About Pet Watch
At Pet Watch,we'rebuilding more than just an app;we'renurturing a thriving community where pet owners and pet sitters connect through trust, transparency, and shared love for animals. Our mission is to make every pet care experience safe, seamless, and pawsitively excellent for everyone involved.
The Role
We'relooking for a Customer Retention Manager who will be the heartbeat of our user engagement strategy.You'llplay a vital role in keeping our existing community members happy, active, and engaged with the Pet Watch app. Thisisn'tjustaboutmetrics;it'sabout building lasting relationships with pet parents and pet sitters who trust us with their furry family members.
Reporting to:Managing Director
Working closely with: Account Management Team, Event Manager, Marketing Manager
Responsabilities
Keep Our Community Engaged & Coming Back
- Develop and execute creative retention strategies that keep pet owners and pet sitters actively using the app.
- Identifyusers at risk of becoming inactive and implement proactive re-engagement campaigns
- Design and launch welcome back initiatives to bring dormant users back into the Pet Watch family
- Monitor user behavior patterns to understand what keeps our community members happy and booki.ng
Drive Bookings & App Activity
- Createtargeted campaigns to increase theretention andfrequency of bookings among existing users
- Work with the account management team toidentifyopportunities for upsellingadditionalservices
- Develop seasonal promotions and loyalty programs that reward our most active community members.
- Track key retention metrics (booking frequency, user lifetime value, churn rate) and translate insights into action
Build Meaningful Connections
- Craft personalized communication strategies across email, push notifications, in-app messaging, andWhatsApp
- Develop customer journey maps and create touchpoints that delight users at every stage
- Gather and act on user feedback to continuously improve the retention experience
- Create content that celebrates our community's success stories and strengthens emotional connections
Collaborate Across Teams
- Partner with the account management team to ensure seamless support for existing users
- Work with the event manager to create community-building experiences that boost loyalty
- Coordinate with the marketing manager to align retention efforts with broader growth strategies
- Share insights with the product team to enhance features that drive repeated usage
Test, Learn, and Optimize
- A/B test messaging, offers, and campaign timings to discover what resonates most
- Analyze retention data toidentifytrends and opportunities for improvement.
- Build automated retention workflows that nurture users without overwhelming them
- Stay updated on industry best practices and bring fresh ideas to the table.le
What We're Looking For
Must-Haves:
- Experience in customer retention, lifecycle marketing, CRM, or community management
- Proventrack recordof reducing churn and increasing customer lifetime value
- Experience with marketing automation tools and CRM platforms
- Strong analytical skills with the ability to turn data into actionable strategies
- Excellent written communication skills with a warm, friendly tone
- Understanding of mobile app user behavior and engagement metrics
- Self-starter mentality with the ability to manage multiple projects independently
Great to Have:
- Experience in the pet industry or a passion for animal welfare
- Knowledge of digital marketing best practices
- Familiarity with push notification platforms and in-app messaging tools
- Experience with customer feedback tools and user research
- Background in building loyalty programs or referral initiatives
Your Personality:
- Empathetic You genuinely care about making users feel valued and heard
- Creative You love finding innovative ways to surprise and delight people
- Data-driven You make decisions based on insights, not assumptions
- Solution-oriented You see challenges as opportunities to improve
- Collaborative You thrive working with different teams toward a common goal
- Pet lover Bonus points ifyou'realready part of our furry-friend-loving community!
Why Join Pet Watch
At Pet Watch,you'llbe joining a team that genuinely cares about making a difference in the lives of pets and their humans. We value:
- Trust & Safety:We'recommitted to building the safest pet care platform in the UAE
- Community First: Every decision we make prioritizes our users happiness
- Transparency: We believe in open communication and honest relationships
- Innovation:We'realways looking for better ways to serve our community
- Growth: We invest in our team's professional development and celebrate wins together
- What Success Looks Like
In your first90 days,you will:
Month 1: Learn our platform inside-out, analyze current retention data, and build relationships with key stakeholders
Month 2: Launch your first re-engagement campaign and implement quick-win retention improvements
Month 3: Develop a comprehensive retention roadmap and show measurable improvements in user activity
Within your first year, we expect you to:
- Reduce user churn by 20%
- Increase booking frequency among existing users by 30%
- Build and launch a successful loyalty program that users love
- Become the go-to expert on our user community's needs and behaviors
Ready to Join Our Pack
If you're excited about building meaningful relationships with our pet-loving community and creating retention strategies that actually drive results, we'd love to hear from you!
Apply now and help us keep our community connected, one paw at a time.
Pet Watch is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. Whetheryou'rea cat person, dog person, or love all animals equally,you'llfind a home here!
