Senior Lifecycle Manager

The Farmer's Dog • New York, NY

4d • $150,000 - $165,000 • Onsite

About The Position

The Farmer's Dog is looking for a Senior Lifecycle Manager to own customer lifecycle communications and strategy, while sponsoring lifecycle strategy across several high-priority initiatives. You’ll partner closely with Product Engineering and Data to move concepts from manual, in-the-weeds execution to scalable, real-time customer journeys, lead the experimentation that shapes how we talk to customers at critical moments, and manage and grow a direct report as this work scales.

One Team: We don’t think of ourselves as “Acquisition 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.
We are skeptical about everything and precious about nothing: Ideas can and should come from anywhere, and we aren’t tied to our own. We proactively source input. We talk to our customers and leads regularly and are quick to change course if we know there’s a better or more impactful way to solve problems.
We consider the customer journey in all of our decisions: We know that no interaction exists in a silo and therefore understand how important every single one is. We ensure our strategy sets prospective and new customers up for success and drives long-term retention. We answer questions and address problems early and proactively. We understand the value of different channels, initiatives, and messages and know how to articulate impact and advocate for prioritization holistically.
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 – i.e. acquisition is hyper-focused on improving customer retention and experience.
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.

Requirements

• 6+ years of lifecycle, CRM, or retention marketing experience, ideally at a DTC or subscription business, including hands-on ownership of a lifecycle communications platform.
• People management experience and know how to run consistent ceremonies and feedback that help a direct report grow.
• Comfortable owning ambiguous, cross-functional initiatives, partnering with Product Engineering and Data to translate technical constraints into effective customer-facing communications.
• Experience designing and running lifecycle experiments, from test setup through QA, analysis, and iteration.
• Able to balance hands-on execution with senior-level strategy, moving fluidly between day-to-day comms work and sponsoring adjacent initiatives.
• Able to thrive in a fast-paced and ambiguous environment, naturally curious and proactive self-starter, constantly on the lookout for new opportunities and solutions
• An owner, have excellent problem-solving skills and can prioritize tasks effectively, with a strong attention to detail
• Detail-oriented and proactive, thrive as a self-starter and excel in managing multiple projects simultaneously
• Skilled communicator and have the ability to absorb and distill complexity into simple terms to drive decision making.

Nice To Haves

• Love dogs.

Responsibilities

• Own end-to-end lifecycle communications from Welcome to Order Delivered and beyond, and transition manual, day-to-day execution to fully automated, event-triggered messaging in partnership with Product and Engineering.
• Define the content and messaging strategy across the customer journey, including storage, feeding prep, portioning guidance, transition pacing, and support for picky eaters, to name a few.
• Shape the education, content, and claims strategy to build customer understanding and belief in the format.
• Lead the 90-day experience and check-in comms experiment end to end, such as test design, audience targeting, and setup in Simon, plus QA, analysis, and iteration, in partnership with Product and Engineering.
• Partner with Data to rebuild existing customer flows and build new ones, including new product lines and categories, as structured journeys in Simon, enabling more real-time customer data, usability, and lifecycle optimization.
• Serve as lifecycle sponsor for strategy, enablement, and risk across adjacent growth initiatives, including mixing, weight management, Black Friday support, customer discounting, and subscriber go-to-market.
• Manage and develop a direct report, running consistent ceremonies and feedback that model strong lifecycle practices and drive visible growth.
• Support ad hoc lifecycle needs for emerging initiatives as priorities evolve.

Benefits

• Dog-friendly office in SoHo
• Market-competitive compensation and equity packages
• Comprehensive Healthcare, Dental, and Vision
• Company supported mental health benefits
• 12 week paid parental leave
• Competitive 401k plan with company match
• Flexible PTO
• Discounted fresh food for your pup
• Your pet interrupting video calls (and in-person meetings) is now a feature, not a bug

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed