Customer Retention Manager

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At Pet Watch, we're rebuilding more than just an app; we're nurturing a thriving community where pet owners and pet sitters connect through trust, transparency, and shared love for animals. Our mission is to make every pet care experience safe, seamless, and "pawsitively" excellent for everyone involved.

We're looking for a Customer Retention Manager who will be the heartbeat of our user engagement strategy. You'll play a vital role in keeping our existing community members happy, active, and engaged with the Pet Watch app. This isn't just about metrics; it's about building lasting relationships with pet parents and pet sitters who trust us with their furry family members.

Reporting to:
Managing Director

Working closely with:
Account Management Team, Event Manager, Marketing Manager

Keep Our Community Engaged & Coming Back

• Develop and execute creative retention strategies that keep pet owners and pet sitters actively using the app.
• Identify users at risk of becoming inactive and implement proactive re‑engagement campaigns
• Design and launch "welcome back" initiatives to bring dormant users back into the Pet Watch family
• Monitor user behavior patterns to understand what keeps our community members happy and booki.ng
• Create targeted campaigns to increase the retention and frequency of bookings among existing users
• Work with the account management team to identify opportunities for upselling additional services
• Develop seasonal promotions and loyalty programs that reward our most active community members.
• Track key retention metrics (booking frequency, user lifetime value, churn rate) and translate insights into action

Build Meaningful Connections

• Craft personalized communication strategies across email, push notifications, in‑app messaging, and Whats App
• Develop customer journey maps and create touchpoints that delight users at every stage
• Gather and act on user feedback to continuously improve the retention experience
• Create content that celebrates our community's success stories and strengthens emotional connections
• Partner with the account management team to ensure seamless support for existing users
• Work with the event manager to create community‑building experiences that boost loyalty
• Coordinate with the marketing manager to align retention efforts with broader growth strategies
• Share insights with the product team to enhance features that drive repeated usage

Test, Learn, and Optimize

• A/B test messaging, offers, and campaign timings to discover what resonates most
• Analyze retention data to identify trends and opportunities for improvement.
• Build automated retention workflows that nurture users without overwhelming them
• Stay updated on industry best practices and bring fresh ideas to the table.le

• Experience in customer retention, lifecycle marketing, CRM, or community management
• Proven track record of reducing churn and increasing customer lifetime value
• Experience with marketing automation tools and CRM platforms
• Strong analytical skills with the ability to turn data into actionable strategies
• Excellent written communication skills with a warm, friendly tone
• Understanding of mobile app user behavior and engagement metrics
• Self‑starter mentality with the ability to manage multiple projects independently

• Experience in the pet industry or a passion for animal welfare
• Knowledge of digital marketing best practices
• Familiarity with push notification platforms and in‑app messaging tools
• Experience with customer feedback tools and user research
• Background in building loyalty programs or referral initiatives

• Empathetic – You genuinely care about making users feel valued and heard
• Creative – You love finding innovative ways to surprise and delight people
• Data‑driven – You make decisions based on insights, not assumptions
• Solution‑oriented – You see challenges as opportunities to improve
• Collaborative – You thrive working with different teams toward a common goal
• Pet lover – Bonus points if you're already part of our furry‑friend‑loving community!

At Pet Watch, you'll be…