Senior Manager Sales (Shelter & Breeder Channels)

About Fetch

At Fetch, we’re dedicated to helping pets live their healthiest and happiest lives. Our comprehensive insurance coverage is designed with modern pet parents in mind, and we’re proud to support the veterinary, shelter, and breeder communities. We believe in ensuring pets receive the best care possible and are committed to making that vision a reality every day.

Fetch is a high-growth Warburg Pincus portfolio company with an expanding team of over 350 pet-loving employees working together to shape the future of pet health and wellness.

About the Industry

The pet insurance industry is more important than ever, offering peace of mind and financial protection for pet owners. The sector is expanding quickly, fueled by growing awareness of the need for accessible, high-quality veterinary care. With advances in veterinary medicine, pets now have access to the most effective treatments available, making pet insurance an essential component of modern pet care.

About the Role

Overview

This role is responsible for overseeing teams who will drive breeder sales growth, increase retention rates, improve the early member experience by providing a personal concierge experience for our customers and potential customers, and ensure customers quickly realize the value of their Fetch coverage. You will oversee outbound engagement strategies, coach team members to deliver aggressive sales goals, exceptional customer experiences, and collaborate cross-functionally with Shelter Sales, Retention, and Member Experience teams to optimize onboarding performance and long-term policyholder satisfaction.

The ideal candidate is a people-first leader who thrives in a fast-paced environment, is passionate about coaching and performance development, and is motivated by building strong customer relationships while supporting pets and their families.

Location

Remote (U.S.)

Key Responsibilities

Breeder Growth: 

• Lead, coach, and develop the Breeder Sales team to meet and exceed growth targets, apply versatile strategies to meet customers needs, and apply strong sales tactics in an all-outbound sales environment.
• Manage daily outbound engagement operations, including calls, emails, callbacks, and onboarding campaigns for new policyholders.
• Monitor team performance, KPIs, and quality assurance standards to ensure a high level of sales growth and targets are met/exceeded.
• Develop and implement strategies to improve insurance attachment rates, working with the sales team and alongside partners to identify and execute opportunities for program improvement by leveraging unique customer journeys.
• Monitor partner performance and conversion, and work to improve via communication and collaboration with key strategic partners.
• Assure invoicing is accurate and timely for partners and meets budget CAC targets and spend allowance.
• Train, refine, and develop new and existing employees in outbound sales tactics and best-in-class conversion and retention strategies.
• Track and report on all KPIs by channel, team and individual sales agent.

Sales Success: 

• Lead, coach, and develop the Shelter Sales Success team to achieve retention, engagement, and onboarding goals.
• Drive retention performance across shelter partner channels by reducing early policyholder churn and improving onboarding success metrics.
• Manage daily outbound engagement operations, including calls, emails, callbacks, and onboarding campaigns for new policyholders.
• Monitor team performance metrics, KPIs, and quality assurance standards to ensure a high level of customer experience and operational excellence.
• Develop and implement strategies to improve early customer engagement, including but not limited to: self-service portal adoption, the Fetch claims process, understanding of Fetch policies and the benefits of pet health coverage, perks utilization, and awareness of other Fetch member benefits.
• Partner closely with Shelter Sales, Retention, Member Experience, and Operations teams to ensure a seamless and consistent customer journey.
• Analyze trends, reporting, and customer feedback to identify opportunities for process improvement, call contact rate increase, call talk time efficiencies, and retention optimization.
• Support the creation and execution of onboarding workflows, communication strategies, and engagement initiatives.
• Provide ongoing coaching, feedback, and professional development opportunities to team members.
• Ensure accurate documentation of customer interactions, onboard