Job description
Ollie was born with the mission of improving the lives of pets and pet parents nationwide. We make human-grade pet food, tailored for each dog’s nutritional needs, and deliver directly to our customers’ doors. Through Ollie’s carefully crafted meals and health services for members, dogs can truly live their healthiest, happiest lives.
As a member of our growing team, you’ll take part in a company culture that cares deeply about its work and its team members.
We’re looking for a Manager, Member Experience to drive the development and execution of impactful marketing campaigns across the Ollie member lifecycle, leveraging channels such as email, SMS, and app. In this role, you’ll work closely with Marketing leadership and cross-functional partners to plan and launch campaigns that deepen engagement and retention among Active members, while also driving reactivation efforts for Churned members. We’re looking for a highly motivated CRM manager with a deep understanding of ESPs, a data- and testing-driven approach, and a strong customer-centric mindset. The ideal candidate is a proactive self-starter with exceptional analytical and communication skills, meticulous attention to detail, strong organizational abilities, and an aptitude for contributing to a fast-paced, high-impact team within our growing organization.
This role is remote and will report to Ollie’s Director of Member Experience.
What You’ll Do:
- Lead the strategy, creative development, and execution of standalone campaigns for high-impact initiatives such as newsletters, new product launches, churned customer winback efforts, and other key messaging moments.
- Develop and run meaningful A/B tests; analyze performance, extract insights, and make data-driven recommendations to improve results and support retention KPIs.
- Collaborate with other MX team members and cross-functional partners across Brand Marketing, Digital, and Operations to align member communications and ensure a seamless, consistent experience across all touchpoints.
- Serve as a strong advocate for Ollie’s members (and their pups!) by connecting insights from your own work with team-wide learnings to inform strategy and enhance the overall customer journey.
- Stay up to date on CRM trends and best practices to safeguard deliverability, optimize performance, and ensure compliance in all campaign activities.
Who You Are:
- You bring 4-6 years of experience in retention or lifecycle marketing, with an advanced understanding of CRM programs and ESPs, ideally Iterable or Klaviyo.
- You’re a strategic thinker who excels at turning high-level business goals into actionable plans–including developing creative briefs, programming communications, determining segmentation strategies, and reporting on results.
- You have a strong eye for copy & design and are comfortable providing feedback & making recommendations to others.
- You embody a customer-centric mindset and value understanding the end-to-end customer journey to guide your work.
- You’re data-minded, possess expertise in A/B testing, have the analytical skills to extract insightful results, and are confident making recommendations.
- You have a depth of experience with data visualization tools like Mixpanel or Lightdash, as well as creative planning & organizational tools like Confluence or Wrike.
- You’re a self-starter with strong emotional intelligence, a collaborative mindset, and a genuine curiosity to continuously learn and grow.
- You’re skilled at managing multiple projects simultaneously, and work effectively with cross-functional stakeholders.
- Experience with Ollie, the premium pet industry, or subscription-based businesses are pluses, and you’re deeply passionate about our fast-growing space.
- You have at least a college degree in marketing, business, or a related field.
What You’ll Get:
- Competitive salary and a stake in the company
- Sponsored 401k program with employer match up to 4%
- Comprehensive health coverage including medical, dental and vision
- Unlimited vacation policy that you’re encouraged to use
- Paid parental leave
- 1-week paw-ternity leave for new dog parents
- Free Ollie subscription
- Inspiring pack members!
What We Value:
Keeping Dogs At The Heart
Our profound love for dogs unites us and drives and inspires every aspect of our business. We wholeheartedly believe dogs make us better in life and at work.
Being Courageous And Kind
We create a safe, inclusive space for everyone to show up as their authentic selves. We check our egos at the door and speak our minds. We embrace diverse backgrounds and perspectives as they bring new and different ideas and ways of working together.
Setting New Standards
We believe in continually raising the bar, never settling for less than our best as a team and individuals. We keep improving from the quality of our products to our customer experience to how we work.
Making Ollie The Best Chapter
We are building an impactful business while making memorable experiences with one another. We celebrate our successes, learn from our failures, and enjoy our collective journey. Our time at Ollie should be a milestone in our careers.
If you’d like to stand out, tell us in your cover letter why you’re interested in joining Ollie and how your skills match the responsibilities detailed in this posting.
Ollie embraces diversity and equal opportunity. We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills. Ollie is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please include that in your application.
