Director, Retention Analytics

Fetch; United States; Remote; USD 140,000 - 150,000; Full time

Benefits offered by this job

Comprehensive benefits

Free lunch

Generous PTO

Pet insurance discount

401(k) matching

Educational assistance

Volunteer hours

Job summary

Fetch, a US-based pet-insurance-focused company, is expanding a Loyalty & Retention analytics function. You will own measurement, modeling, experimentation, and forecasting that explain why members churn and what keeps them engaged. Your work guides lifecycle communications, channel quality, payment recovery, and save-desk spend.

You will present results with evidence-based conclusions to executives and help shape a durable, scalable retention framework across the organization.

Qualifications

• 6+ years in analytics with renewal-based business experience.
• Advanced SQL and warehouse expertise.
• Retention and survival analysis experience.
• Deep experimentation and forecasting skills.
• Ability to present difficult findings to executives.
• Clear, concise written communication.

Responsibilities

• Define agreed definitions for cancellation reasons, retention, persistency, and save rate.
• Model voluntary and involuntary churn with survival curves and cohorts.
• Assess channel quality and attribution across campaigns and partners.
• Link NPS/CSAT movement to retention at segment level.
• Design lifecycle experiments and build a durable readout archive.
• Forecast retention and defend models with CAO and actuary.
• Analyze save-rate, cost per save, win-back and agent performance.

Skills

Advanced SQL

Retention analytics

Survival analysis

Experimentation

Forecasting

Executive communication

Analytics leadership

Python

R

Tools

Python

R

Job description

AtFetch , 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-growthWarburg 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

Fetch has created a new Loyalty & Retention organization, accountable for member retention and satisfaction. This role is the analytics function behind it.
You'll own the measurement, modeling, experimentation, and forecasting that determine what Fetch believes about why members leave and what keeps them. Your work drives decisions on lifecycle communications, channel quality, payment recovery, and how the save desk spends its time.
You own the conclusions, not just the data - and you'll stand behind them when they cut against what people expected. Because much of what moves retention sits with teams you influence rather than direct, the case has to be won on evidence, and you'll often be the one presenting it.

What you'll own

• Definitions. One agreed definition of cancellation reasons, retention, persistency, and save rate, reconciled with BI, the Chief Analytics Officer, and the lead actuary. You work inside the company data model, not a parallel one.
• Voluntary churn. Retainable vs. non-retainable cancellation, with survival curves by acquisition source and tenure — not a blended rate.
• Involuntary churn. The payment-failure view (decline code, card brand, funding type, frequency) and recovered premium, worked with Retention Operations into interventions.
• Channel quality. Attribution by partner — and where data allows, by partner rep — ranking campaigns by retained value, not acquisition cost.
• Satisfaction. Link NPS/CSAT movement to retention at the segment level, and separate real sentiment shifts from survey-mix effects.
• Experimentation. The lifecycle test portfolio, hypothesis to readout to decision, plus a durable archive so settled questions stay settled.
• Forecasting. Separate voluntary and involuntary churn models, reconciled with the CAO and actuary and back-tested against actuals.
• Save desk analytics. Save rate with defensible denominators, cost per save, offer effectiveness, win-back, and agent-level performance across 27 agents.

What success looks like

• 90 days. You own recurring retention reporting and the involuntary-churn cuts, have a working agreement with BI on definitions and access, and have spent real time on the save desk floor and on live cancellation calls.
• 6 months. Granular acquisition-source attribution is in production, you've taken over the test portfolio, and first-version voluntary/involuntary forecast models exist.
• 1 year. You produce and defend the retention forecast to the executive team, with a documented record of what our initiatives actually moved.

What we're looking for

Required:

• 6+ years in analytics, with meaningful time in subscription, insurance, or other renewal-based businesses
• Advanced SQL — you work independently in a modern warehouse
• Retention and survival analysis: cohorts, survival curves, hazard modeling, and the judgment for when each applies
• Experimentation depth: tests that changed real decisions, and the rigor to know when a result you like is still noise
• Forecasting with accountability for accuracy, not just production
• The ability to bring an unwelcome finding to executives and hold your position
• Clear writing — much of your influence happens in documents

Preferred:

• Payments/billing analytics (decline codes, retry and dunning)
• Python or R
• Pet or P&C insurance
• Actuarial partnering
• Contact-center analytics

Why this role is worth taking

Most retention analytics roles inherit a mature function and maintain it. This one is built from scratch - the forecast models and the test archive don't exist yet. You'd be the first analytics leader in a new organization, reporting to a VP whose own scorecard depends on your work being right, who has done this analysis personally for years, and who will tell you when you're wrong.

Compensation

• The pay range for this position is $140,000 - $150,000 on a full-time basis
• This position is eligible for the Company’s bonus plan(s)

Why Join Fetch

• Be part of a mission-driven company that values creativity, innovation, transparency, and collaboration
• When in office, enjoy complimentary lunch daily
• Join a team that genuinely cares about creating a positive, inclusive work environment where everyone can thrive

At Fetch, we recognize the importance of work-life balance and prioritize our employees' mental health and well-being, ensuring everyone can flourish both professionally and personally. Not just pets, we want our employees to live their best lives too - here at Fetch, you have access to the valuable benefits listed below.

• Comprehensive Medical, dental, and vision plan for you and your family
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available
• Highly competitive 401(k) matching
• Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days
• Paid company (9) holidays, including (1) floating holiday
• Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year
• Educational Assistance Program
• Volunteering - earn up to 8 hours per calendar year at nonprofit organizations
• Employee Referral Incentive
• Tuition Assistance
• Employee Assistance Program (EAP)

Pay Range

$140,000 - $150,000 USD

EEO Statement

Fetch is proud to be an equal opportunity employer.

We're committed to building a workplace that reflects the diversity of pet parents everywhere - hiring and developing individuals from all backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, sex, gender, age, marital status, appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, student status, political affiliation, military or veteran status, citizenship, genetic information, or any other status protected by law. Fetch will provide reasonable accommodations for individuals with disabilities throughout the hiring process.

If you need assistance or an accommodation to apply, please contact us at [e-mail]