JOB OVERVIEW.We are seeking a versatile and strategic individual to join our team as Director of Strategic Initiatives, Marketing. In this role, you will be responsible for developing and managing a variety of customer programs aimed at adding value for Fetch as well as increasing customer retention and lifetime value. In this role, you will be responsible for leading marketing efforts in support of Fetch PetRX, in addition to leading other programs that foster engagement, satisfaction, and loyalty among our customer base . The primary objective of this program is to enhance customer satisfaction, improve customer retention, and ultimately drive increased revenue.

Key Responsibilities:

1. Program Development: Lead the conceptualization, planning, and execution of various customer programs designed to enhance the overall customer experience and drive loyalty.

2. Engagement Initiatives: Partner cross-functionally on initiatives to increase customer engagement and interaction with customer programs.

3. Customer Feedback Management: Implement mechanisms to gather feedback from customers, analyze insights, and leverage findings to continuously improve and optimize initiatives.

4. Cross-functional Collaboration: Collaborate closely with cross-functional teams, including marketing, customer service, product, and customer communications teams, to ensure alignment and integration of customer programs with overall business objectives.

5. Performance Monitoring: Establish and monitor key performance indicators (KPIs) to track the effectiveness and impact of customer programs, regularly analyzing data to identify areas for improvement and optimization.

6. Partnership Development: Cultivate and manage strategic partnerships with external organizations and vendors to enhance the value proposition of our customer programs and offerings.

7. Of course this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time-to-time

Qualifications:

• Bachelor's degree in marketing, business administration, or a related field (Master's degree preferred).
• Proven experience in developing and managing customer loyalty or retention programs, preferably within the insurance or financial services industry.
• Strong organizational and project management skills with the ability to identify and mitigate risks to deliverable timelines and outputs.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal teams and external partners.
• Creative thinking and innovation, with a passion for delivering exceptional customer experiences.
• Detail-oriented and highly organized, with the ability to manage multiple projects simultaneously and meet deadlines.

—ABOUT FETCH—

Fetch is a high-growth, Warburg-Pincus portfolio company. We are a passionate group of 200+ employees and partners across the U.S. and Canada dedicated to helping pets live their best lives. We have two offices (New York City, NY, and Winnipeg, Canada), and we currently provide security to over 425,000 pet parents. 

We don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. We are proud to be an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.