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Senior Manager of Customer Service Communications

2 months ago

Boston, Massachusetts, United States Chewy Full time

Overview:

The Communications & PR division at Chewy is on the lookout for a Senior Manager of Customer Service Communications . This pivotal role focuses on enhancing the communication framework within the Customer Service (CS) sector, ensuring that our team members are well-informed and engaged.

Chewy prides itself on delivering exceptional customer service around the clock. The CS Team interacts with customers through various channels, including phone, email, and chat, aiming to provide an outstanding experience with every engagement. In this role, you will be instrumental in shaping the communication strategy for the CS organization, developing engaging content that conveys essential updates regarding operational changes, technological advancements, and team initiatives.

As a dynamic communications leader, your expertise in writing will be vital in connecting Chewy's mission and culture with our team members.

Key Responsibilities:

Develop and oversee the CS communications strategy and planning. Act as a trusted communications advisor to senior leadership and program managers, enhancing the execution of strategic communications plans. Collaborate with cross-functional teams to ensure alignment on projects, delving into the specifics of initiatives to identify and address gaps. Enhance our communications approach by crafting high-quality content that engages and informs internal audiences while supporting team objectives. Organize and manage significant meetings and events, ensuring effective outcomes and preparing leadership with necessary materials. Work alongside PR and Social Media teams to address emerging issues from the CS perspective, preparing key messages and keeping leadership informed. Serve as a subject matter expert for corporate partners involved in organizational changes, ensuring that CS-specific considerations are integrated into broader initiatives. Facilitate the dissemination of critical communications across the organization, supporting team leaders and engagement efforts. Maintain adherence to Communications and Brand Guidelines, ensuring consistency in style and tone across all communications. Generate innovative ideas for new content and methods to engage readers effectively. Build and lead a dedicated team that delivers strategic insights and executes all CS communications initiatives. Mentor team members, fostering a culture of professional growth and development.

Qualifications:

Bachelor's degree in English, Journalism, Communications, or a related discipline. Over 4 years of experience in corporate communications, public relations, or marketing communications. Strong command of the English language, with a solid grasp of grammar, spelling, and punctuation. Strategic mindset with excellent verbal and written communication skills, coupled with a keen attention to detail. Proven ability to collaborate and build relationships with cross-functional teams. Exceptional time management and organizational skills, with the ability to prioritize effectively. Proficient in writing for diverse audiences, including management and senior leaders. A genuine interest in Chewy's culture to effectively engage with team members. Adaptability in writing style across various formats, including newsletters and presentations. Strong project management skills, capable of adjusting to changing workloads and priorities. Professional demeanor with comfort in interacting with leaders at all levels. Willingness to travel as needed.

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