Associate Director, Site Experience

Job Description:

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. Thats 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 an Associate Director Healthcare Merchandising to lead the merchandising vision strategy and execution for one of our most critical areas: Pharmacy (Rx).

In this highly visible leadership role you will report directly to the Head of Site Experience and lead a team of 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 Pharmacy (Rx) into the broader shopping and healthcare ecosystem.

Youll leverage data to advocate for meaningful change and set a high bar for creative execution standards ensuring every touchpoint reflects Chewys 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 Youll Do

• Own the customer journey for Pharmacy (Rx) 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.

• Be the customers proxy and the keeper of the Pharmacy (Rx) onsite homepage deals navigation product landing page and browse customer experience.

• Develop and execute 2 year site content and merchandising strategies that boost awareness engagement and conversion.

• Translate customer insights and market trends into prioritized roadmaps and opportunities that balance innovation with operational execution.

• Educate customers on Site Experience strategies and prioritization that maintains focus on what we should and shouldnt do based on customer insights and delivering an optimal customer experience.

• Deliver onsite campaign strategies for time-bound and evergreen customer-facing messages that effectively address customer problems align with objectives and target key audiences with optimized messaging creative and onsite flow.

• Be a strategic thought partner for new business objectives delivering clear and thoughtful site plans.

• Partner with Category Product Marketing Tech and CRM to deliver unified personalized site experiences across Pharmacy (Rx) offerings.

• Champion CX & Creative Excellence partnering with Healthcare Marketing and Creative services for onsite specific creative direction strategy and consistency.

• 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 customers best interest.

• Manage prioritization and trade-offs across multiple high-impact initiatives in collaboration with cross-functional partners while also fostering relationships with Senior level leaders.

• Oversee complex cross-functional programs from concept to launch ensuring customer alignment and timely delivery.

• Ensure Pharmacy (Rx) pages as the foundation of the site are clean consistent and purposeful so that personalization and campaigns layer on seamlessly delivering the unmistakable Chewiness our customers love. Lead communication to Senior Stakeholders (including CEO President- Healthcare President- Retail) and Senior Leaders on progress against strategic initiatives pillars and opportunities in Monthly Business Reiviews and SLT updates.

• Partner with the Site Analytics team ensuring Pharmacy (Rx) full funnel campaign and ad-hoc reporting that results in fast data-driven decisions and impactful narratives. Utilize AI powered tools to complete analysis and build stories that accurately and quickly contextualize and visualize insights

• Directly lead a team of 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 Youll 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 35 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 Business Acumen to influence senior partners.

• Track record of using data as a persuasive tool to advocate for change and drive customer-first decisions.

• High judgment for customer facing creative execution ensuring customer-facing experiences inspire trust delight and conversion.

• Exceptional relationship-building and communication abilities including comfort presenting to executive leadership.

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidates relevant experience education and work addition this position is eligible for 401k and a new hire and annual equity grant. C08 positions may also be eligible for annual bonus.

We offer different types of insurance and benefits such as medical/Rx vision dental life disability hospital indemnity critical illness and accident. We offer parental leave family services benefits backup dependent care flexible spending accounts telemedicine pet adoption reimbursement employee assistance program and many discounts including 10% off pet insurance and 20% off at .

Exempt salary team members have unlimited PTO subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color ancestry national origin gender citizenship marital status religion age disability gender identity results of genetic testing veteran status as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law and you need an accommodation during the application process or to perform these job requirements or if you need a religious accommodation please contact .

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