Manager, CX Growth Programs

<div class="content-intro"><div class="hhYuAvIJOPTWcgGlDbtXdODpCsbaxQvWgplU"> <div class="feed-shared-inline-show-more-text feed-shared-update-v2__description feed-shared-inline-show-more-text--minimal-padding feed-shared-inline-show-more-text--3-lines feed-shared-inline-show-more-text--expanded " data-artdeco-is-focused="true"> <div class="update-components-text relative update-components-update-v2__commentary "><span class="break-words tvm-parent-container">Creating a world where pets live longer, healthier lives, from their very first meal.</span></div> </div> </div> <h3><span style="font-size: 14px;">&nbsp;</span><a style="font-size: 14px;" href="https://goldenpetbrands.com/our-brands">Learn more about our brands.</a></h3></div><p><strong>We’re Looking For A(n):</strong> Manager, CX Growth Programs</p> <p><strong>Location:</strong> Remote or Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA)</p> <p><strong>What You’ll Be Doing: </strong>Drive subscriber retention and brand engagement across Golden Pet brands by executing and optimizing CX-led growth programs, including loyalty, gifting, in-box experiences, and retention-focused testing. This role translates CX strategy into scalable programs, partners cross-functionally to deliver impact, and owns performance measurement and iteration.</p> <ul> <li>Execute and manage CX growth program across Golden Pet brands, including in-box experience, gifting, free samples, loyalty initiatives, and CX-led retention tests</li> <li>Translate CX strategy into a prioritized execution roadmap focused on improving subscriber health, engagement, and lifetime value</li> <li>Lead the execution and optimization of in-box and post-purchase experiences, ensuring consistency, clarity, and measurable impact on early retention and satisfaction</li> <li>Own gifting and free sample programs, including test design, execution, and performance measurement</li> <li>Partner with Product to support the launch and optimization of subscriber-facing features that reduce friction and improve retention</li> <li>Collaborate with Brand and Marketing teams to activate CX programs through coordinated messaging and touchpoints</li> <li>Measure and analyze program performance using retention, engagement, and LTV metrics; translate insights into iteration and scaling decisions</li> <li>Manage and develop CX growth specialists, setting clear priorities, timelines, and success metrics</li> <li>Identify and propose new CX-led program opportunities that will meaningfully impact satisfaction, retention, or support reduction</li> </ul> <p><strong>Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):</strong></p> <ul> <li>CX-led growth and retention strategy in DTC or subscription environments</li> <li>Data-driven decision-making with the ability to translate insights into testable CX initiatives</li> <li>Strong understanding of subscriber lifecycle dynamics and churn drivers</li> <li>Cross-functional leadership and influence across Product, Brand, Marketing, Analytics, and Operations</li> <li>Operational rigor, including timeline management, QA discipline, and stakeholder communication</li> <li>Ability to balance experimentation with scalability and operational feasibility</li> <li>Required Education:<strong> </strong>Bachelor’s degree or equivalent experience</li> <li> <p>Required Experience:<strong>&nbsp;</strong></p> <ul> <li>5–7 years of experience in customer experience, retention, loyalty, lifecycle, or growth program management</li> <li>Demonstrated ownership of CX or retention initiatives with measurable impact on engagement, churn, or LTV</li> </ul> </li> <li>Preferred Education: Bachelor’s in Business, Marketing, or related</li> <li> <p>Preferred Experience:&nbsp;</p> <ul> <li>Experience in DTC and/or subscription-based businesses</li> <li>Experience partnering closely with Product teams on feature launches or customer-facing improvements</li> </ul> </li> </ul> <div class="p-rich_text_section"><strong data-stringify-type="bold">Golden Perks &amp; Benefits:</strong></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">Comprehensive healthcare coverage – We cover&nbsp;<strong data-stringify-type="bold">100% of premiums</strong>&nbsp;for medical, dental, and vision plans for employee-only plans.</li> <li data-stringify-indent="0" data-stringify-border="0">Annual bonus</li> <li data-stringify-indent="0" data-stringify-border="0">We match up to<strong data-stringify-type="bold">&nbsp;3.5% of your 401k contributions</strong>, ensuring your retirement savings grow alongside your career.</li> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">6 paid sick and mental health days,</strong>&nbsp;an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.</li> <li data-stringify-indent="0" data-stringify-border="0">Invest in your future with our&nbsp;<strong data-stringify-type="bold">Employee Stock Ownership Plan</strong>, where company contributions fund your retirement plan with company stock.&nbsp;<a class="c-link" href="https://www.goldenhippo.com/esop" target="_blank" data-stringify-link="https://www.goldenhippo.com/esop" data-sk="tooltip_parent">Learn more.</a></li> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Reimbursements for a portion of personal cell phone and internet usage</strong>&nbsp;for eligible employees.</li> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Professional development</strong>&nbsp;<strong data-stringify-type="bold">opportunities</strong>&nbsp;with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.</li> <li data-stringify-indent="0" data-stringify-border="0">Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over&nbsp;<strong data-stringify-type="bold">$9 million</strong>&nbsp;to date.</li> <li data-stringify-indent="0" data-stringify-border="0">Potential for quarterly KPI bonuses.</li> </ul> <p>The base salary range is $96,000-$120,000, plus bonus potential.</p> <p class="p1">The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click&nbsp;<a href="https://www.golden-careers.com/Nationwide-Salary-Transparency">here</a> to find the pay differential in your state of residence if the role is remote.&nbsp;</p> <p><br>Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.</p><div class="content-conclusion"><p>We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.</p> <p><strong data-stringify-type="bold">A Note to Recruiting Agencies: </strong>At Golden Pet Brands, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are <em>not</em> authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding.</p> <p><strong>Candidate Safety:</strong> The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Pet Brands recruiters will <strong>only </strong>contact applicants from our official company e-mail domain, (<a href="mailto:NAME@GOLDENPETBRANDS.COM">NAME@GOLDENPETBRANDS.COM</a>) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Pet Brands recruiters will <strong>never</strong><strong>&nbsp;</strong>send you checks, or ask you to disclose personal financial details.&nbsp;</p> <p><a href="https://www.goldenhippo.com/internet-safety" target="_blank">Click here to learn more about general internet safety and our hiring practices.&nbsp;</a></p> <p>&nbsp;</p></div>