Director of Client Strategy
Zaelab
Director of Retention
Sundays
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Own the full subscriber journey—from onboarding to renewal, pause, churn prevention, and win-back.
- Design automated flows and campaigns that feel human, not transactional—messages your dog-loving customers actually want to open.
- Partner with creative and data teams to test, measure, and continuously improve engagement across all lifecycle channels.
- Ensure acquisition promises align with retention storytelling, creating one seamless, trusted customer experience.
- Lead our customer feedback engine—own NPS and survey programs to surface what’s working and what’s not.
- Translate insights into clear actions across teams, from product and operations to care and marketing.
- Champion the voice of the customer at the leadership table.
- Partner with Customer Care to turn reactive moments into opportunities for retention and delight.
- Work with Operations & Supply Chain to anticipate disruptions and communicate with empathy and clarity.
- Align with Growth Marketing so that every message—from first ad click to year-three renewal—feels cohesive.
- Own the health of our subscriber base: SCVR, churn, save rate, repeat purchase, LTV, and CAC:LTV ratio.
- Build forecasting models and dashboards to proactively spot and address churn risks.
- Turn numbers into narratives that drive action and innovation.
- Design programs that celebrate our community and turn customers into advocates.
- Scale one-to-one experiences through smart data use and thoughtful storytelling.
- Build a rapid experimentation muscle—constant curiosity over perfection.
- Create content that helps pet parents understand why Sundays matters, not just what it is.
Requirements
- 7+ years in retention or lifecycle marketing for a DTC or subscription brand (pet, CPG, or wellness preferred).
- Deep expertise in email, SMS, and CRM platforms
- Proven ability to drive retention, LTV, and customer happiness through creative and analytical means.
- Excellent communicator who thrives in collaborative, fast-paced environments.
- Passion for dogs and genuine belief in the Sundays mission.
Benefits
- Unlimited PTO – we trust you to take the time you need.
- Equity program – a chance to own part of the company!
- 401k plan with employer match – invest in your future.
- Annual work-from-home stipend – set up your workspace for success.
- Competitive Medical, Dental, Vision plans – company covers 80%.
- Sundays subscription for your pup! – because we care about your furry friends.
- Parental leave & PAWrental leave – support for growing families, both human and pet.
- Discounted pet insurance – keep your pets happy and healthy.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
retention marketinglifecycle marketingemail marketingSMS marketingCRM platformsdata analysisforecasting modelsdashboard creationcustomer feedback analysiscampaign design
Soft skills
communicationcollaborationcreativityanalytical thinkingcustomer advocacyempathycuriosityleadershipproblem-solvingstorytelling
