Manager, CX Growth Programs

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 improvements Golden Perks & Benefits Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans. Annual bonus We match up to 3.5% of your 401k contributions , ensuring your retirement savings grow alongside your career. 6 paid sick and mental health days , 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. Invest in your future with our Employee Stock Ownership Plan , where company contributions fund your retirement plan with company stock. Reimbursements for a portion of personal cell phone and internet usage for eligible employees. Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career. Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date. Potential for quarterly KPI bonuses. The base salary range is $96,000-$120,000, plus bonus potential. We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. #J-18808-Ljbffr Applied Labs