The Director of Retention will own the customer lifecycle, create personalized engagement, analyze retention metrics, and design loyalty programs to enhance customer satisfaction for Sundays for Dogs.
The Brand
Sundays for Dogs is a direct-to-consumer brand transforming the pet food industry with human-grade, air-dried recipes dogs (and their parents) love. We move fast, seek truth, and obsess over making it great. Our team is growing quickly, and we’re looking for dog lovers who want to be part of our mission. Our subscription model is the heart of how we serve our customers — delivering better food and a better experience straight to their door. Retention isn’t a department here; it’s our lifeline.
The Role
We’re looking for our very first Director of Retention to be the creative force and analytical mind behind how we keep customers for life. At Sundays, no idea is too small, scrappy, or unconventional — from personalized renewal surprises to rethinking how “pause” moments feel. You’ll own the end-to-end lifecycle experience for our subscribers, blending data-driven decision-making with storytelling that makes customers feel seen, valued, and delighted. This is a role for someone who’s equally comfortable diving into churn curves as they are brainstorming “dog parent love letters.”
You’ll set the strategy, build the roadmap, and roll up your sleeves to execute, experiment, and iterate. The right person thrives in ambiguity, has a test-and-learn mindset, and gets energized by answering “what if?”
Your Day-to-Day:
- Own the full subscriber journey—from onboarding to renewal, pause, churn prevention, and win-back.
- Design automated flows and campaigns that feel human, not transactional—messages your dog-loving customers actually want to open.
- Partner with creative and data teams to test, measure, and continuously improve engagement across all lifecycle channels.
- Ensure acquisition promises align with retention storytelling, creating one seamless, trusted customer experience.
- Lead our customer feedback engine—own NPS and survey programs to surface what’s working and what’s not.
- Translate insights into clear actions across teams, from product and operations to care and marketing.
- Champion the voice of the customer at the leadership table.
- Partner with Customer Care to turn reactive moments into opportunities for retention and delight.
- Work with Operations & Supply Chain to anticipate disruptions and communicate with empathy and clarity.
- Align with Growth Marketing so that every message—from first ad click to year-three renewal—feels cohesive.
- Own the health of our subscriber base: SCVR, churn, save rate, repeat purchase, LTV, and CAC:LTV ratio.
- Build forecasting models and dashboards to proactively spot and address churn risks.
- Turn numbers into narratives that drive action and innovation.
- Loyalty & Referral: Design programs that celebrate our community and turn customers into advocates.
- Personalization: Scale one-to-one experiences through smart data use and thoughtful storytelling.
- Testing Culture: Build a rapid experimentation muscle—constant curiosity over perfection.
- Education: Create content that helps pet parents understand why Sundays matters, not just what it is.
Lifecycle Communications (Email, SMS, CRM)
Customer Insights & NPS
Cross-Functional Partnerships
Retention Metrics & KPIs
Additional Areas of Impact
We'd love to hear from you if you have:
- 7+ years in retention or lifecycle marketing for a DTC or subscription brand (pet, CPG, or wellness preferred).
- Deep expertise in email, SMS, and CRM platforms
- Proven ability to drive retention, LTV, and customer happiness through creative and analytical means.
- Excellent communicator who thrives in collaborative, fast-paced environments.
- Passion for dogs and genuine belief in the Sundays mission.
Why Join Us?
- Unlimited PTO – we trust you to take the time you need.
- Equity program – a chance to own part of the company!
- 401k plan with employer match – invest in your future.
- Annual work-from-home stipend – set up your workspace for success.
- Competitive Medical, Dental, Vision plans – company covers 80%.
- Sundays subscription for your pup! – because we care about your furry friends.
- Parental leave & PAWrental leave – support for growing families, both human and pet.
- Discounted pet insurance – keep your pets happy and healthy.
Top Skills
Crm Software
Email Platforms
Sms Platforms
Sundays Vancouver, British Columbia, CAN Office
1515 W 6th Ave, , Vancouver, British Columbia, Canada
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