Senior Manager of Lifecycle Marketing, The Farmer's Dog

• You have at least 8 years of 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
• You have strong analytical skills and a consistent track record of working with data to drive email campaign conceptualization and business results. Bonus points for Looker and/or data transformation experience
• You have excellent communication (written and verbal) skills, the highest attention to detail and ability to communicate clearly and productively to drive business results and improve the customer experience
• You love the idea of being given the keys to an incredibly robust segmentation/personalization engine is incredibly exciting -- you probably already have ideas about what you’d like to implement
• You're an expert in email & SMS automation. Bonus points for experience with CDPs like Simon Data, Iterable, Optimove, etc. Working knowledge of SQL is a plus
• You have a solid understanding of HTML, Java-based template languages (Jinja, Django, ESP-specific, etc.)
• You are able to thrive in a fast-paced and ambiguous environment, are naturally curious and proactive self-starter, constantly on the lookout for new opportunities and solutions
• You have strong thought leadership, and business partnering skills at all organizational levels, with an ability to manage tight timelines and shifting priorities
• You are an owner, have excellent problem-solving skills and can prioritize tasks effectively
• Bonus points for deep winback experience!
• You love dogs

• We have big ambitions, our mission is to give dog lovers true peace of mind by helping them do the best for their dogs – this will require us to completely reimagine how we care for our dogs and drive meaningful shifts in an industry that is desperate for change
• We don’t believe this is possible by implementing “best practices” or operating how the rest of the industry operates
• That’s why we’re looking for a highly analytical and principles-driven Lifecycle & CRM Manager to holistically improve key moments in our customer experience
• Reporting into our Director of Retention & Customer Lifecycle, your job will be to use any and all of the resources available to you (internal groups, data, operational levers, tools, etc.) to improve the customer experience and drive life-long retention
• You’ll have the opportunity to take the foundation we have in place today and evolve it to deliver on our customer promise to turn unconditional love into uncomplicated care
• Work with the TEAM to identify and solve problems, obsess over operational excellence – always working to improve our process, feedback loops, and organizational interfaces
• Inspire groups with diverse skill sets to work together efficiently to change paradigms in pet health
• Uplevel our customer decision making. Continue to foster a culture and develop a talent for routinely making excellent decisions on behalf of our customers and the business
• Meaningfully improve customer retention. Use every resource, touchpoint, and opportunity available to you and the Team to meaningfully improve our customers’ lives and build a healthy business that will stand the test of time
• Prioritize your time for impact. Create the right touchpoints, feedback loops, organizational interfaces to make impactful decisions quickly
• Create a culture that thrives in delivering value and iterations on a daily basis
• Drive TFD’s lifecycle strategy -- implementing high-impact initiatives across the customer lifecycle that focus on retention and revenue generation
• Partner with departments across the business to deeply understand our customers and use those insights to launch relevant longitudinal experiments that improve dogs’ lives
• Develop a deep understanding of challenges/areas of opportunity in the customer decision making journey through quantitative and qualitative data; translate complex business questions into concrete learning objectives and data solutions
• Work closely with our Data, Engineering and Product groups to understand our customer’s experiences and identify what, when and how we can improve communication to our customers
• Own strategy for winback and churned customers from top to bottom, work directly with our Treats group on new product launches and add on strategy
• Run the campaign deployment process to ensure impactful campaigns launch smoothly (and mistake free!)
• Partner closely with our Customer Experience (CX) department to bring to bear lifecycle automation to improve customer and agent experience, as well as identify growth opportunities within conversations and responses

• 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.