Director, Retention Analytics

Fetch

1d•$140,000 - $150,000•Hybrid

About The Position

Fetch has created a new Loyalty & Retention organization, accountable for member retention and satisfaction. This role is the analytics function behind it. You'll own the measurement, modeling, experimentation, and forecasting that determine what Fetch believes about why members leave and what keeps them. Your work drives decisions on lifecycle communications, channel quality, payment recovery, and how the save desk spends its time. You own the conclusions, not just the data — and you'll stand behind them when they cut against what people expected. Because much of what moves retention sits with teams you influence rather than direct, the case has to be won on evidence, and you'll often be the one presenting it.

Requirements

6+ years in analytics, with meaningful time in subscription, insurance, or other renewal-based businesses
Advanced SQL — you work independently in a modern warehouse
Retention and survival analysis: cohorts, survival curves, hazard modeling, and the judgment for when each applies
Experimentation depth: tests that changed real decisions, and the rigor to know when a result you like is still noise
Forecasting with accountability for accuracy, not just production
The ability to bring an unwelcome finding to executives and hold your position
Clear writing — much of your influence happens in documents

Nice To Haves

Payments/billing analytics (decline codes, retry and dunning)
Python or R
Pet or P&C insurance
Actuarial partnering
Contact-center analytics
Analytics-engineering practice.

Responsibilities

Definitions: One agreed definition of cancellation reasons, retention, persistency, and save rate, reconciled with BI, the Chief Analytics Officer, and the lead actuary. You work inside the company data model, not a parallel one.
Voluntary churn: Retainable vs. non-retainable cancellation, with survival curves by acquisition source and tenure — not a blended rate.
Involuntary churn: The payment-failure view (decline code, card brand, funding type, frequency) and recovered premium, worked with Retention Operations into interventions.
Channel quality: Attribution by partner — and where data allows, by partner rep — ranking campaigns by retained value, not acquisition cost.
Satisfaction: Link NPS/CSAT movement to retention at the segment level, and separate real sentiment shifts from survey-mix effects.
Experimentation: The lifecycle test portfolio, hypothesis to readout to decision, plus a durable archive so settled questions stay settled.
Forecasting: Separate voluntary and involuntary churn models, reconciled with the CAO and actuary and back-tested against actuals.
Save desk analytics: Save rate with defensible denominators, cost per save, offer effectiveness, win-back, and agent-level performance across 27 agents.

Benefits

Comprehensive Medical, dental, and vision plan for you and your family
Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available
Highly competitive 401(k) matching
Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days
Paid company (9) holidays, including (1) floating holiday
Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year
Educational Assistance Program
Fetch Discount Perks Program
Volunteering - earn up to 8 hours per calendar year at nonprofit organizations
Employee Referral Incentive
Tuition Assistance
Commuter Benefits
Employee Assistance Program (EAP)