Director - Lifecycle & CRM

ABOUT US:

Dutch is on a mission to increase access and care to pets across the country, delivering relief to both pets and their pet parents by connecting them virtually with vets across the county.

We are excited about tackling the hard problems in an effort to help every dog and cat live their happiest possible life. As the only veterinary telemedicine service that can write prescriptions for our customers virtually, we’re uniquely positioned to actually solve the issues of our customers. A recent customer review put it best “Dutch was the only site that would diagnose and prescribe meds as well as ship the meds.”

We have world class investors in Forerunner Ventures, Eclipse Venture Capital, and Bling Capital. We have an experienced team who have built successful startups from the ground up (Hims, Plushcare, Nasty Gal) as well as helped grow successful enterprises (Trip Advisor, Walmart). Dutch has recently been featured in TechCrunch, Forbes, Wired, and Modern Retail.

THE ROLE:

We are seeking an experienced Lifecycle Marketing Leader to drive retention, engagement, and long-term customer value across CRM channels including email, SMS, and referral programs. This role will own the strategy, execution, and optimization of automated marketing journeys and campaigns, leveraging A/B testing, segmentation, and data insights to improve acquisition, onboarding, and churn reduction. The ideal candidate has 10+ years of experience in D2C subscription or membership businesses, a proven track record of delivering measurable revenue impact through lifecycle strategies, and deep expertise in CRM/marketing automation systems.

You will partner closely with creative and cross-functional teams to maintain high-quality marketing outputs, lead KPI reporting with regular C-level exposure, and act as the in-house expert for lifecycle marketing best practices. Success in this role requires strong analytical skills, hands-on execution, creativity, and the ability to thrive in a fast-paced, entrepreneurial environment. Bonus points if you bring experience in startups, telehealth, or the pet industry—and of course, a love for animals.

• Strategize, build and execute automated lifecycle marketing journeys and one-off campaigns across all CRM channels that optimize for retention and LTV (including email, SMS, and Referral). 
• Continuously conduct A/B tests and analyze results to develop insights that improve acquisition and win-back conversion rate (cart conversion, key members onboarding benchmarks, dunning, and churn mitigation).
• Develop customer segmentation, targeting, and contact strategies to maximize the conversion rate and LTV/CAC.
• Create prospect nurture programs to ensure long-term engagement for our growing customer base 
• Maintain a high bar for marketing creative and copy across lifecycle campaigns; partnering with internal teams and acting as an extension to our in-house creative team to reach key business results 
• Owning KPI reporting, including weekly and monthly updates - with an opportunity to share out results to c-level on a regular basis.
• Be an in-house expert in lifecycle marketing strategies and help shape how we improve and expand our lifecycle marketing efforts

• 10+ years of experience in email/SMS marketing for D2C subscription or membership businesses
• Must be impact focused, with a portfolio of revenue impacts made by lifecycle strategies you have implemented
• Experience building communications programs through CRM and/or marketing automation systems
• Strong skills in analyzing  metrics and extracting actionable insights The ideal candidate thrives in a fast-paced environment, ability to work autonomously, is scrappy and resourceful, and has strong creative sensibilities 
• You will be expected to roll up your sleeves and get hands-on in executing while also assuring your strategy aligns with the business line as well as overall business goals 
• Experience leading cross functional initiatives to get things done - brief building, templates, processes for working with in house teams, ie. creative, organic social Excellent written and verbal communications skills, including exceptional proofreading skills 
• Self-starter who can work through immediate challenges while recommending modifications for enhanced efficiency.

• Bonus points if you have:
• Experience working with either startups, telehealth, or the pet industry previously
• Experience in eCommerce businesses, bonus if there was a membership component
• Have a pet/love animals!

• Remote Role with Hybrid Flexibility for Bay Area Candidates
• Competitive annual salary range between $170,000 - $190,000
• Flexible PTO
• Health, dental and vision insurance
• Robust holiday schedule
• 401k plan
• Professional development opportunities!

• Pets First – business and medical decisions are always guided by the pet’s best interest. We’ll never compromise on pet health and we’re all here because we care about their well-being
• Agile Like a Cat – We have a bias toward swift action, while maintaining quality and accuracy. For us, that means being able to turn on a dime, like a cat, analyze our options – even ones that may not be on the table – then execute without perfection getting in the wayCreativity is our Catnip –
• Creativity feeds us and helps us push boundaries to always find better solutions, making the complex more accessible and easier to understand
• Be the Human Your Dog Thinks You Are – Be kind, show care for your colleagues, and even if you’re an expert - give others context, reinforce the positive, and help them understand.