CRM Strategy Manager

Job Description:

Our Opportunity:

Chewy is looking for a customer-centric and data-driven CRM Strategy Manager to join our team based in Boston, MA. This individual contributor will lead high-impact strategic initiatives on behalf of the CRM organization, focused on driving incremental customer growth, increasing share of wallet, and improving reactivation performance.

Rather than owning a single channel, this role owns complex, cross-functional initiatives that require structured problem solving, strong partnership, and disciplined execution. At any given time, this position

will drive a set of priority growth initiatives aligned to business needs, partnering across Performance Marketing, Finance, Data Science, and channel teams to bring strategies to life.

What You'll Do:

• Own and lead high-impact strategic initiatives for the CRM organization, from opportunity sizing through execution and measurement. Below is a short list of projects we would start with:

  • Partner with MP&S (Media Performance and Strategy) to build coordinated plans that drive incremental iAC growth (e.g., +50K iAC initiatives)

  • Collaborate with the Settled Customer team to test “tier changer” strategies designed to increase share of wallet and respond to behavioral shifts

  • Evaluate and refine winback strategy, including assessing differentiated reactivation timing by category or customer segment

  • Develop structured segmentation approaches to support differentiated journeys and messaging (e.g., Hard Goods one-and-done vs. Consumables vs. previously high-value customers

• Lead the CRM testing pipeline, bringing structure to execution through defined cadence, agenda ownership, documentation, and prioritization alignment with Finance and MSO

• Establish clear test frameworks to document hypotheses, measure incrementality, and share learnings

• Partner with channel owners (email, push, SMS, Performance Marketing) to translate strategy into executable campaigns

• Lead end-to-end execution for initiatives without a clear owner, ensuring leadership alignment and on-time delivery

• Adapt to evolving business priorities by identifying and structuring new growth opportunities as they emerge

What You'll Need:

• A passion and track record for customer-centric, data-driven marketing

• 4+ years of experience in CRM, lifecycle, retention, product management or performance marketing; ecommerce experience preferred

• Strong understanding of customer segmentation, lifecycle strategy, and incrementality principles

• Demonstrated ability to lead cross-functional initiatives through influence rather than authority

• Bachelor’s degree required

• Strong analytical skills with ability to translate data into clear, actionable recommendation

• Proven project management skills and ability to manage multiple priorities effectively

• Excellent communication skills with ability to influence stakeholders at multiple levels

Bonus:

• Working knowledge of SQL, Tableau, or similar analytics tools

• Experience partnering closely with Finance and Data Science

• Familiarity with holdout testing, attribution methodologies, and structured test governance

The base salary range for this role is $95,500 - $152,500.00.

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In 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 Chewy.com.

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 [email protected].