CRM Strategy Manager
About The Position
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.
Requirements
- 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
Nice To Haves
- 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
Responsibilities
- Own and lead high-impact strategic initiatives for the CRM organization, from opportunity sizing through execution and measurement.
- 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
Benefits
- 401k
- new hire and annual equity grant
- annual bonus
- medical/Rx insurance
- vision insurance
- dental insurance
- life insurance
- disability insurance
- hospital indemnity insurance
- critical illness insurance
- accident insurance
- parental leave
- family services benefits
- backup dependent care
- flexible spending accounts
- telemedicine
- pet adoption reimbursement
- employee assistance program
- 10% off pet insurance
- 20% off at Chewy.com
- unlimited PTO, subject to manager approval
- six paid holidays per year
- paid sick and family leave in compliance with applicable state and local regulations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
