CEO Sumit Singh’s strategic integration of technology and customer-centric services has redefined the pet care landscape, moving beyond traditional ecommerce to create an interconnected platform that serves both pet parents and veterinary professionals.
Sumit Singh says, “I believe that to win in a crowded, and highly competitive space like Pet, it requires having a clear understanding of purpose, company mission, and then an approach which connects it all together. And even more important is to translate it all to your team, in a way that they can fully get behind it. That is what we’ve strived to do, and done well, in my opinion. We empower our teams to consistently listen to customers and to innovate faster than anyone to establish new experience standards and to make pet parenting easier, with the help of great products and services.”
Chewy has been a pioneer in leveraging technology to enhance the shopping experience. The company’s investments in artificial intelligence, machine learning, and data analytics have enabled personalized recommendations and streamlined operations. Chewy’s smart reordering system uses data analytics to predict when customers need to reorder products, making the shopping experience more convenient.
Schooled as an engineer and with a technology pedigree from world-class brands like Amazon and Dell, he continues to innovate Chewy’s nearly fifteen-year-old brand with a radical approach, building deep customer loyalty into one of America’s most loved brands.
Under his leadership since 2018, Chewy has transformed from a $2 billion company to one generating over $11 billion in annual revenue through a digital-first retail-tech transformation that has radically reshaped the pet care industry. Chewy’s brand awareness among online pet supply users is an impressive 87 percent in the U.S., and 60 percent of online pet shoppers use Chewy.
Sumit Singh joins the 2024 roster of Crave Retail Radicals including Fran Horowitz, CEO of Abercrombie & Fitch, John Venhuizen, CEO at Ace Hardware, Michelle Crossan-Matos, CMO at Ulta Beauty and Denise Incandela, EVP, Fashion Division, Walmart U.S. Each of these five retail radicals has the foresight, innovation, and unconventional thinking to drive their brands and the industry at large forward to exceed customers’ expectations. They drive major transformations within their respective retail brands as game-changing legacy retailers and DTC marketplace disrupters.
Transforming Pet Care
Sumit Singh’s radical approach to transforming the pet care sector is built on his intense focus on using data analytics and sophisticated algorithms within an infrastructure of integrated digital ecosystems and fully automated operational initiatives. A natural innovator, Sumit Singh leverages technology to fully automate state-of-the-art fulfillment centers that are the backbone of the Chewy success model. Through these innovations, the company has achieved remarkable improvements, including 50 percent increased productivity and 30 percent reduced fulfillment costs.
Chewy is also a pioneer in pet healthcare; digital health initiatives showcase technological advancement through interactive exam room screens, portable medical record access, and a rapidly deployed telehealth service that launched in just 40 days during the 2020 pandemic.
Chewy’s Vet Clinics Redefine Digital Pet Care
Chewy’s expansion into the veterinary care sector marks a significant development in its business model. It launched its first Chewy Vet Care clinic in Plantation, Florida in March 2024. The innovative clinic uses technology integration and personalized experiences for both pets and their owners. The clinics blend Disney-inspired design elements with practical features like anxiety-reducing layouts and separate waiting areas for cats and dogs.
The clinics also offer many conveniences including interactive screens and portable access to medical records. “With the launch of Chewy Vet Care clinics earlier this year, we not only unlocked the $25 billion vet services total market opportunity, but we are also observing compelling complementarities across the entire Chewy ecosystem,” stated Singh in a recent investor call. The vet clinics are coupled with CarePlus, a suite of pet insurance and wellness plans that cover accidents and illnesses as well as preventive care, providing its customers with a wellness experience and a holistic approach to pet ownership.
Chewy Vet Care serves as an acquisition funnel for new customers and a means of increasing spending across product categories. “Clinic engagement is accelerating the company’s net sales per active customer metrics, bolstered by spending on veterinary services and strong cross-category shopping behavior,” Sumit Singh said. The company’s wellness strategy aligns with its target demographic, as millennials and Gen Z collectively represent nearly half of the pet ownership market in the U.S. and show a strong willingness to invest in pet healthcare.
This expansion builds upon the success of Chewy Health, which has emerged as the company’s fastest-growing business segment. Sumit Singh adds, “Our Chewy Vet Care clinics are reshaping the veterinary experience, making it more convenient and accessible for both pet parents and vets. We’ve tied that all into our mobile app to provide a fully digital experience to order medication, easily secure refills, access vet records, and use tele-triage resources, whenever needed.”
Revenue Growth Channels
Beyond its online capabilities and pet wellness program offerings, the company continues to expand to new markets. North American expansion into Toronto, Canada includes a creative partnership with the Toronto Maple Leafs pro hockey team as the official pet retailer.
A significant driver of Chewy’s growth is the AutoShip program (automatic product replenishment) and the success of its new paid membership initiative, Chewy+. “Both the strength of our flagship Autoship program and our customers’ loyalty in nondiscretionary categories, particularly within consumables and health, anchored our Q3 net sales performance,” said Sumit Singh. He added, “Our Autoship program enables high visibility and predictability in our business and drives customer stickiness for Chewy.” Autoship customer sales reached $2.3 billion in the third quarter, representing 80 percent of Q3 net sales and a year-over-year increase of 9 percent.
Chewy+ is a paid membership program that offers additional benefits to Chewy customers, including free shipping, rewards, and exclusive member perks. Chewy+ has increased its membership by 48 percent since the pandemic to over 20 million active users. “We are seeing that Chewy+ members consistently place more orders, have higher cross-category penetration, and greater mobile app engagement relative to non-Chewy+ customers,” said Singh.
Commitment to Customer Service
Sumit Singh stated in Texas Engineer, “Just like it takes a village to raise a child, it also takes a village to raise a pet. There are so many people involved, from pet parents and their friends and family to shelters, breeders, vets, groomers, boarders, suppliers and more. I am passionate about our mission to become the most trusted and convenient destination for pet parents and partners because it is emotive and comprehensive and gives us an opportunity to serve and connect all of these communities together. Additionally, our mission constantly reminds us that customer-centricity is king.”
Chewy’s unwavering commitment to customer service has built a community of passionately loyal fans. The customer services team is widely known for its empathy and dedication with 24/7 support from a well-trained staff, which is a hallmark of the Chewy experience. This focus on customer satisfaction has resulted in high customer retention rates and strong word-of-mouth referrals. Chewy is known for its unique personalized actions like sending handwritten notes and gifts to customers. “Our ability to seamlessly connect care with commerce is resonating with pet parents,” said Singh.
Matthew Cyr, CEO and Co-founder of Crave Retail says, “Sumit Singh has accomplished something I rarely see in retail – building a tech company that actually feels more personal as it grows larger. Using Chewy for my own pets, I’ve experienced firsthand how they’ve transformed what started as simple ecommerce into something far more meaningful. It’s not just convenience they’re selling – it’s a deep understanding of what our pets mean to us. In an industry obsessed with automation, Singh proves that technology can enhance rather than replace the human touch.”
Radical Technological Innovations, Radical Results
Chewy has also been a pioneer in leveraging technology to enhance the shopping experience. The company’s investments in artificial intelligence, machine learning, and data analytics have enabled personalized recommendations and streamlined operations. Chewy’s smart reordering system uses data analytics to predict when customers need to reorder products, making the shopping experience more convenient.
Sumit Singh has been masterful at successfully adapting to changing market demands, advancing the Chewy App and utilizing robust data analytics to drive innovation and decision-making. The results speak volumes about Singh’s radical leadership. The four-year CAGR is 23 percent with last year’s sales up 10.2 percent and an inventory turnover of 11.4, primarily driven by the Autoship program. The current ROA is 12 percent compared to the industry average (for internet retail) of 7.3 percent.
A Pet Parent Radical
Singh’s transformational leadership has propelled Chewy into the forefront of pet care innovation with a digital-first ecosystem that seamlessly blends automated operations with personalized care. Under his direction, the company has refined demand prediction, revolutionized veterinary services through tech-enabled clinics, and diversified revenue streams with initiatives like Chewy+.
Looking ahead, Sumit Singh predicts. “The pet category remains highly emotive and is rapidly evolving to meet the needs of customers who place an increasing amount of importance on their own time, and their pet’s health and longevity. As such, the merger of content (for education), commerce (best products) and care (pet health) in the Pet category is now even more important than it has ever been. That’s where Chewy is setting new standards for care and connection.”
