Associate Director, Site Experience

Chewy•Boston, MA

3d•$149,000 - $245,000

About The Position

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. That’s why we continue to think of outside-the-Chewy-box ways to delight, surprise, and thank our loyal pet lovers! 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. You’ll leverage data to advocate for meaningful change and set a high bar for creative execution standards, ensuring every touchpoint reflects Chewy’s commitment to innovation, trust, and best-in-class customer experience.

Requirements

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 3–5+ 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.

Responsibilities

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 customer’s 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 shouldn’t 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 customer’s 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.