Director, Retention Analytics

Fetch has created a new Loyalty & Retention organization, accountable for member retention and satisfaction. This role is the analytics function behind it. You'll own the measurement, modeling, experimentation, and forecasting that determine what Fetch believes about why members leave and what keeps them. Your work drives decisions on lifecycle communications, channel quality, payment recovery, and how the save desk spends its time. You own the conclusions, not just the data — and you'll stand behind them when they cut against what people expected. Because much of what moves retention sits with teams you influence rather than direct, the case has to be won on evidence, and you'll often be the one presenting it.

What you'll own

Definitions. One agreed definition of cancellation reasons, retention, persistency, and save rate, reconciled with BI, the Chief Analytics Officer, and the lead actuary. You work inside the company data model, not a parallel one.

Voluntary churn. Retainable vs. non-retainable cancellation, with survival curves by acquisition source and tenure — not a blended rate.

Involuntary churn. The payment-failure view (decline code, card brand, funding type, frequency) and recovered premium, worked with Retention Operations into interventions.

Channel quality. Attribution by partner — and where data allows, by partner rep — ranking campaigns by retained value, not acquisition cost.

Satisfaction. Link NPS/CSAT movement to retention at the segment level, and separate real sentiment shifts from survey-mix effects.

Experimentation. The lifecycle test portfolio, hypothesis to readout to decision, plus a durable archive so settled questions stay settled.

Forecasting. Separate voluntary and involuntary churn models, reconciled with the CAO and actuary and back-tested against actuals.

Save desk analytics. Save rate with defensible denominators, cost per save, offer effectiveness, win-back, and agent-level performance across 27 agents.

What success looks like

90 days. You own recurring retention reporting and the involuntary-churn cuts, have a working agreement with BI on definitions and access, and have spent real time on the save desk floor and on live cancellation calls.

6 months. Granular acquisition-source attribution is in production, you've taken over the test portfolio, and first-version voluntary/involuntary forecast models exist.

1 year. You produce and defend the retention forecast to the executive team, with a documented record of what our initiatives actually moved.

What we're looking for

Required:

6+ years in analytics, with meaningful time in subscription, insurance, or other renewal-based businesses

Advanced SQL — you work independently in a modern warehouse

Retention and survival analysis: cohorts, survival curves, hazard modeling, and the judgment for when each applies

Experimentation depth: tests that changed real decisions, and the rigor to know when a result you like is still noise

Forecasting with accountability for accuracy, not just production

The ability to bring an unwelcome finding to executives and hold your position

Clear writing — much of your influence happens in documents

Preferred:

Payments/billing analytics (decline codes, retry and dunning)

Python or R

Pet or P&C insurance

Actuarial partnering

Contact-center analytics

Analytics-engineering practice.

Why this role is worth taking

Most retention analytics roles inherit a mature function and maintain it. This one is built from scratch — the forecast models and the test archive don't exist yet. You'd be the first analytics leader in a new organization, reporting to a VP whose own scorecard depends on your work being right, who has done this analysis personally for years, and who will tell you when you're wrong.

The pay range for this position is $140,000 - $150,000 on a full-time basis

This position is eligible for the Company’s bonus plan(s)

Be part of a mission-driven company that values creativity, innovation, transparency, and collaboration

When in office, enjoy complimentary lunch daily

Join a team that genuinely cares about creating a positive, inclusive work environment where everyone can thrive

At Fetch, we recognize the importance of work-life balance and prioritize our employees' mental health and well-being, ensuring everyone can flourish both professionally and personally. Not just pets, we want our employees to live their best lives too — here at Fetch, you have access to the valuable benefits listed below.

Comprehensive Medical, dental, and vision plan for you and your family

Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available

Highly competitive 401(k) matching

Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days

Paid company (9) holidays, including (1) floating holiday

Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year

Educational Assistance Program

Fetch Discount Perks Program

Volunteering - earn up to 8 hours per calendar year at nonprofit organizations

Employee Referral Incentive

Tuition Assistance

Commuter Benefits

Employee Assistance Program (EAP)

Recruiting Fraud Alert

At Fetch, your personal information and online safety are paramount. Please be aware that only Fetch Recruiters and Hiring Managers will contact you regarding your application or background. All official communications from Fetch employees will originate from a fetchpet.com email address. You will never be asked for payments, financial details, or sensitive information like social security numbers by our Recruiters or Hiring Managers.

EEO Statement

Fetch is proud to be an equal opportunity employer.

We’re committed to building a workplace that reflects the diversity of pet parents everywhere—hiring and developing individuals from all backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, sex, gender, age, marital status, appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, student status, political affiliation, military or veteran status, citizenship, genetic information, or any other status protected by law. Fetch will provide reasonable accommodations for individuals with disabilities throughout the hiring process.

If you need assistance or an accommodation to apply, please contact us at people@fetchpet.com

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