POSITION SUMMARY
We are seeking a Director of Retention Marketing to lead PetMed’s strategy, execution and review of channels, initiatives, and programs targeting our repeat customers. This role has four main areas of ownership: email, direct mail, subscription services, and reactivation. The role currently has one direct report and will report to the Chief Marketing Officer. The role has flexibility to be 100% remote.

PERSONAL QUALITIES
Passionate about understanding the pain points of a pet customer combined with a drive to take that understanding and translate it into experiences and offerings that build trust and loyalty of our customer base. Must be a strategic thinker with the ability to prioritize and have attention to detail and a willingness to roll up your sleeves and get into the details when necessary. Must possess a strong drive for results and be a critical thinker with a blend of creative and analytical smarts. Looking for team players with an obsessive customer focus and infectious enthusiasm. A scrappy, continuous learner through test/fail and studying best practices is a must. Must be coachable, respectful, honest, and self-motivated.

RESPONSIBILITIES

Email
• Oversee the strategy, approval, execution, and performance of email marketing
• Oversee direct report who manages email calendar, creative, messaging, and offers
• Develop, track, and optimize overall email performance metrics
• Review, revise, and improve our email segmentation, personalization, and testing strategies
• Monitor email delivery and domain reputation metrics

Direct Mail
• Oversee the strategy, approval, execution, and performance of direct mail program
• Work with data, creative, agency teams to ensure direct mail strategy is achieving our objectives of improving repeat purchases, compliance, retention, and LTV
Subscription Services
• Lead the strategy, promotions, analysis, and performance of product subscription program
• Work with data team to analyze subscription performance, including attach, cancels, retention, and frequency.
• Propose strategy to improve the program’s attractiveness through adding additional services
• Work with executive leadership to test, release, and track enhancements to the program
Reactivation
• Lead omnichannel cross/upsell and compliance initiatives across our repeat base
• Lead campaigns to drive trial and usage of telemedicine offering
• Coordinate, execute and review co-op performance across retention initiatives
• Formulate strategy to improve customer loyalty. Work with data analytics team to develop, track, understand, and improve loyalty metrics
Monthly Reviews:
• Lead monthly business reviews with executive leadership

EXPERIENCE/SKILLS NEEDED

• 5+ years of senior retention marketing experience either in email, direct mail, or reactivation marketing roles.
• Strong operational understanding of mid-tier ESPs such as Braze, Iterable, etc.
• Experience with advanced audience testing and segmentation in email and direct mail.
• Experience running large customer reactivation campaigns through digital channels with demonstrably positive results
• Highly organized, communicative, and has a bias for action, including learning by testing
• Priority focused, detail oriented, urgency-based owner with a strong drive for exceeding performance goals
• Ability to collaborate across internal teams in executing and analyzing campaigns
• Creative and proactive thinker and tinkerer who has a constant flow of great ideas yet has the ability to prioritize and execute. Loves to test new ideas.
• A leader who can move articulate high-level strategy, analyze performance, and lead the charge forward

QUALIFICATIONS NEEDED

• Bachelor’s degree required
• 5+ years of increasingly senior roles overseeing or operating retention marketing activities in either email, direct mail, or reactivation channels
• Experience at an ecommerce, DTC retailer strongly preferred
• Strong verbal and written communication skills.
• Strong organization skills: Ability to manage and prioritize multiple competing assignments and deal with short timeframes.
• Strong leadership and people development experience and skills
• Insanely curious about every aspect of the user experience across every touchpoint.

The Department Head has the discretion to hire personnel with a combination of experience and education which may vary from the above listed qualifications.