Sr Manager, Marketing Lifecycle Retention

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

Pets Best, a subsidiary of IPH, offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.

Job Summary:

We are seeking a strategic and data-driven Sr Manager, Marketing Lifecycle Retention

to lead our efforts in increasing customer engagement, loyalty, and lifetime value. In this

role, you will lead a team that will own the customer retention strategy across email,

SMS, push notifications, web and in-app messaging, and other owned channels. Your

goal: deepen customer relationships, reduce churn, and maximize the value of our user

base.

The ideal candidate combines analytical skills with creative thinking, understands

customer behavior, and thrives in a fast-paced, collaborative environment.

Main Responsibilities:     

• Develop and execute multi-channel retention and lifecycle marketing strategies to
  improve customer engagement and reduce churn.
• Lead a team to prioritize and execute on key performance indicators
• Own and optimize automated communication journeys (onboarding, post-purchase, renewal, winback, etc.) using behavioral and transactional triggers.
• Collaborate with Product, Analytics, Creative, and Customer Experience teams to
  align messaging and personalize customer touchpoints.
• Identify, analyze, and report on retention leading and lagging performance metrics (e.g., retention rate, renewal rate, premium persistency), providing actionable insights and testing hypotheses.
• Segment customers based on behavior, lifecycle stage, and value to deliver targeted, relevant messaging.
•  Design and implement A/B tests to improve engagement, conversion, and
  retention KPIs.
• Stay current with industry best practices, tools, and trends in CRM, loyalty, and
  retention marketing.

Basic Qualifications: 

• 7+ years of experience in CRM, lifecycle, or retention marketing, preferably in a B2C environment.
• Proven success managing multi-channel campaigns, automation tools, and customer data platforms
• Strong analytical mindset; experience with customer segmentation, cohort analysis, and performance reporting.
• Experience working with product, data, and creative teams to deliver end-to-end campaign execution.
• Exceptional written communication and messaging skills.
• Proficient in marketing analytics tools (e.g., Looker, Google Analytics, Amplitude) and CRM platforms.
• Passion for customer experience and a deep understanding of the customer lifecycle.

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#petsbest

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)