Who We Are

The Farmer’s Dog is the fastest growing pet health service company in the US, and was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care – a fresh proposition in an industry riddled with manipulative and misleading marketing. We’re starting by radically improving the $100 billion pet food market, replacing bulk bags of highly-processed pellets with a personalized subscription service that sends healthy, freshly-made dog food, balanced by top veterinary nutritionists, directly to customers’ doors. Our ultimate goal is to create innovative, honest, and delightful experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic and forward-thinking culture uniquely position us to shepherd this backwards industry into the future.

To date, The Farmer’s Dog has delivered hundreds of millions of meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to our customers, health to their companions, and much-needed change to the way people feed and care for their pets.

#LongLiveDogs

What We Stand For and Where You’ll Come In

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 Director of Retention to holistically improve key moments in our customer experience. Reporting into our Head 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 (both team & tech stack) 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? Where do we expect you to have an impact? 

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. Create a culture and develop a talented team that routinely makes 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 and the time of the Team for impact. Create the right ceremonies, feedback loops, organizational interfaces to make impactful decisions quickly.  Create a culture that thrives in delivering value and iterations on a daily basis. 

What Your Work Will Entail:

One of the amazing things about not subscribing to the traditional and classic definitions of roles is that we expect you to have an active hand in shaping this role and what you’ll focus on. The below is meant to be an illustrative list of the kinds of initiatives you might work on, but it’s not meant to be comprehensive nor prescriptive. 

• Lead, manage and develop a high-impact team that will meaningfully improve the customer experience across the customer lifecycle. These initiatives will be diverse and could include reimagining what we communicate to customers during their onboarding, what products we recommend based on the needs of our customers’ and their dogs, and/or the unboxing experience (to name a few!). 
• Work to 10x our operating efficacy – align with leaders across Engineering, Brand, Data, CX, Operations, Finance, etc. to identify the right processes, feedback loops, and organizational interfaces that will enable us to achieve our goals. 
• Build a data-driven and high decision-quality culture. Both individually and collectively dive deep in our data (including talking to customers) to uncover insights that allow us to methodically remove friction from the experience across key customer segments. 
• Own our tooling – constantly work to evolve the tools that enable us to achieve our mission faster, whether that’s tooling that we build internally or external tools like our sophisticated CDP infrastructure. 
• Manage any and all relevant third-party relationships and contracts

We're Excited About You Because 

There is no single background or set of experiences that we’re beholden to. Confident you could drive impact in the areas outlined above? Apply and let us know why. The below is the kind of backgrounds we’re most excited about currently. 

• Experience working in product management in a deeply customer-centric environment and role. You should have experience solving a diverse set of customer problems and be looking to take a step beyond “Product” to lead a complete business vertical. 
• Experience working in CRM/Customer Lifecycle with a demonstrated history of taking ownership beyond ‘just’ what is communicated to customers through channels like email, SMS, and push. You should have experience in direct ownership of the end-to-end customer experience and a history of driving key output metrics like reorder rates, lifetime value, etc. 
• A highly analytical background with clear examples of opportunity identification and pattern matching. This could be experience in data analytics/insights, time spent in Private Equity or Venture Capital, and/or other entrepreneurial endeavors. You should be excited about using those skill sets to improve our operations. 
• A background in Customer Experience with a focus on driving constant iterative improvements to the customer experience alongside some well-positioned and strategic big bets. 
• You have 3+ years of experience leading and growing teams, with a proven history of effective talent management and driving organizational change through process and interface evolution.
• Bonus points for a working knowledge of SQL, ETL processes, and/or data transformation 

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.

Our DEI Philosophy:

Our company’s mission is rooted in deep, genuine care for dogs – and for the people who love them. As an organization we are full of individuals who are unique in many ways, but all united in a mission of providing true peace of mind to dog lovers everywhere. Fixing this industry and improving the lives of pets and their people will be a difficult, decades-long endeavor. We believe the best use of our time, energy, and resources as a collective team is to focus on this mission, and on supporting our team to do their best work and be their best selves. In support of this we’re committed to hiring and supporting a diverse workforce, and investing in internal structures, opportunities, hiring/promotions processes, and training that create and sustain an inclusive team. We strive to provide an experience at TFD that will be invested, meaningful and memorable as we progress on the journey to reimagine how we feed and care for our pets.

A Few of Our Best Benefits

• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible paid time off policy
• Discounted fresh food for your pup
• Your pet interrupting video calls is now a feature, not a bug

Office GuidelinesThe 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 $190,000 - $200,000 USD Annual 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.