Manager, CX Growth Programs

We’re Looking For A(n):

Manager, CX Growth Programs

Location:

Remote or Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA)

What You’ll Be Doing:

• Execute and manage CX growth program across Golden Pet brands, including in-box experience, gifting, free samples, loyalty initiatives, and CX-led retention tests
• Translate CX strategy into a prioritized execution roadmap focused on improving subscriber health, engagement, and lifetime value
• Lead the execution and optimization of in-box and post-purchase experiences, ensuring consistency, clarity, and measurable impact on early retention and satisfaction
• Own gifting and free sample programs, including test design, execution, and performance measurement
• Partner with Product to support the launch and optimization of subscriber-facing features that reduce friction and improve retention
• Collaborate with Brand and Marketing teams to activate CX programs through coordinated messaging and touchpoints
• Measure and analyze program performance using retention, engagement, and LTV metrics; translate insights into iteration and scaling decisions
• Manage and develop CX growth specialists, setting clear priorities, timelines, and success metrics
• Identify and propose new CX-led program opportunities that will meaningfully impact satisfaction, retention, or support reduction

Qualifications:

• CX-led growth and retention strategy in DTC or subscription environments
• Data-driven decision-making with the ability to translate insights into testable CX initiatives
• Strong understanding of subscriber lifecycle dynamics and churn drivers
• Cross-functional leadership and influence across Product, Brand, Marketing, Analytics, and Operations
• Operational rigor, including timeline management, QA discipline, and stakeholder communication
• Ability to balance experimentation with scalability and operational feasibility
• Required Education: Bachelor’s degree or equivalent experience
• Required Experience: 5–7 years of experience in customer experience, retention, loyalty, lifecycle, or growth program management; demonstrated ownership of CX or retention initiatives with measurable impact on engagement, churn, or LTV
• Preferred Education: Bachelor’s in Business, Marketing, or related
• Preferred Experience: Experience in DTC and/or subscription-based businesses; experience partnering closely with Product teams on feature launches or customer-facing improvement