll Need:

• 8+ years in e-commerce merchandising, site experience, or product marketing, with at least 3+ years in a leadership role managing cross-functional teams and enterprise-level initiatives.
• Proven track record of driving site strategy and execution in complex, high-growth businesses — ideally in healthcare, content, or services.
• Experience leading teams of 3–5+ direct reports, including hiring, coaching, and performance management.
• Deep understanding of Customer Experience Excellence, CX Data & Insights, Site Merchandising Strategy & Planning, Program & Initiative Delivery, and Cross-Functional Partnership at a strategic leadership level.
• Strength in Data Analysis & Storytelling, A/B Testing & Experimentation, and Eye For Business to influence senior customers.
• Thrives in highly collaborative environments, building trust and alignment across multiple teams and senior customers.
• Serves as the voice of the customer, relentlessly advocating for their needs and expectations in every decision.
• Uses data as a persuasive tool to advocate for change and drive customer-first decisions.
• Maintains a high bar for creative execution standards, ensuring customer-facing experiences inspire trust, delight, and conversion.
• Exceptional relationship-building and communication abilities, including comfort presenting to executive leadership.

Client-provided location(s): Boston, MA, Bellevue, WA

Job ID: 7163186

Employment Type: OTHER

Posted: 2025-08-20T18:34:27