Customer service iii

JOB DESCRIPTION

Our Opportunity :

Chewy’s Communications & PR team is seeking a Manager, Customer Service Communications III at corporate offices in Plantation, FL or Boston, MA!

One of Chewy’s key differentiators is our world-class, award-winning customer service. We provide service 24 hours a day, 7 days a week.

The Customer Service (CS) Team meets customers where they are via phone, email, or chat to assist and provide a WOW experience with every interaction.

As a communications professional in this role, you will drive the communications strategy across the CS organization, playing a key role in crafting compelling content to keep CS Team Members informed and engaged with crucial communications.

This may include changes to working processes, technology improvements, critical initiatives, team news, engagement efforts, and more.

There is opportunity to lead in the development of strategic internal communications that enable us to deliver clear, engaging, and informative content to CS Team Members.

As an engaging communications leader, we hope you'll bring your outstanding talent for writing to the critical role of connecting Team Members at Chewy with our mission and culture!

What you'll do :

• Lead CS communications strategy development and planning
• Serve as a trusted partner and communications advisor to Senior Leaders and Program Managers to enhance and support the development and implemention of strategic CS communications plans
• Ensure alignment with cross-functional partners when serving as communications lead on projects; Operate at depth to fully understand details of the what, how and why of all initiatives and lead program teams to address gaps
• Elevate our communications strategy by creating bar-raising CS communications that actively engages, informs, and educates internal audiences and advances the goals of the team
• Manage the planning and execution of top-priority large-scale meetings and events, such as the Leadership All Hands, ensuring timely and effective outcomes;

• Partner with PR and Social Media teams to manage emerging events or crises from the CS perspective, preparing talking points and ensuring all levels of leadership are informed
• Act as a CS SME to Corporate partners involved in Organizational Change and Communications (HR, Talent Experience, PR / Internal Communications, DEI), ensuring CS-specific considerations in enterprise-wide changes
• Scale critical communications across the organization through education and support of TM-facing teams (such as Engagement) and leaders
• Uphold the Communications and Brand Guidelines to ensure communications consistency (style, fonts, language, tone, etc.

Draft, edit and review various communications for grammar, style, and form

• Generate creative ideas for new content and innovative ways to engage readers
• Build a hard-working team that delivers strategic recommendations and tactical execution of all CS changes and announcements
• Coach and provide Team Member feedback, encouraging a culture of career growth and development

What you'll need :

• Bachelor’s degree in English, Journalism, Communications, or a related field
• 4 years of experience in corporate or customer service communications, public relations, and / or marketing communications
• Expert command of the English language, grammar, spelling, and punctuation; solid understanding of AP style and ability to follow in-house style guides
• A strategic approach with excellent verbal and written communication and presentation skills with a keen eye for detail
• Ability to collaborate and build close relationships with cross-functional internal teams
• Excellent time management, organization, planning and prioritization skills, and an ability to stay self-motivated and accountable to project goals
• Adept at writing for a wide audience, including management and senior leaders
• Strong curiosity about Chewy’s culture in order to effectively connect with our Team Members
• Flexibility in writing style across a range of channels, including (but not limited to) email, newsletter content, and presentations
• Project management skills that readily adjust to changing workloads and multiple priorities in a fast-paced environment
• Professional demeanor and comfortable working with leaders at all levels
• 15% travel required

LI-Hybrid

LI-SS4

Last updated : 2024-08-16