Virtual Associate Director Loyalty and Retention Programs
Company: Chewy
Location: Jessup
Posted on: May 15, 2022
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Job Description:
Virtual Associate Director, Loyalty and Retention ProgramsOur
Opportunity Are you looking for a role where you can take customer
loyalty and retention programs to a whole new level - creating the
ultimate WOW factor? In this role, you will be responsible for
supporting the ideation, strategic road mapping, project
management, and ongoing evolution of our surprise and delight
programs, commonly known as WOW. You will take a holistic approach
to customer journey mapping and partner cross-functionally to drive
maximum, measurable impact on customer behavior and engagement with
the Chewy brand. You love to think critically, are comfortable with
data, and understand the impact of the programs you manage. You
have a relentless curiosity and drive to iterate, test, tweak,
scrap, or scale new programs. What You ll Do Put Customers First.
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)Think Big. By staying ahead of process and growth
challenges to ensure scalability of programs. This includes cost,
headcount, facilities, vendors, and technology considerations.Act
like an Owner. Maintain overall service delivery to internal and
external customers, including SLA management, product quality,
vendor-side support, and other controllable inputs.Operate at
Depth. Develop and maintain a measurement framework to understand
the effectiveness of current and new programs to ensure the desired
impact is delivered.Build a High Performing Team. Create a
world-class Program Management team with a clear ownership
structure for WOW programs. You will have a strong team of thinkers
that you empower to make high-quality decisions that transform the
customer experience. What You ll Need 7+ years in a marketing or
customer experience leadership role with a bachelor s degree in
Marketing, Communications, or a related field.A history of 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), preferably
with a focus on customer segmentation, retention marketing, or
acquisition marketingStrong communication skills with a focus on
written communications, as you ll be responsible for writing
documents with clear program strategies that tell compelling
stories with clear value propositions.Ability to manage numerous
programs and projects simultaneously, managing timelines and
resources effectively to hit deadlines and protect customer
experience in a cross-functional fast-paced settingTrack record of
mentoring team members through various career stages.Some travel
will be required 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 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, Scranton , Virtual Associate Director Loyalty and Retention Programs, Executive , Jessup, Pennsylvania
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