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Customer Retention Marketing Manager

Customer Retention Marketing Manager

Job Locations 
Marketing/Public Relations/Advertising
Company Name 
Darwin's Natural Pet Products

More information about this job





About Darwin’s

At Darwin’s Natural Pet Products, we want our four-legged customers to love their food and our employees to love their jobs. For the past 14 years, we’ve dedicated ourselves to helping pets and their owners enjoy more years of healthy companionship by making it easy and affordable for dog and cat owners to feed fresh, all-natural meals to their pets. We make our meals using human-grade ingredients, and deliver them directly to customers’ homes on a subscription basis throughout the US.


Our customers frequently tell us that our meals change their pets’ lives - that’s why we say that feeding our meals is “the healthiest thing you can do for your pet”.


As our Customer Retention Marketing Manager, you will lead our efforts to serve the needs of our subscribers, and to nurture our relationship with them.  Your efforts will help improve the lives of pets and their owners across the country.



Who we're looking for

An experienced, data-driven Customer Retention Marketing Manager who cares deeply about creating outstanding consumer experiences.  You will be the company leader in defining how customers engage with Darwin’s – from their initial trials with us to the on-going relationships that last many years.  You have an intense focus on the user, and while metrics are key, your decisions are focused on customer's happiness and satisfaction.


The ideal candidate will have 4+ years of relationship marketing experience, and has successfully implemented retention and experience efforts.  You possess strong marketing instincts, and understand that working in a small, fast-growing company means finding the balance between creating strategies through proper data analysis, and ensuring program execution.  The candidate will bring a test-and-learn mindset to constantly improve results, and enjoys working across multiple teams to get their ideas implemented.


The right candidate will have a track record of success in digital marketing best practices, especially in impacting retention and attrition rates, will understand the multiple ways customers connect with us, and possesses the ability to identify new opportunities.  This individual will build on the success of our current initiatives, and will create significant upgrades to those efforts.


This key role reports to Darwin’s Vice President of Marketing.




  • Own the retention rate metric for the company, and drive programs to reach retention goals based on tests and consumer insight
  • Define research with vendors to determine key factors in user experience, engagement, customer satisfaction and loyalty
  • Develop a data-driven understanding of our customers, and help create key customer definitions including customer segmentation, positioning, personas and targeting
  • For each key audience, help define, design and ensure implementation of the end-to-end customer experience (including engagement with the website, product, packaging, customer service, communications, etc.)
  • Develop and execute database marketing and email campaigns through marketing automation tools
  • Help update Darwin’s brand identity and how it connects to the customer experience
  • Create regular reports on customer life cycle checkpoints and retention
  • Lead planning and execution of all communications to our customer base


Required Experience

  • 4+ years experience in consumer relationship, retention or CRM marketing
  • Experience in designing customer experience programs or features
  • Ability to work with marketing automation tools and execute email marketing campaigns
  • Analytical, data-driven mentality, with a bias for actions that drive measurable impact
  • Self-starter with an intense curiosity and drive to experiment and learn
  • Results-oriented problem-solver and team player
  • Excellent oral, written, organizational and interpersonal communication skills
  • Deep experience with Excel and business intelligence tools (such as Google Analytics and other web measurement tools)
  • Bachelor’s degree in Marketing, Economics or a relevant field, MBA preferred


What we offer

  • Competitive compensation, 401k with matching contributions, competitive benefits package, including medical, dental, and vision insurance
  • Free Parking
  • Bring your dog to work everyday and have access to free dog food
  • Lots of treats
  • This position is based at Darwin’s HQ in Tukwila


Why Work With Darwin’s?

OUR COMPANY. Our fast-growing company is passionate about pet health, dedicated to quality, and committed to innovation. Our goal is to make it affordable for pet owners to provide a healthy diet so their pets can live longer more active lives.


OUR BENEFITS & PERKS.  We offer competitive pay, and top-notch benefits, such as a health plan and snacks. One perk you won’t see just anywhere: free top-quality pet food for your dog or cat.

We offer a friendly atmosphere and terrific people who work hard, radiate positivity, and love pets (“How’s your dog doing?” is our favorite icebreaker). Our environment is highly collaborative across all parts of the company, and our team deeply cares about the health and well-being of our customers, their pets and each other.


Applications are only accepted online. Please apply with your cover letter and resume in a single document. NO PHONE CALLS PLEASE.