Director, Retention Analytics

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of measurement, modeling, experimentation, and forecasting related to member retention.

• Define reasons for cancellations, retention rates, persistency, and save rates in collaboration with BI, the Chief Analytics Officer, and the lead actuary.

• Analyze voluntary churn by comparing retainable and non-retainable cancellations and survival curves based on acquisition source and tenure.

• Examine involuntary churn, payment failures, and recovered premium in coordination with Retention Operations.

• Assess channel quality by partner and, where applicable, by partner representative, ranking campaigns based on retained value.

• Connect changes in NPS/CSAT to segment-level retention and differentiate sentiment shifts from survey-mix effects.

• Manage the lifecycle experimentation portfolio from hypothesis formulation through to readout and decision-making, while maintaining an archive of resolved questions.

• Develop distinct forecasts for voluntary and involuntary churn, reconcile these with the CAO and actuary, and back-test against actual outcomes.

• Evaluate save desk performance, focusing on save rate, cost per save, offer effectiveness, win-back rates, and agent-level performance across 27 agents.

• Implement regular retention reporting and conduct analysis on involuntary churn.

• Generate and justify retention forecasts to the executive team.

• Report directly to a VP in the newly established Loyalty & Retention organization.

⛳️ Requirements

• 6+ years of experience in analytics, with significant exposure to subscription, insurance, or other renewal-oriented businesses.

• Proficient in advanced SQL and capable of working independently within a modern data warehouse.

• Experience in retention and survival analysis, including cohorts, survival curves, and hazard modeling.

• Background in experimentation with tests that influenced actual decisions.

• Proven forecasting experience with a focus on accuracy accountability.

• Ability to present challenging findings to executives and substantiate conclusions.

• Strong writing skills.

• Preferred: Experience in payments/billing analytics, encompassing decline codes, retry processes, and dunning.

• Preferred: Knowledge of Python or R.

• Preferred: Experience in pet or P&C insurance.

• Preferred: Collaboration with actuarial teams.

• Preferred: Background in contact-center analytics.

• Preferred: Experience in analytics-engineering practices.

🏝️ Benefits

• Eligibility for the company bonus plan.

• Complimentary daily lunch when working in the office.

• Comprehensive medical, dental, and vision coverage for you and your family.

• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).

• 401(k) matching program.

• 20-day PTO policy with rollover options, increasing by one day annually up to a maximum of 30 days.

• 9 paid company holidays, including 1 floating holiday.

• Fetch Pet Insurance discount of up to 50%, potentially saving up to $1,000 per year.

• Educational Assistance Program.

• Fetch Discount Perks Program.

• Up to 8 paid volunteering hours each calendar year.

• Employee Referral Incentive.

• Tuition Assistance.

• Commuter Benefits.

• Employee Assistance Program (EAP).

• Support for mental health and well-being.