Member Experience Manager

Summary

Join Ollie, a company dedicated to improving the lives of pets and their owners, as a Manager, Member Experience. You will lead the development and execution of impactful marketing campaigns across the Ollie member lifecycle, using email, SMS, and app channels. Collaborate with Marketing leadership and cross-functional partners to enhance member engagement and retention. This remote role requires a data-driven approach, strong analytical and communication skills, and experience with CRM programs and ESPs. The ideal candidate is a proactive self-starter with a customer-centric mindset and a passion for the pet industry. You will report to the Director of Member Experience and contribute to a fast-paced, high-impact team.

Requirements

• 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
• You have at least a college degree in marketing, business, or a related field

Responsibilities

• 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

Preferred Qualifications

Experience with Ollie, the premium pet industry, or subscription-based businesses are pluses, and you’re deeply passionate about our fast-growing space

Benefits

• 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