Director of Retention Strategy & Lifecycle, The Farmer's Dog

• Experience working in product management in a deeply customer-centric environment and role. You should have experience solving a diverse set of customer problems and be looking to take a step beyond “Product” to lead a complete business vertical
• Experience working in CRM/Customer Lifecycle with a demonstrated history of taking ownership beyond ‘just’ what is communicated to customers through channels like email, SMS, and push. You should have experience in direct ownership of the end-to-end customer experience and a history of driving key output metrics like reorder rates, lifetime value, etc
• A highly analytical background with clear examples of opportunity identification and pattern matching. This could be experience in data analytics/insights, time spent in Private Equity or Venture Capital, and/or other entrepreneurial endeavors. You should be excited about using those skill sets to improve our operations
• A background in Customers Experience with a focus on driving constant iterative improvements to the customer experience alongside some well-positioned and strategic big bets
• You have 3+ years of experience leading and growing teams, with a proven history of effective talent management and driving organizational change through process and interface evolution
• Bonus points for a working knowledge of SQL, ETL processes, and/or data transformation

• Lead and develop a high-impact team that will meaningfully improve the customer experience across the customer lifecycle. These initiatives will be diverse and could include reimagining what we communicate to customers during their onboarding, what products we recommend based on the needs of our customers’ and their dogs, and/or the unboxing experience (to name a few!)
• Work to 10x our operating efficacy – align with leaders across Engineering, Brand, Data, CX, Operations, Finance, etc. to identify the right processes, feedback loops, and organizational interfaces that will enable us to achieve our goals
• Build a data-driven and high decision-quality culture. Both individually and collectively dive deep in our data (including talking to customers) to uncover insights that allow us to methodically remove friction from the experience across key customer segments
• Own our tooling – constantly work to evolve the tools that enable us to achieve our mission faster, whether that’s tooling that we build internally or external tools like our sophisticated CDP infrastructure
• Manage any and all relevant third-party relationships and contracts

• Dog-friendly offices
• Equity packages
• Healthcare, Dental, and Vision insurance
• 401k match
• 12-week paid parental leave
• Flexible PTO and work-from-home policy
• Discounted fresh dog food
• Your pet interrupting video calls and in-person meetings is now a feature, not a bug

Total funding: $168.1m

Pet food production in the US is held to alarmingly low safety and quality standards despite being a $99 billion industry, which is hidden behind loose labeling and marketing regulations. When one of the founders of The Farmer's Dog realised that dog food was making his dog sick, they decided that dogs shouldn't be fed anything that wouldn't pass legal requirements for humans.