Director of Customer Retention

| Greater NYC Area

WHO WE ARE

The Farmer’s Dog exists to simplify giving every dog their best life. First up? Completely reimagining what pet food is, how it’s made, and how it’s delivered. We recently raised our Series B and are backed by the early investors of Warby Parker, Dollar Shave Club, Sweetgreen, and Glossier.

Our company was launched after our Co-founder, Brett’s, battle to cure the stomach issues of his Rottweiler, Jada. He quickly realized just how broken the commercial pet food industry was - even the “organic” and “natural” varieties proved to be heavily processed - and it was only when his vet recommended a fresh, home-cooked diet that Jada began to improve and was eventually cured. Through a combination of proprietary technology, and a lot of heart, our direct-to-consumer service was born.

Join The Farmer’s Dog team as we continue to figure out ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care 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, Design, Engineering, 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, customer lifecycle and loyalty strategies (email, SMS, segmentation, cohort analyses, in box experience, account experience etc.), then this role could be a perfect fit.

 KEY RESPONSIBILITIES

  • Design personalized, effective cross-channel strategies across email, SMS, in-box, digital site, etc. to address and alleviate any potential barriers and grow areas of opportunity.
  • Utilize data to understand our customers’ lifecycles, identify retention opportunities, and deploy strategies to improve their experience.
  • Develop tools and dashboards and work closely with data teams to benchmark, measure and forecast metrics like churn, LTV, reactivation, recurring revenue and adoption of new features/products.
  • Identify, strategize and execute opportunities to improve all things customers retention from churn to LTV.
  • Work with engineering and design to develop on-site features to encourage product loyalty and enhance the experience and convenience. 
  • Implement a communication strategy that reinforces subscription value, increases new product adoption, and improves customer satisfaction and brand certainty.
  • Deploy programs and touchpoints encourage word of mouth and referrals. 
  • Project manage across design, engineering, marketing and partners to meet deadlines while ensuring quality.

REQUIREMENTS

  • A proven track record in retention a direct-to-consumer or subscription business.
  • A customer-centric mindset and experience collaborating with engineering, design and brand to achieve a cohesive customer journey that succeeds in increasing recurring revenue and decreasing churn.
  • You are hands on with customer data, focused on uncovering actionable insights and deeply familiar with tools to support retention,CRM and digital product efforts.
  • You are comfortable with cohort and LTV analyses Business Intelligence tools, project management software, Google Analytics, and CDPs/ESPs (Bonus points for experience with SendGrid and Simon Data)
  • You have a working knowledge of SQL, Python, or R.
  • Experience with experimentation, including longitudinal tests
  • 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.

PERKS & BENEFITS

  • Dogs Everywhere! 
  • Brand new dog-friendly office in Greenwich Village
  • Discount on TFD food for your pup!
  • Comprehensive Healthcare, Dental and Vision
  • Unlimited vacation & sick days 
  • Flexible work-from-home policy
  • Team outings, coffee always brewed fresh, and a strong snack game

Read Full Job Description

Location

The Farmer's Dog is located in the heart of Williamsburg within walking distance from the L, G, J, M, and Z trains.

An Insider's view of The Farmer's Dog

What’s the vibe like in the office?

It's so refreshing to be able to walk into my job knowing that I'm truly making a difference. Every person on our team believes in our product and mission, so motivation and passion comes organically. Did I mention that our office is full of dogs?

Matt

Customer Experience

What projects are you most excited about?

We are changing the way people think about pet food by delivering fresh, healthy meals for dogs in personalized meal plans. Supply chain is exciting because it's basically the key differentiating factor for how we can be the most cost efficient, really impact the consumer experience for the better, and always make sure the dogs get fed.

Sana

Head of Operations

How does the company support your career growth?

I feel a crazy opportunity to grow my career the way I want to at The Farmer's Dog. We are encouraged to take risks and are surrounded by genuine, loving, and compassionate people. The culture is supportive of both dog and human health and wellness, and I love that I get to help dogs live longer lives with my dog, Emmy, by my side.

Adrian

Growth Manager

What is your vision for the company?

The Farmer's Dog is on a mission to change the way people think about feeding their pets. Our goal is to educate & give people the tools to give their pets the healthiest diet. We believe that once the world is educated about fresh food, people will stop feeding their pets processed food and the life expectancy for the entire species will increase.

Brett

Co-Founder & Head of Community

What does your typical day look like?

As CEO, I spend my days making the hard decisions, hiring the best people, protecting the team, and making sure the company is financially sound. I also get to choose which dogs are allowed in the office (all of them).

Jonathan

Co-Founder & CEO

What are The Farmer's Dog Perks + Benefits

The Farmer's Dog Benefits Overview

Health, dental, avocado toast, puppies.

Beat that, Google.

Culture
Partners with Nonprofits
We love partnering with rescue organizations, adoption centers, and other organizations who are as passionate about dogs and dog people as we are.
Eat lunch together
Whether we're ordering in, going out, or bringing our own, we take lunch seriously.
Group brainstorming sessions
We love a good offsite and have regular all-hands meetings led by the co-founders.
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
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