CRO & Retention Manager
Remote
Full Time
Mid Level
CRO & Retention Manager
COMPANY SUMMARY (“Who are we?”)
We are The Honest Kitchen. We’re a team of pet obsessed foodies, who put our heart and soul into our work – making a line of human-grade whole foods, treats and supplements for dogs and cats. We’re a rapidly growing business that was named one of Outside Magazine’s Best Places to Work for 6 straight years and were certified as a Great Place to Work!
We strive for an inclusive work culture that supports a diverse array of skills, experiences, and perspectives our employees bring to the table. For us, differences are a source of strength. We celebrate strong performance and ethical processes, and we work hard every day to nurture an inclusive culture where all employees can innovate and thrive. Here, you will not only build your career, but you will also uncover new experiences and collaborate with passionate colleagues.
The Honest Kitchen values a diverse workforce. Women, people of color, people with disabilities and members of the LGBTQIA+ community are strongly encouraged to apply. The Honest Kitchen believes that an equitable and inclusive work environment and a diverse, empowered team are key to achieving our mission. We’re looking for candidates who can expand our business culture by bringing their whole, authentic selves to work. We strive to provide all qualified candidates with an equitable and accessible recruitment process.
POSITION SUMMARY (“What are we looking for?”)
Reporting to the Sr. Manager of DTC, the CRO & Retention Manager is responsible for increasing CVR and driving long-term customer value by improving retention, reducing churn, and creating best-in-class subscriber and loyalty experiences. You'll partner closely with the DTC team, brand marketing, and agency tools and partners (email/SMS, CVR, dev agency) – using data to shape strategies that grow customer lifetime value. You will have a strong analytical mindset, with experience turning insights into strategic action. This role leads the planning and execution of programs that ease conversion and keep customers engaged, loyal, and coming back.
ESSENTIAL DUTIES AND RESPONSIBILITIES
EXPERIENCE REQUIRED (“What are we looking for?”)
EXPERIENCE REQUIRED (“What are we looking for?”)
PHYSICAL REQUIREMENTS
BENEFITS OF WORKING FOR THE HONEST KITCHEN (“What do we offer?”)
We offer a competitive compensation package, including salary and robust employee benefits. Some key highlights include:
*The Honest Kitchen is an equal opportunity employer. The Company’s policy prohibits discrimination based on race, religious creed (which includes religious dress and grooming practices), color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex (which includes pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, military or veteran status.
COMPANY SUMMARY (“Who are we?”)
We are The Honest Kitchen. We’re a team of pet obsessed foodies, who put our heart and soul into our work – making a line of human-grade whole foods, treats and supplements for dogs and cats. We’re a rapidly growing business that was named one of Outside Magazine’s Best Places to Work for 6 straight years and were certified as a Great Place to Work!
We strive for an inclusive work culture that supports a diverse array of skills, experiences, and perspectives our employees bring to the table. For us, differences are a source of strength. We celebrate strong performance and ethical processes, and we work hard every day to nurture an inclusive culture where all employees can innovate and thrive. Here, you will not only build your career, but you will also uncover new experiences and collaborate with passionate colleagues.
The Honest Kitchen values a diverse workforce. Women, people of color, people with disabilities and members of the LGBTQIA+ community are strongly encouraged to apply. The Honest Kitchen believes that an equitable and inclusive work environment and a diverse, empowered team are key to achieving our mission. We’re looking for candidates who can expand our business culture by bringing their whole, authentic selves to work. We strive to provide all qualified candidates with an equitable and accessible recruitment process.
POSITION SUMMARY (“What are we looking for?”)
Reporting to the Sr. Manager of DTC, the CRO & Retention Manager is responsible for increasing CVR and driving long-term customer value by improving retention, reducing churn, and creating best-in-class subscriber and loyalty experiences. You'll partner closely with the DTC team, brand marketing, and agency tools and partners (email/SMS, CVR, dev agency) – using data to shape strategies that grow customer lifetime value. You will have a strong analytical mindset, with experience turning insights into strategic action. This role leads the planning and execution of programs that ease conversion and keep customers engaged, loyal, and coming back.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Data analysis and optimization: Analyze performance data, consumer insights and user behavior to understand how shoppers interact with us (website, emails, texts, and loyalty service) and bring actionable insights that can be leveraged in growth marketing tactics.
- Develop roadmap and conduct CRO testing: Increase conversion rates across key pages of our DTC site to drive higher purchase rates, average order value, and revenue per visitor. Plan, execute, and analyze experiments utilizing software provider.
- Optimize key website pages on our site: Utilize CRO winners to implement changes to improve user experience, streamline shopping experience, and create clear and compelling calls-to-action. Lead the creation of landing pages where necessary.
- Manage subscription and loyalty programs: Implement strategies to reduce churn, build customer loyalty, and increase revenue through upselling or new subscription plans. Grow active subscriber base through acquisition tactics.
- Manage email and SMS marketing: Oversee Email and SMS agency, providing guidance for strategy, planning, execution and performance tracking. Outline A/B testing calendar to optimize performance and achieve benchmarks for flows and campaigns. Plan email/SMS campaign calendar to support promotions, product launches, and marketing communications. Work closely with marketing counterparts to develop content.
- Collaborate with cross-functional teams: Work with designers, developers, revenue team and marketers to implement and track CVR and retention strategies and tactics.
- Manage relationships with external agencies and tools: Maximize ROI with agency and tech stack partners related to growth marketing including email/SMS, subscription, loyalty, CRO
- Become an expert in tech stack platform by partnering with Sr. Manager of DTC.
- Stay updated on trends: Keep up with industry best practices and emerging trends.
EXPERIENCE REQUIRED (“What are we looking for?”)
- Strong analytical mindset with experience turning insights into strategic action
- Proven track record of improving CVR, customer retention, LTV, or reducing churn
- Hands-on experience building, managing, or optimizing CRO, subscription, loyalty, eMail, and SMS programs
- Experience with CRO tool, Shopify, Recharge, Klayvio, and Yotpo is strongly preferred
- Experience with cohort analysis and consumer segmentation preferred
- Strong cross-functional collaboration and communication skills
- Self-motivated, detail-oriented, and professional with the ability to multi-task and prioritize workload
- Tech-savvy, with the ability and interest to learn new technology solutions
- Passionate about the customer with a strong interest in understanding user behavior
- Ability to think both creatively and critically; willing to think outside the box and challenge the status quo
- Comfortable in a fast-paced, dynamic environment
EXPERIENCE REQUIRED (“What are we looking for?”)
- Minimum 3 years in CRO, retention, lifecycle, or CRM marketing roles with direct experience in a DTC subscription business required
- Bachelor's degree or equivalent experience
- Pet or consumer packaged goods industry experience preferred
PHYSICAL REQUIREMENTS
- This role is performed in an office or remote environment
- Must be able to remain in a stationary position 50% or more of the time
- Must be able to travel less than 25% of the time, including overnight stays
- Must be able to operate a computer and other office machinery, such as a calculator, copier, and printer
- Must be able to communicate information and ideas so others will understand. Must be able to exchange accurate information
- Occasionally move items that weigh up to 20 pounds
The salary range for this role is $110,000 - $120,000/year
BENEFITS OF WORKING FOR THE HONEST KITCHEN (“What do we offer?”)
We offer a competitive compensation package, including salary and robust employee benefits. Some key highlights include:
- Time off: We offer a highly competitive time off schedule, including unlimited vacation, sick time, in addition to a generous company-paid holiday schedule.
- Benefits: Various health insurance plans with generous employer contributions to premiums. We also offer vision, dental, short-term disability, long-term disability, accident, critical illness, an employee assistance program, and an FSA.
- Financial wellness: Enjoy perks like a company 401K with an employer match.
- Mission Driven: Employees can take up to 40 hours of volunteer time a year, and we offer donations matching to non-profit organizations of your choosing.
- Pet Friendly: Pet-friendly offices, zoom calls, discounts on pet insurance, and of course, free pet food!
- Collaborative Team: We offer a fun, team-oriented work environment where you feel like you are making a difference every day.
*The Honest Kitchen is an equal opportunity employer. The Company’s policy prohibits discrimination based on race, religious creed (which includes religious dress and grooming practices), color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex (which includes pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, military or veteran status.
Apply for this position
Required*