Director of Retention - Bark & Co

EXTERNAL JOB DESCRIPTION

Director of Retention, Direct to Consumer Team

ABOUT BARK

Here at BARK, we love dogs and their people. We’re looking to make all dogs happy throughout the entire world (we’re not kidding). Think Disney for dogs -- we make magic for dogs and their people through our products, events, and experiences.

Our ambition level is high, the opportunity is huge, and our love for dogs is through the roof! We launched in 2011 with BarkBox, a monthly-themed subscription of all-natural treats and clever toys. Since then, we've shipped more than 70 million toys and treats to the dogs across the world and use all of that direct customer feedback to inform new initiatives and ways to make magic between dogs and their people. We’ve since expanded into other offerings as well, as we aim to become THE Dog Company for every family with a four-legged, belly-scratch-loving, interspecies family member.

THE TEAM

The Direct to Consumer team oversees our direct customer experience: everything from site design, to product merchandising to customer service channels. We are the designers of the happiest store on earth for dogs and their humans - and we take our tail wagging responsibilities seriously. Our team is passionate and entrepreneurial; we're often found nerding out on consumer behavior and new product initiatives. If you’re ambitious about driving business growth, passionate about new technologies, and (of course) love dogs, come join us!

WHO WE’RE SNIFFING FOR

BARK is seeking a Director of Retention to obsess over subscriber happiness and improve customer loyalty. In this role you will analyze subscriber feedback and behavior metrics, develop strategies to improve subscriber retention, and advocate for the customer across all levels of the organization. In order to improve the full customer experience, this role must work across many disciplines. The ideal candidate will be highly collaborative, and equally comfortable discussing strategy with marketing, operations, product design and tech. 

KEY DUTIES

Drive Results: You are the owner of subscriber retention, an incredibly complex and important metric for the business. You will be accountable for monthly retention goals across some of our most important business lines. 

• Roadmap: Collaborate with partners on the product development, tech, operations and customer service teams to set the roadmap for improving subscriber retention and happiness. 
• Analyze: Highlight risks and opportunities to the retention goals across a wide variety of factors including experience disruptions, promotional strategies, product quality and site experience. Utilize a range of tools to ensure we’re getting the most accurate picture of subscriber experience, from customer surveys to AI driven analysis. 

Educate: Be an advocate for our customers. Ensure departments across the company understand how their strategy is impacting dog happiness. Celebrate wins where we’re doing well, and be a partner in finding solutions when we’re missing the mark.  

• Forecast: Work with finance, data and planning teams to guide our monthly retention forecast, and ensure we’re planning against the latest and most accurate view of subscriber behavior. 

EXPERIENCE

• 8-10  years of experience in the direct-to-consumer space, with a preference for subscription-based models.
• Significant experience analyzing customer behavior to improve satisfaction and drive business results- via LCM campaigns, digital or physical product (or all of the above!)
• Familiarity with financial and subscription modeling
• Bachelor’s degree preferred.

SKILLS & QUALIFICATIONS

• Prior experience in e-commerce or subscription-based services.
• Highly analytical with strong data skills. Expertise in web analytics tools - SQL is a bonus. 
• Experience working closely with product designers to measurably improve customer satisfaction - either digital or physical products.
• Passionate and curious about emerging technology, with experience utilizing AI to drive business results. 
• Detail-oriented, entrepreneurial, and responsive to feedback.
• Collaborative, with an enthusiasm for educating internal teams and colleagues.

Commitment to Innovation: BARK is dedicated to being at the forefront of artificial intelligence and is committed to driving advancements in this field. We are seeking individuals who share this passion and are enthusiastic about shaping the future of AI. Experience using AI tools is highly valued and openness to learning is a requirement.

This position is a full-time/salaried position. It is located on-site at our office in New York. We offer health insurance for both you and your pup, 401k, wonderful team lunches, cold brew on tap, and a dog to pet anytime you wish. 

FOR NJ/NY BASED APPLICANTS: 

• The base salary range for this position is $175,000- $220,000 
• This position is eligible for equity 
• This position is eligible for an annual bonus 

**This compensation range is based on BARK's good faith estimate as of the date of this posting and may be modified in the future. Actual pay for this position will depend on various variables including location, travel, internal equity, experience, education, skills, and expertise.