Job Summary: 

Pets Best is seeking Senior Product Marketing Manager to lead the strategy and execution of end-to-end customer experience initiatives across the customer lifecycle, with a strong emphasis on lifecycle, engagement, and retention marketing. This role is ideal for a marketer who can connect customer insights, product value propositions, channel strategy, and business performance to create experiences that help pet parents understand, adopt, and stay engaged with Pets Best throughout their journey. The Senior Product Marketing Manager will play a critical role in shaping how we communicate our value, improve customer outcomes, and drive long-term policyholder loyalty 

Job Location: Remote – USA 

Main Responsibilities:      

• Own the end-to-end customer lifecycle marketing strategy and execution, from user onboarding and activation through engagement, renewal, retention, and win-back. 

• Develop and refine messaging and positioning that clearly communicates the value of Pets Best products, services, and customer experience across key lifecycle moments. 

• Partner with product, brand, CRM, analytics, customer care, email, UX, operations, and digital teams to identify customer pain points and opportunities to improve policyholder experience. 

• Lead and manage the execution of lifecycle marketing initiatives across channels such as email, SMS, direct mail, and other owned channels to increase engagement and retention. 

• Translate customer insights, behavioral data, and business performance into actionable lifecycle programs that improve satisfaction, loyalty, and long-term value. 

• Support go-to-market planning for new customer experience enhancements, product updates, coverage features, and service improvements that impact existing customers. 

• Define audience segmentation, lifecycle journeys, test plans, and measurement frameworks to improve conversion, persistency, and customer lifetime value. 

• Partner with analytics teams to monitor performance and identify opportunities to optimize renewal rates, cross-sell or upsell engagement, and customer health metrics. 

• Champion the voice of the customer in cross-functional planning and help ensure that customer communications are clear, relevant, empathetic, and actionable. 

• Drive experimentation and continuous improvement through A/B testing, audience targeting, offer strategy, and content optimization. 

• Present recommendations, results, and strategic plans to marketing and cross-functional leadership in a concise, data-driven way. 

Basic Qualifications:   

• 7+ years of experience in product marketing, lifecycle marketing, retention marketing, CRM, or customer marketing, preferably in insurance, financial services, healthcare, subscription businesses, or other customer-centric industries. 

• Strong experience developing lifecycle strategies and programs that improve customer engagement, retention, and lifetime value. 

• Demonstrated ability to connect product value propositions with customer needs and translate them into effective messaging and campaigns. 

• Experience partnering cross-functionally with product, analytics, operations, customer service, and creative teams. 

• Strong analytical skills and comfort using customer data, testing, and performance metrics to drive decisions. 

• Excellent communication, planning, and project management skills, with the ability to influence stakeholders across functions. 

• Ability to balance strategic thinking with hands-on execution in a fast-paced environment. 

• Bachelor’s degree in marketing, business, communications, or a related field, or equivalent practical experience. 

Preferred Qualifications:   

• Experience in regulated industries or marketing products with complex coverage, service, or policy details. 

• Experience with customer journey mapping, segmentation strategy, and CRM platform-driven campaign development. 

• Background in retention, renewal, onboarding, loyalty, or customer experience strategy. 

• Familiarity with pet insurance, health insurance, wellness products, or consumer financial protection products. 

• Passion for improving the experience of pet parents and helping customers feel informed and supported throughout their relationship with the brand. 

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