Manager, CX Growth Programs

What You’ll Be Doing

Drive subscriber retention and brand engagement across Golden Pet brands by executing and optimizing CX-led growth programs, including loyalty, gifting, in-box experiences, and retention-focused testing. This role translates CX strategy into scalable programs, partners cross-functionally to deliver impact, and owns performance measurement and iteration.

• Execute and manage CX growth program across Golden Pet brands, including in-box experience, gifting, free samples, loyalty initiatives, and CX-led retention tests
• Translate CX strategy into a prioritized execution roadmap focused on improving subscriber health, engagement, and lifetime value
• Lead the execution and optimization of in-box and post-purchase experiences, ensuring consistency, clarity, and measurable impact on early retention and satisfaction
• Own gifting and free sample programs, including test design, execution, and performance measurement
• Partner with Product to support the launch and optimization of subscriber-facing features that reduce friction and improve retention
• Collaborate with Brand and Marketing teams to activate CX programs through coordinated messaging and touchpoints
• Measure and analyze program performance using retention, engagement, and LTV metrics; translate insights into iteration and scaling decisions
• Manage and develop CX growth specialists, setting clear priorities, timelines, and success metrics
• Identify and propose new CX-led program opportunities that will meaningfully impact satisfaction, retention, or support reduction

Qualifications

• CX-led growth and retention strategy in DTC or subscription environments
• Data-driven decision-making with the ability to translate insights into testable CX initiatives
• Strong understanding of subscriber lifecycle dynamics and churn drivers
• Cross-functional leadership and influence across Product, Brand, Marketing, Analytics, and Operations
• Operational rigor, including timeline management, QA discipline, and stakeholder communication
• Able to balance experimentation with scalability and operational feasibility

Required Education

Bachelor’s degree or equivalent experience

Required Experience

• 5–7 years of experience in customer experience, retention, loyalty, lifecycle, or growth program management
• Demonstrated ownership of CX or retention initiatives with measurable impact on engagement, churn, or LTV

Preferred Education

Bachelor’s in Business, Marketing, or related

Preferred Experience

• Experience in DTC and/or subscription-based businesses
• Experience partnering closely with Product teams on feature launches or customer-facing improvements

Benefits

• Comprehensive healthcare coverage
• Annual bonus
• We match up to 3.5% of your 401k contributions
• 6 paid sick and mental health days
• Employee Assistance Program
• Free weekly yoga and meditation classes
• Additional mental health benefits
• Investment in your future with our Employee Stock Ownership Plan
• Reimbursements for a portion of personal cell phone and internet usage
• Professional development opportunities
• Charity sponsorships
• Potential for quarterly KPI bonuses