Associate Director of Email Notifications

Our Opportunity:
Chewy is seeking a customer-centric and data-driven Associate Director of Email Notifications to lead the evolution of our transactional strategy. This pivotal role ensures every notification, from order confirmations to delivery updates, resonates with customers and drives significant customer & business value. You'll have the opportunity to craft how millions of pet parents interact with Chewy across email, SMS, push, and in-app messaging, demonstrating data-driven insights and testing to build seamless, personalized, and impactful communication experiences.At Chewy, we strive 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 committed pet lovers!!!!
This role offers a chance to influence Chewy's transactional messaging strategy at scale, making a direct and measurable impact on customer experience and business outcomes. While collaborating across departments to ensure notifications align with organizational objectives, improve user engagement & value, and align with legal and regulatory standards.
This position can be based in Boston, Seattle, or Plantation.
What You'll Do:

• Develop and implement comprehensive notification strategies aligned with business objectives and customer needs.
• Drive innovation in messaging through emerging technologies and advanced personalization.
• Own and optimize the lifecycle of existing notifications including personalization, dynamic content, and frequency & cadence.
• Track and analyze the performance of notifications using key channel metrics as well as business objectives. As well as supervise overall transactional channel impact.
• Own and maintain the prioritization of new notifications as well as optimization of existing. Optimally collaborating with development, data, and/or engineering teams.
• Run and improve the user experience of transactional messaging across email, SMS, push, and in-app notification channels.
• Proactively audit existing notifications for efficiency, seeing opportunities for improvement, consolidation, and/or deprecation.
• Maintain and enforce industry standard processes for notification frequency, tone, and design.
• Ensure all notifications align with legal requirements (e.g., CAN-SPAM, TCPA, CASL)

What You'll Need:

• A minimum of 7+ years in email marketing with experience in other outbound digital channels a plus. With at-least 2 years working on transactional notifications.
• A Bachelor's degree in marketing, communications, or related field.
• Experience and strong understanding of enterprise notification platforms (with Braze a plus).
• Consistent record of campaign and channel optimization through testing.
• Proficiency in analytics tools (e.g. Tableau) and A/B testing methodologies.
• Strong interpersonal skills (verbal and written) with ability to clearly articulate information that influences data-driven business decisions.
• A deep understanding of channel standard methodologies, technologies, and trends.
• Collaborative demeanor with shown success in building partnerships across functions.

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, 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].
If you have a question regarding your application, please contact [email protected].
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