Virtual Senior Loyalty and Retention Program Manager
Company: Chewy
Location: Edgerton
Posted on: May 15, 2022
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Job Description:
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 pet passing)
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 propositionsProficiency 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
settingTo 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 spaghetti.Some travel may be
requiredBonus:Experience in customer retention and/or loyalty
marketingPrevious experience in a CX environment, especially
eCommerceWhy 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 best.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 location.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 . To
access Chewy s Privacy Policy, which contains information regarding
information collected from job applicants and how we use it, please
click here: ).
Keywords: Chewy, Olathe , Virtual Senior Loyalty and Retention Program Manager, Executive , Edgerton, Kansas
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