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11 Mar 2022
Full-Time Retention Marketing Manager
Job Description
Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals, dogs can truly live their healthiest, happiest lives.
We are a U.S. based distributed team and are backed by the same venture capital companies behind Instacart, Warby Parker, Glamsquad, Mirror, Prose, and Allbirds.
We are seeking a Retention Manager to join our Member Experience team. This role reports to the Sr. Manager of Member Experience. You will support initiatives aimed at delivering best in class experiences for our Ollie customers, increasing their lifetime value, and reducing member churn. You will develop a deep understanding of our customers and their behavior, develop and plan marketing campaigns and customer programs that drive desired performance for our customers. From the first bite to loyalty, you will be there – supporting execution of marketing campaigns to drive member engagement, increasing LTV, cross sell/upsell, loyalty, and referrals. You will be responsible for helping to bring to life elements of our lifecycle marketing across channels, from program execution, through to analyzing, reporting, testing, and optimizing.
Ollie is a DTC company and we’ve built an incredible brand with raving customers, both humans and dogs alike. With your analytical prowess and customer-focused methodology, you will support a cross-functional team to develop, scale, and optimize effective programs that drive higher customer LTV and long term loyalty.
Responsibilities
- Craft and manage the strategy, planning, development, and execution of effective and memorable customer life-cycle experiences across multiple channels and mediums, including email, texts, physical materials, inbox etc. that drive measurable improvements in customer engagement, loyalty, decreased churn, and increased retention rates
- Utilize analytics, data, and customer insights to identify, size, and prioritize opportunities that drive higher lifetime value for our target customer segments
- Analyze and improve cohort performance by product, geography, channel, and other factors to understand what factors contribute to
- Ensure key stakeholders have visibility to planned member activities and integrate programs into all appropriate communications channels
- Draft program designs, creative briefs, and manage the creative review and proofing process ensuring that execution is consistent with a defined strategy
- Review performance reporting, offers and experiences to shape future program activities
- Manage the development of campaign assets including gathering requirements, managing the creative review and approval process, collaborating with internal designers, copywriters, and developers, ensure adherence to brand guidelines
- Lead regular, lifecycle business reviews with cross-functional stakeholders; own tracking and reporting of key lifecycle marketing performance metrics
- Partner with our Product teams (digital and physical) to identify, test and deploy improvements to the Member journey to decrease churn and increase overall NPS
- Develop and monitor automated programs and support with integration of new communication channels into our marketing strategies
About you
- You have 3+ years of relevant experience (bonus if you have done retention marketing for a consumer subscription business)
- You have a successful track record of developing and executing lifecycle marketing strategies, including measuring and delivering on performance targets
- You are highly data-driven and have strong project management skills to aid you in designing/ optimizing marketing programs to deliver upon company goals and metrics
- You are passionate about clarity and hierarchy of communications, and have developed and managed cross channel communication plans and strategies
- You have exceptional analytical skills and the ability to formulate logical, data-driven business insights and test new ideas to improve retention
- You have strong leadership skills and the ability to work cross-functionally with multiple departments including but not limited to Product, Content, Operations, and BI
- You have a deep understanding of customer segmentation and the ability to read data
- You have experience segmenting customer data or reporting from CRM platforms (Bonus if you have experience in Iterable or Segment)
- You have experience with reporting and data visualization tools (bonus for experience in Looker or Mixpanel).
- You have experience with loyalty programs/platforms (bonus for experience with Yotpo)
- You have experience with Reviews or Referral Platforms (bonus for experience with Trust Pilot or Extole)
- You are comfortable pivoting between strategy and execution
- You are detail-oriented, operate with urgency, and are comfortable with a high degree of dynamism and changes in the business
- This is a remote position and will require a go-getter to be able to influence others to help achieve your agenda over zoom and slack
Benefits
- Competitive salary and a stake in the company
- Sponsored 401k program with employer match up to 4%
- Comprehensive health coverage including medical, dental and vision
- Unlimited vacation policy that you’re encouraged to use
- Paid parental leave
- 1-week paw-ternity leave for new dog parents
- Ollie subscription for one dog
- Inspiring pack members!
How to Apply
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