Senior Manager Sales (Shelter & Breeder Channels)

Fetch

7d•$115,000 - $125,000•Remote

About The Position

This role is responsible for overseeing teams who will drive breeder sales growth, increase retention rates, improve the early member experience by providing a personal concierge experience for our customers and potential customers, and ensure customers quickly realize the value of their Fetch coverage. You will oversee outbound engagement strategies, coach team members to deliver aggressive sales goals, exceptional customer experiences, and collaborate cross-functionally with Shelter Sales, Retention, and Member Experience teams to optimize onboarding performance and long-term policyholder satisfaction. The ideal candidate is a people-first leader who thrives in a fast-paced environment, is passionate about coaching and performance development, and is motivated by building strong customer relationships while supporting pets and their families.

Requirements

3+ years of leadership or management experience in sales, customer success, retention, member experience, or call center operations.
Experience managing outbound engagement or customer onboarding teams preferred.
Strong coaching, communication, and employee development skills.
Proven ability to drive a sales organization to exceed sales goals, retention, engagement, and customer satisfaction performance metrics.
Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Strong analytical and problem-solving capabilities with a data-driven mindset.
Proficiency with CRM systems, reporting tools, and customer engagement platforms.
Strong technical skills.
Experience working cross-functionally with sales, operations, or customer support teams.
Passion for pets and commitment to delivering exceptional customer experiences.

Nice To Haves

A customer-first mindset with a passion for helping pet parents succeed.
Strong leadership presence with the ability to motivate and inspire teams.
A proactive, solution-oriented approach to improving processes and outcomes.
Empathy, adaptability, and the ability to thrive in a growing, mission-driven environment.

Responsibilities

Lead, coach, and develop the Breeder Sales team to meet and exceed growth targets, apply versatile strategies to meet customers needs, and apply strong sales tactics in an all-outbound sales environment.
Manage daily outbound engagement operations, including calls, emails, callbacks, and onboarding campaigns for new policyholders.
Monitor team performance, KPIs, and quality assurance standards to ensure a high level of sales growth and targets are met/exceeded.
Develop and implement strategies to improve insurance attachment rates, working with the sales team and alongside partners to identify and execute opportunities for program improvement by leveraging unique customer journeys.
Monitor partner performance and conversion, and work to improve via communication and collaboration with key strategic partners.
Assure invoicing is accurate and timely for partners and meets budget CAC targets and spend allowance.
Train, refine, and develop new and existing employees in outbound sales tactics and best-in-class conversion and retention strategies.
Track and report on all KPIs by channel, team and individual sales agent.
Lead, coach, and develop the Shelter Sales Success team to achieve retention, engagement, and onboarding goals.
Drive retention performance across shelter partner channels by reducing early policyholder churn and improving onboarding success metrics.
Manage daily outbound engagement operations, including calls, emails, callbacks, and onboarding campaigns for new policyholders.
Monitor team performance metrics, KPIs, and quality assurance standards to ensure a high level of customer experience and operational excellence.
Develop and implement strategies to improve early customer engagement, including but not limited to: self-service portal adoption, the Fetch claims process, understanding of Fetch policies and the benefits of pet health coverage, perks utilization, and awareness of other Fetch member benefits.
Partner closely with Shelter Sales, Retention, Member Experience, and Operations teams to ensure a seamless and consistent customer journey.
Analyze trends, reporting, and customer feedback to identify opportunities for process improvement, call contact rate increase, call talk time efficiencies, and retention optimization.
Support the creation and execution of onboarding workflows, communication strategies, and engagement initiatives.
Provide ongoing coaching, feedback, and professional development opportunities to team members.
Ensure accurate documentation of customer interactions, onboarding outcomes, and performance data within company systems.
Maintain deep knowledge of Fetch products, programs, shelter partnerships, and member offerings.
Foster a positive, collaborative, and pet-loving team culture focused on accountability, empathy, and continuous improvement.

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
NYC Office Amenities: Pet-friendly environment, free lunch, snacks, and additional amenities; transit accessible
Employee Referral Incentive
Tuition Assistance
Commuter Benefits
Employee Assistance Program (EAP)