Customer Service & Retention Manager

About NutriCanine

At NutriCanine, we make it easy and convenient for pet parents to feed their dogs freshly prepared, real-food meals — so they can live longer, healthier, happier lives. We’re a fast-growing startup offering personalized meal plans, prepared and delivered with care, right here in Toronto.

We’re looking for an experienced and proactive Customer Service & Retention Manager to lead our customer-facing team and take ownership of a department that drives both customer happiness and business growth.

This is an in-person role with high visibility, high impact, and significant opportunity for professional growth.

MUST love dogs.

Role Overview

Reporting directly to the CEO, the Customer Service & Retention Manager will oversee a team responsible for customer support, acquisition, retention, and winbacks — a hybrid of service and revenue generation.

NutriCanine operates on a subscription-based model, and customer service execution is nuanced. It requires a thoughtful approach to subscription flexibility, personalization, delivery timing, product education, and retention strategy — not just reactive support.

You’ll be hands-on in leading the team, implementing and improving systems, coaching reps, and tracking performance across both service and sales metrics. We’re looking for someone with a positive, can-do attitude who takes initiative, solves problems proactively, and is excited to make their mark on a growing business.

Key Responsibilities

Team Management & Leadership

• Lead and support a team of Customer Service & Retention Specialists
• Manage daily operations, team schedules, time-off coordination, and coverage
• Train, coach, and mentor team members through 1:1s, feedback loops, and performance reviews
• Own the hiring and onboarding process for new reps
• Foster a positive, collaborative, and accountable team culture
• Handle escalations when necessary

Process Ownership & Improvement

• Own and update all SOPs, training materials, scripts, and customer-facing processes
• Implement new systems, tools, and workflows that improve efficiency and service quality
• Monitor daily operations and flag recurring issues, bugs, or opportunities to cross-functional partners
• Identify and escalate customer pain points or product feedback to leadership and relevant teams
• Bring forward ideas to improve the overall customer experience — from first contact to ongoing retention

Revenue-Driven Retention & Acquisition

• Oversee the team’s performance on winbacks, upgrades, and acquisition follow-ups
• Develop scripts, talk tracks, and campaigns to improve customer lifetime value
• Ensure the team is meeting key performance metrics: retention rate, conversion rate, churn, response time, and more
• Provide weekly reporting on performance and team insights to the broader team and CEO
• Balance service excellence with revenue focus — this team is a key business driver, not a cost centr

Cross-Functional Collaboration

• Work closely with the CEO and Chief Brand Officer on strategic priorities
• Collaborate with Marketing, Director of Nutrition, and Operations to align on messaging, promotions, and fulfillment
• Represent the voice of the customer internally to help improve product and experience
• Work with internal and external partners on improving systems and processes

What We’re Looking For

• 3–5+ years of experience in customer service, sales operations, or retention, with 1–2+ years managing a team
• Experience in a subscription-based or direct-to-consumer (DTC) business strongly preferred
• Proven track record of leading high-performing, customer-facing teams
• Strong coaching and leadership skills with a passion for developing others
• Deep understanding of both customer support and revenue-focused KPIs
• Experience implementing tools and systems (e.g., Gorgias, Shopify, Asana, Skio, CRMs)
• Detail-oriented and organized — able to manage SOPs, onboarding, QA, and process updates
• Analytical mindset — comfortable pulling and interpreting data to inform decisions
• Proactive and resourceful, with a natural bias toward action and problem-solving
• MUST love dogs and be excited about working in the pet wellness space

Why Join NutriCanine

• Join a mission-driven company that helps dogs live better lives through fresh food
• Work in-person in a collaborative, supportive team environment (with dogs around!)
• Be part of a fast-growing business with significant opportunity for upward mobility
• Own and scale a core function that directly drives customer happiness and revenue
• Participate in our profit-sharing structure, designed to reward team members as the company grows