Director Of Loyalty & Retention

Company Overview: We’re the largest brand providing ESA (emotional support animal) approval services online in the United States. Our mission? To help pet owners live stress-free by simplifying access to resources that improve their mental, emotional, and physical health alongside their furry companions. As a rapidly growing company in the pet industry, we’re constantly expanding our portfolio of services and products to better serve pet owners nationwide.

If you’re a results-driven marketing leader with a passion for building loyal communities, we’d love to meet you.

About the Role:

As our Director of Loyalty & Retention, you’ll lead the charge in enhancing customer lifetime value, improving retention rates, and driving revenue through cross-sell, upsell, and referral opportunities. Reporting to the VP of Marketing, you’ll own the strategy and execution of loyalty and retention initiatives, overseeing the optimization of our current loyalty platform (Friendbuy) or implementing a more comprehensive solution.

This is a high-impact role requiring a balance of strategy (40%) and execution (60%) as you collaborate with marketing, creative, development, and customer support teams to design campaigns and processes that delight pet owners and strengthen our brand.

Key Responsibilities:

• Develop and execute strategies to reduce churn, increase NPS, and drive referrals.
• Optimize or rebuild our loyalty program, ensuring it resonates with pet owners and delivers measurable value.
• Leverage Klaviyo to create personalized, omnichannel marketing campaigns that engage customers year-round.
• Collaborate with cross-functional teams to improve customer contact rates and annual renewal processes.
• Analyze customer data and KPIs to identify opportunities for new products, services, or processes that enhance loyalty and retention.
• Mentor and grow a high-performing team while fostering a collaborative, fast-paced culture focused on efficiency and high ROI.

What We’re Looking For

Skills & Experience:

• Proven success in loyalty, retention, or lifecycle marketing roles (8–12+ years preferred).
• Strong proficiency with Klaviyo and loyalty platforms like Friendbuy.
• Expertise in analytics and KPIs related to customer lifecycle, retention, and loyalty.
• Experience in designing or optimizing loyalty and referral programs.
• A strong grasp of personalized, omnichannel engagement strategies.

Leadership Qualities:

• Ability to inspire, mentor, and grow a team.
• Skilled in identifying systems and processes to improve efficiency.
• Driven to execute high-return initiatives quickly without compromising quality.

Preferred Background:

• Experience in the pet industry or a related customer-centric field is a plus.
• A passion for pets and the positive impact they bring to their owners’ lives.

Our Culture:

At our core, we care about pets and their owners. We’re energetic, focused, and collaborative, always quick to identify the biggest opportunities for increasing revenue and margin. We embrace a fast-paced environment where pivoting is part of the game plan to achieve the greatest returns.

Why Join Us?

• Impact: Play a pivotal role in driving customer loyalty and retention for a rapidly growing leader in the pet industry.
• Flexibility: Fully remote role with a dynamic, supportive team.
• Growth: Join a company that’s expanding its portfolio and offers opportunities to shape your career.
• Passion: Be part of a mission-driven team that helps pet owners live stress-free lives.

Compensation & Benefits:

• Competitive base salary: $75,000–$100,000/year depnding on experience.
• Performance bonuses tied to KPIs.
• Health benefits, flexible schedules, and pet-friendly perks.
• Fully remote work environment.

How to Apply:

Ready to lead the charge in loyalty and retention for a brand that’s transforming the pet industry? Apply today with your resume and a short cover letter.

Job Type: Full-time

Pay: $75,000.00 - $100,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Describe your experience with each of the following: customer retention, reporting & data analysis, marketing strategy or similar, email automation & list segmentation, cultivating affiliate relationships, brand continuity, AI or machine learning, and other relevant experience

Experience:

• Marketing: 2 years (Preferred)

Language:

• English (Required)

Work Location: Remote