“Yotpo is a fundamental part of our recommended tech stack.”
Laura Doonin, Commercial Director
We have big ambitions, our mission is to give dog lovers true peace of mind by helping them do the best for their dogs – this will require us to completely reimagine how we care for our dogs and drive meaningful shifts in an industry that is desperate for change. We don’t believe this is possible by implementing “best practices” or operating how the rest of the industry operates.
That’s why we’re looking for a highly analytical and principles-driven Lifecycle & CRM Manager to holistically improve key moments in our customer experience. Reporting into our Director of Retention & Customer Lifecycle, your job will be to use any and all of the resources available to you (internal groups, data, operational levers, tools, etc.) to improve the customer experience and drive life-long retention. You’ll have the opportunity to take the foundation we have in place today and evolve it to deliver on our customer promise to turn unconditional love into uncomplicated care.
What do we believe is important to achieve those goals?
One Team: We don’t think of ourselves as “CRM Marketers”, “Engineers”, “Data Analysts”, or “Product Managers”. Beyond denoting skill sets and areas of expertise, we don’t think departments matter. We’d rather align ourselves to the goals we’re working to achieve and make sure we have necessary subject matter expertise to drive meaningful impact. We strive to orient ourselves around customer problems TOGETHER – getting the right people, with the right context, in the right rooms/Zooms to solve problems holistically.
Where you’ll come in: Work with the TEAM to identify and solve problems, obsess over operational excellence – always working to improve our process, feedback loops, and organizational interfaces. Inspire groups with diverse skill sets to work together efficiently to change paradigms in pet health.
We Love Our Customers: Many companies claim to be “customer first” or “customer obsessed”, but in reality it’s surface level proclamations where the first question is typically “what’s in it for us?” not “what can we do for our customers?”. At The Farmer’s Dog, we believe this is a false choice, what’s good for our customers and their dogs can and should also help us build a healthy business. To that end, we talk to customers every day – we sit in interviews, shadow customer service agents, use our own product, and use every form of data available to us to inform ways to improve our customers’ experience.
Where you’ll come in: Uplevel our customer decision making. Continue to foster a culture and develop a talent for routinely making excellent decisions on behalf of our customers and the business.
We Execute For Impact: We don’t subscribe to “best practices” or “industry KPIs”. We’re uninterested in how we compare to “benchmarks”; instead we orient ourselves around being the best we can possibly be. Similarly, we don’t subscribe to rigid or classical expectations of roles – our CRM group can write software requirements, our engineers recommend and implement changes to the customer lifecycle, our data analysts talk to customers and so on. We don’t ask ourselves, “what am I supposed to be working on today?”, we ask ourselves “what can I do today to have the biggest impact on our customers possible?”.
Where you’ll come in: Meaningfully improve customer retention. Use every resource, touchpoint, and opportunity available to you and the Team to meaningfully improve our customers’ lives and build a healthy business that will stand the test of time.
We Are Focused and Work Without Assumption: We are not beholden to ideas. We have goals and believe everything beyond that is a series of hypotheses to validate. To that end, we seek to work in sequence and not in parallel. We constantly ask ourselves, “what’s the most important hypothesis I should be working on right now? How do I confirm or reject that hypothesis as fast as possible?”. We rarely have timelines/deadlines and are constantly taking in new information and adjusting our priorities accordingly. We don’t expect to be perfect the first time.
Where you’ll come in: Prioritize your time for impact. Create the right touchpoints, feedback loops, organizational interfaces to make impactful decisions quickly. Create a culture that thrives in delivering value and iterations on a daily basis.
How You’ll Make An Impact
About The Growth Team
We have five principles that describe our approach:
Holistic thinking: We know that nothing exists in a silo.
Disciplined prioritization: We need to bring perspective, clarity and guidance to the team.
Data-driven decision-making: We use first principles and are skeptical. We establish context.
Proactive collaboration: We build vast common knowledge and encourage synchronous, streamlined work from our colleagues and diversity in problem-solving.
Execute for impact: We are responsible for the growth of the business and the perception of our brand. We are resilient, accountable and relentless.
Office Guidelines
The office is open and available for all Monday through Friday. We ask all team members to be in office a minimum of 2 – 3 days a week to build a collaborative and invested environment to foster our unique in-person culture we are proud to have. This office policy is subject to change at company discretion.
We commit to building a competitive compensation package and company environment for all individuals to thrive. We believe in competitive base compensation rooted in location specific market data and performance along with equity ownership in the company that allows every team member to build their personal wealth as the company grows, just as much as we believe in fostering a culture that supports our team members personally, professionally, and holistically. For this role the anticipated hiring base compensation range is $127,000 – $145,000 USDAnnual and the compensation offered will include a robust market competitive package of base and equity. In addition to your base compensation offer you will also receive equity ownership in the company. More information about the value of this equity will be shared at the time of offer. This range is representative of NYC Market Data if you are applying to this role outside of the NYC area the range may change.
“Yotpo is a fundamental part of our recommended tech stack.”
Laura Doonin, Commercial Director
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