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Associate Director Consumer Loyalty & Retention Inactive job
Handy HQ
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United States
New York
5 years of experience
Master education
40 hours per week
51-200 employees
Unlimited holidays
Dental Insurance
Medical Insurance
Employee Discount
Vision Insurance
Pension Plan
Paid maternity/paternity leave

Handy is a home services marketplace on a mission to disrupt the $400B home services market by seamlessly delivering every service to every home. Handy has fundamentally changed the way the world buys home services by making it as easy to buy a service online as it is to buy a product. We connect customers to vetted, independent local professionals at the tap of a button, while providing upfront pricing, customer choice in scheduling (no more pesky 4 hour windows), cashless payments and a service guarantee. 


Started in 2012 by Oisin Hanrahan & Umang Dua, Handy has scaled to offer cleaning, installation and assembly services across the US, Canada and the UK. Handy offers its services both direct-to-consumer via our website and mobile apps and through partnerships with some of the largest retailers in the world, including Wayfair, Walmart, Lowes, Costco and more. As of 2019, Handy is an independently operated subsidiary of ANGI Homeservices (Nasdaq: ANGI), the world’s largest home services marketplace including brands like HomeAdvisor and Angie’s List. This milestone is allowing us to expand to hundreds of more home services to bring the Handy experience to millions of more customers and professionals.


About the role

Handy is seeking an analytical leader to drive all customer retention initiatives at Handy. This is a critical role where you work across strategy, marketing, process and tactics for all retention related initiatives. Customer retention is at the heart of our business, and you will have wide-ranging responsibilities aimed at driving loyalty amongst existing customers and revenue per user. 

We’re looking for someone who is data-driven but creative, has built new campaigns from scratch, thrives in a fast paced environment, and has good customer-centric instincts. Past experience in lifecycle marketing, finance or strategy roles are a plus, but not necessary. 

As part of your role, specific responsibilities will include:

Managing and developing a world class email marketing team:

  • Manage and develop a high-performing email marketing team. Email marketing is one of our largest channels - you will own testing, analysis & process creation.
  • Create and execute against a roadmap for A/B testing that allows us to continuously improve business and email metrics
  • Manage the email marketing calendar and work with designer to execute against it
  • QA all emails, ensuring all links, images, subject lines, and list segments are accurate and working properly 
  • Monitor and report key metrics including email delivery, unsubscribe rate, email metrics, and business metrics

Creating and championing a framework to measure lifetime customer value:

  • Segment customers and suggest experiences based on customer value.
  • Analyze customer data and own the framework to measure customer value.
  • Create and continuously refine treatments plans for defined customer segments considering cost/value benefit of all available levers across CX, product, operations, and marketing.
  • Improve customer retention through feature development, customer segmentation, messaging, customer service and operations
  • Reward and recognize high value customers based on their value to grow bookings per customer and gain insights into business.

Provide (and act on) insights that guide product, operations, and growth:

  • Provide weekly updates on all key metrics, including retention by market and channel, cancellation curves, fees, and other metrics along with concrete insights into drivers
  • Be a fierce advocate for customers and ensure that what we’re building matches customer expectations.
  • Conduct actionable “Voice of Customer” research to inform business decisions and help Handy get smarter about investing in initiatives that tackle the biggest areas of opportunity

Who you are:

  • Multiple years (5+) of experience in an analytical field – marketing, finance, consulting or strategy
  • MBA from a top business school a plus
  • Growth mindset with a focus on using continuous testing to optimize acquisition and pricing
  • Detail oriented with the ability to prioritize and adapt plans, as needed
  • Creative/innovative thinker who can bring ideas to life and execute thoroughly
  • Robust analytic and quantitative skills
  • Familiarity with platforms like SendGrid or a plus
  • HTML proficiency is a plus
  • Comfortable presenting to executive team

Compensation & Benefits

  • Competitive salary and equity commensurate with experience and performance
  • Full medical, dental, vision package to fit your needs
  • Monthly Handy credits
  • Flexible vacation policy; work hard and take time when you need it
  • A fun office in the heart of the Flatiron district, always stocked with coffee, snacks and drinks; catered lunch and dinner, foosball, office events and team outings
  • Ground floor opportunity with the team
  • The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world

Handy HQ
134 W 29th St
NY 10001
New York
United States