[Remote] Senior Manager Sales (Shelter & Breeder Channels)

Note: The job is a remote job and is open to candidates in USA. Fetch is a high-growth company dedicated to helping pets live their healthiest and happiest lives. They are seeking a Senior Manager Sales to oversee teams driving breeder sales growth, improve customer experiences, and ensure policyholder satisfaction through effective coaching and collaboration with cross-functional teams.

Responsibilities

• Lead, coach, and develop the Breeder Sales team to meet and exceed growth targets, apply versatile strategies to meet customers needs, and apply strong sales tactics in an all-outbound sales environment
• Manage daily outbound engagement operations, including calls, emails, callbacks, and onboarding campaigns for new policyholders
• Monitor team performance, KPIs, and quality assurance standards to ensure a high level of sales growth and targets are met/exceeded
• Develop and implement strategies to improve insurance attachment rates, working with the sales team and alongside partners to identify and execute opportunities for program improvement by leveraging unique customer journeys
• Monitor partner performance and conversion, and work to improve via communication and collaboration with key strategic partners
• Assure invoicing is accurate and timely for partners and meets budget CAC targets and spend allowance
• Train, refine, and develop new and existing employees in outbound sales tactics and best-in-class conversion and retention strategies
• Track and report on all KPIs by channel, team and individual sales agent
• Lead, coach, and develop the Shelter Sales Success team to achieve retention, engagement, and onboarding goals
• Drive retention performance across shelter partner channels by reducing early policyholder churn and improving onboarding success metrics
• Manage daily outbound engagement operations, including calls, emails, callbacks, and onboarding campaigns for new policyholders
• Monitor team performance metrics, KPIs, and quality assurance standards to ensure a high level of customer experience and operational excellence
• Develop and implement strategies to improve early customer engagement, including but not limited to: self-service portal adoption, the Fetch claims process, understanding of Fetch policies and the benefits of pet health coverage, perks utilization, and awareness of other Fetch member benefits
• Partner closely with Shelter Sales, Retention, Member Experience, and Operations teams to ensure a seamless and consistent customer journey
• Analyze trends, reporting, and customer feedback to identify opportunities for process improvement, call contact rate increase, call talk time efficiencies, and retention optimization
• Support the creation and execution of onboarding workflows, communication strategies, and engagement initiatives
• Provide ongoing coaching, feedback, and professional development opportunities to team members
• Ensure accurate documentation of customer interactions, onboarding outcomes, and performance data within company systems
• Maintain deep knowledge of Fetch products, programs, shelter partnerships, and member offerings
• Foster a positive, collaborative, and pet-loving team culture focused on accountability, empathy, and continuous improvement

Skills

• 3+ years of leadership or management experience in sales, customer success, retention, member experience, or call center operations
• Strong coaching, communication, and employee development skills
• Proven ability to drive a sales organization to exceed sales goals, retention, engagement, and customer satisfaction performance metrics
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Strong analytical and problem-solving capabilities with a data-driven mindset
• Proficiency with CRM systems, reporting tools, and customer engagement platforms
• Strong technical skills
• Experience working cross-functionally with sales, operations, or customer support teams
• Passion for pets and commitment to delivering exceptional customer experiences
• Experience managing outbound engagement or customer onboarding teams preferred

Benefits

• Along with base salary, your position may qualify for additional bonuses
• This position is eligible for the Company’s bonus plan(s)
• When in office, enjoy complimentary lunch daily, and pets are always welcome
• 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
• Fetch Discount Perks Program
• Volunteering - earn up to 8 hours per calendar year at nonprofit organizations
• NYC Office Amenities: Pet-friendly environment, free lunch, snacks, and additional amenities; transit accessible
• Employee Referral Incentive
• Tuition Assistance
• Commuter Benefits
• Employee Assistance Program (EAP)

Company Overview