Customer Retention Manager at The Farmer’s Dog
New York City, NY, US

The Farmer’s Dog is the leading tech-enabled pet health brand on a mission to disrupt the $90b global pet food industry. The company is VC backed by the early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.

In an industry with little regulation, constant recalls, and rampant misleading advertising, The Farmer’s Dog brings a fresh perspective that all dog lovers have been waiting for. Utilizing its proprietary technology, The Farmer’s Dog’s first service reimagines pet food by making healthy, fresh food incredibly easy to feed. Vet-developed subscriptions are personalized to each customer, while fresh, human-grade food is pre-portioned for each dog and home-delivered within days of cooking. The service has delivered millions of meals and is quickly revolutionizing the broken pet food industry.

The company was launched after Brett’s battle to cure his dog’s stomach issues illustrated how processed and un-healthy even “organic” and “natural” pet food truly was. After testing every pet food on the market without success, Brett resorted to a fresh, home-cooked diet at his vet’s recommendation. The results were staggering — Jada was cured. Once he realized how powerful and healthy fresh food can be, he team up with Jonathan to develop a fresh alternative to pet food and create the product they wished existed for their own dogs (and dogs everywhere).

Join The Farmer’s Dog team on its mission to bring peace of mind to customers, health to their companions, and fundamentally change the way people think about caring for their pets.

Only “dream job” applicants, please. #mustlovedogs

THE ROLE 

We’re looking for an analytical and innovative Retention Marketing Manager to lead and develop our retention efforts. You’ll be joining the Growth Team, which works to grow The Farmer’s Dog’s active customer base.

In the role, you’ll partner with teams across the business (Acquisition, CX, Brand, Operations, etc.) to build, deploy, test, iterate, and scale best-in-class retention marketing efforts that transform trial subscribers into loyal evangelists that feed their pets The Farmer’s Dog for life.

This is an opportunity to build out a function and drive major impact. If you love spaghetti charts and have a deep, nuanced understanding of CRM and loyalty marketing strategies (email, SMS, segmentation, cohort analyses, etc.), then this role could be a perfect fit.

 
KEY RESPONSIBILITIES
 
  • Design personalized, effective cross-channel messaging strategies across email, SMS, in-box collateral, etc. to address and alleviate any potential barriers.
  • Utilize data to understand our customers’ lifecycles, identify retention opportunities, and deploy marketing strategies to improve their experience.
  • Develop tools and work closely with data teams to benchmark, measure and forecast metrics like churn, LTV, reactivation, and adoption of new features/products.
  • Implement a communication strategy that reinforces subscription value, increases new product adoption, and improves customer satisfaction and brand certainty.
  • Deploy a variety of marketing touch-points to encourage adoption of the referral program.

REQUIREMENTS

  • A proven track record in retention marketing in a direct-to-consumer business.
  • A customer-centric mindset and experience collaborating with other marketers and teams to achieve a cohesive customer journey that succeeds in retaining and expanding relationships with customers.
  • You are focused on uncovering actionable insights and deeply familiar with tools to support retention and CRM efforts.
  • You are comfortable using Google Analytics, Business Intelligence Tools, Email Creation/HTML, and ESPs (Bonus points for experience with SendGrid and Simon Data)
  • You have a working knowledge of SQL, Python, or R.  
  • Prefer dogs to other species.

ABOUT THE MARKETING TEAM

We are responsible for new customer growth and designing incredible customer experiences that drive best-in-class retention.
We have five principles that describe our marketing approach:

  1. Holistic thinking: We know that nothing exists in a silo.
  2. Disciplined prioritization: We need to bring perspective, clarity and guidance to the team.
  3. Data-driven decision-making: We use first principles and are skeptical. We establish context.
  4. Proactive collaboration: We build vast common knowledge and encourage synchronous, streamlined work from our colleagues and diversity in problem-solving.
  5. Execute for impact: We are responsible for the growth of the business and the perception of our brand. We are resilient, accountable and relentless.

BENEFITS

Health, dental, avocado toast, puppies.