Responsibilities

• Drive subscriber retention and brand engagement across Golden Pet brands by executing and optimizing CX-led growth programs, including loyalty, gifting, in-box experiences, and retention-focused testing.
• Execute and manage CX growth program across Golden Pet brands, including in-box experience, gifting, free samples, loyalty initiatives, and CX-led retention tests
• Translate CX strategy into a prioritized execution roadmap focused on improving subscriber health, engagement, and lifetime value
• Lead the execution and optimization of in-box and post-purchase experiences, ensuring consistency, clarity, and measurable impact on early retention and satisfaction
• Own gifting and free sample programs, including test design, execution, and performance measurement
• Partner with Product to support the launch and optimization of subscriber-facing features that reduce friction and improve retention
• Collaborate with Brand and Marketing teams to activate CX programs through coordinated messaging and touchpoints
• Measure and analyze program performance using retention, engagement, and LTV metrics; translate insights into iteration and scaling decisions
• Manage and develop CX growth specialists, setting clear priorities, timelines, and success metrics
• Identify and propose new CX-led program opportunities that will meaningfully impact satisfaction, retention, or support reduction

Requirements

• CX-led growth and retention strategy in DTC or subscription environments
• Data-driven decision-making with the ability to translate insights into testable CX initiatives
• Strong understanding of subscriber lifecycle dynamics and churn drivers
• Cross-functional leadership and influence across Product, Brand, Marketing, Analytics, and Operations
• Operational rigor, including timeline management, QA discipline, and stakeholder communication
• Ability to balance experimentation with scalability and operational feasibility
• Required Education: Bachelor’s degree or equivalent experience
• 5–7 years of experience in customer experience, retention, loyalty, lifecycle, or growth program management
• Demonstrated ownership of CX or retention initiatives with measurable impact on engagement, churn, or LTV

Preferred

• Experience in DTC and/or subscription-based businesses
• Experience partnering closely with Product teams on feature launches or customer-facing improvements
• Bachelor’s in Business, Marketing, or related

Benefits

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions , ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan , where company contributions fund your retirement plan with company stock.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.