Communications Manager - Customer Care

Our Opportunity: 

Chewy is seeking an expert and visionary Customer Care Communications Manager II to lead strategic, high-impact communications across our Customer Care (CC) organization! In this role, the Communications Manager will be responsible for developing and implementing comprehensive communication strategies that engage our 24/7 frontline Team Members, enable Customer Care Leadership, and support high-visibility business initiatives with transparency, consistency, and intention.

We are looking for a skilled communicator with storytelling expertise, a strong business insight, and a programmatic approach. Including the capacity to thrive in complex environments and translate operational strategy into clear messaging that drives alignment and action. Chewy’s Customer Care team is one of our greatest differentiators, delivering award-winning care around the clock through phone, chat, and email. The Communications Manager will play a key role in fueling this experience from the inside out, helping Team Members stay informed, inspired, and connected to our mission!

This role functions as both a strategic partner to internal partners and a hands-on communications practitioner. It requires an experienced candidate who can craft and deliver high-quality, data-informed messaging that resonates across levels, from Senior Leaders to Team Members on the frontline.

What You'll Do:

• Communication Strategy Development: Build and implement integrated communications strategies that drive key CC priorities. Plans should include audience segmentation, messaging tiers, timing, channels, and success metrics.
• Strategic Advisor and Partner: Act as a strategic advisor to cross-functional teams and project owners. Engage early in initiative planning to identify communication opportunities, propose scalable solutions, and shape messaging direction.
• Enablement and Toolkits: Build templates, playbooks, talking points, and self-serve resources to help managers and business partners reinforce messages and drive consistency in rollout.
• Insights and Optimization: Use metrics, surveys, and feedback to evaluate communication effectiveness. Apply insights to adjust approach and share findings with partners to improve future initiatives.
• Tiered Communication Approaches: Design messaging that aligns and equips different audience levels—providing enterprise updates, frontline context, and leader enablement materials as needed.
• Content Execution and Publishing: Manage the creation, review, and delivery of content across internal channels including intranet, email, and Slack. Maintaining clear, timely, and engaging messaging across all formats.
• Editorial and Channel Management: Own the CC Communications calendar and cadence, ensuring strategic prioritization of initiatives, visibility of prioritized messaging, and alignment with business timing.
• Creative Messaging Approaches: Identify engaging formats and innovative storytelling techniques to improve relevance, clarity, and retention of key messages.
• Organizational Storytelling: Align individual communication efforts to broader business narratives and CC goals, reinforcing Chewy’s mission and customer-first approach
• Governance and Consistency: Ensure content adheres to brand voice, communication standards, and quality benchmarks. Maintain a high bar for clarity, tone, and accuracy across all channels.

What You’ll Need:

• Bachelor’s degree or equivalent experience in communications, journalism, marketing, business, or a related field (preferred)
• 5+ years of experience in internal or employee communications, preferably within a fast-paced, operational, or customer-facing environment
• Proven track record in developing comms strategies that support large-scale, cross-functional initiatives
• Experience advising and influencing senior partners, with a strong presence in high-visibility conversations and meetings
• Demonstrated strength in narrative development and storytelling, connecting individual initiatives to broader organizational goals, and translating operational complexity into compelling, audience-appropriate messaging
• Proficiency in data analysis, performance tracking, and applying insights to optimize communication strategies and influence business outcomes
• Experience developing enablement materials such as toolkits, templates, and communication resources to support scalable rollout across diverse teams
• Excellent writing and editing skills, with high attention to detail and dedication to quality, accuracy, and clarity in all communication outputs
• Strong organizational and project management skills, with the ability to lead multiple priorities and results independently
• Comfortable navigating ambiguity and adapting to evolving priorities in a dynamic environment
• Deep knowledge of internal communication channels and tools, such as Slack, intranet platforms, and enterprise email systems

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