Director, Retention Operations

ABOUT US

Built around our mission, we started AG1 more than a decade ago as a way to bring comprehensive and convenient daily nutrition to just about everybody. Taking a bunch of pills and capsules is hard on the stomach and hard to keep up with. To help each of us be at our best, we developed a better approach to providing your body with everything it needs for optimal performance. 75 vitamins, minerals, whole-food sourced superfoods, probiotics, and adaptogens in one convenient daily serving. That’s it.

Our philosophy is to focus on a very small number of products based on what the latest science indicates is essential to human health. Occasionally we create new products, but we never make anything new just to sell you on more.

Our mission is to empower people to take ownership of their health.

THE ROLE

We are looking for a talented Director, Retention Operations to evaluate and launch 0 to 1 initiatives that radically change the way we serve and engage our members. The ideal candidate will have a strong technical background and feel comfortable making data driven decisions. This role should be able to work in an environment with limited direct resources and exceptional ability to assemble cross-functional partners to bring concepts from ideation to market. 

Reporting to the VP, Retention & Member Experience, the ideal candidate will have a strong background in building effective retention programs that serve to scale business growth all the while providing a unique and memorable member experience.  Serving as a critical thought partner to the leadership team and broader organization, the successful candidate is skilled in leveraging data to inform on business recommendations, is collaborative and influential in driving strong functional and cross functional partnerships, and demonstrates a strong desire to inspire continuous learning and improvement.

WHAT YOU’LL DO

• Develop and lead retention programs that will drive customer referrals and enhance customer loyalty. 
• Utilize customer reviews and other key customer metrics to guide decisions and recommendations that will enhance our customer lifetime value (LTV).
• Ideate and recommend ways to enhance our billing and subscription management capabilities and drive efficiency, access, and loyalty with our customers.
• Partner with analytics to leverage predictive modeling to support our marketing.
• Leverage insights and cross functional partnerships driven by our Customer Happiness team to identify unique opportunities to enhance the customer journey, convert prospective customers, to grow our member base and strengthen LTV.
• Identify and build mechanisms that help us better personalize the member experience in a way that delights our members and inspires prospective customers.
• Launch programs that increase member retention via our physical product.
• Drive cross-functional initiatives and programs that help us to better reach, attract, retain and excite our growing member base.
• Utilize performance metrics and customer insights to identify risks to churn, and drive activations to limit these risks (i.e. churn prevention program).
• Increase subscription conversion from one-time purchasers.
• Continuously keep a pulse on new client behavior, competitive and market trends to drive new features, innovative solutions, and ideas.

WHAT WE'RE LOOKING FOR

• 8-10 years of strategy and operations experience with a proven track record of being scrappy to drive growth.
• Strong attention to detail and a proven ability to manage multiple work streams at once.
• Strong interpersonal, written communication, and organizational skills.
• Must be skilled at SQL.
• The ability to thrive in a fast-paced environment with a consistent “can-do” attitude.
• A desire to follow broader cultural conversation across social media around key topic areas: health and wellness, sports, etc.
• Subscription and/or high-growth experience is preferred but not required.
• A full life outside of work with personal passions and hobbies!

WHAT’S IN IT FOR YOU?

• Highly competitive compensation and performance-based incentive plans.
• A 100% remote working environment (excluding Laboratory positions), which has been implemented from day one.
• An immensely strong company culture that is enforced through the hiring process to ensure values alignment and a highly collaborative team.
• A mission-driven approach to everything that we do, with an overall goal to significantly improve our customers’ health and wellness.
• A high-growth, dynamic environment with opportunities for your direct impact to be felt.
• Paid holidays, company-wide mental health days, and