Associate Director, CRM Marketing

Our Opportunity:

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. 

Chewy’s Customer Relationship Management (CRM) team is focused on scalable delivery of highly personalized messages to Chewy customers across Chewy’s on and off-site marketing channels (email, push, Chewy.com, Chewy app, social media handles). 

We are looking for an experienced Associate Director, CRM Marketing to lead and grow a team of markers in our Boston, MA or Plantation, FL office. In this highly visible leadership role, you will shape & build lifecycle marketing strategies for Chewy’s customers and will be critical to Chewy’s long-term success. As a marketing leader, you will develop and own the strategy related to the customer lifecycle at Chewy, and work, and work with the CRM engineering team to launch “always-on” programs that raise the CX bar for our customers. You will work cross-functionally across Technology, Merchandising, Customer Service, Data Science, and Executive teams to create, build and execute the CRM vision

What You'll Do:

• Own, develop and communicate strategic long-term CRM roadmap to senior leadership  
  • Manage a team to deliver a CRM Early tenure strategy, prioritize features, build consensus w/ partner teams, and coordinate feature releases and internal/external communications
  • Partner with software and data engineers, analysts, merchandisers, and business leaders to deliver the vision set out in the strategy, measure success and communicate work across organization
  • Acquire a deep understanding of the pet industry and be the subject matter expert (SME) for chewys active customer base to understand purchase and retention strategies.  
  • Identify risks and opportunities and drive accountability for goals and key performance indicators with cross functional partners
  • Communicate strategy and status to key stakeholders across Chewy; develop intake process for feature enhancement suggestions
  • Utilize data to understand customer behavior/needs as well as business objectives; enable the team to transform that knowledge into optimization strategies

What You'll Need:

• BA/BS degree in Marketing, business, or related field
• 8+ years of overall experience; 4+ years in management or business capacity
• 2+ years in people management and demonstrated growth of team
• Proven track record of managing and executing large projects from start to finish, identifying and mitigating risks, manage multiple competing priorities, high attention to detail and situational fluency, ability to influence and motivate others, and perseverance to handle challenging business situations and make trade-offs at all levels of management
• Strong ownership, urgency and drive, and build culture of experimentation, learning and innovation
• Strong written, verbal, analytical and problem-solving skills
• Track record of building productive relationships with engineering leadership
• Position may require occasional travel

Bonus:

• MBA or Master’s degree
• Strong understanding of Pet Care Industry and recent trends
• In depth experience and understanding of CRM systems and solutions