Director of Product: Core Experience & Customer Lifetime Value

TrustedHousesitters is one of the most loved and unique consumer marketplaces in the world, a global community that connects pet owners with trustworthy sitters for in-home care. We’re reimagining how people travel and care for their pets, powered by a deep sense of purpose, a thriving membership model, and a product that people genuinely love. With members across 140+ countries and a business built on trust, compassion, and connection, we’re building a category-defining experience at the intersection of travel, pets, and community. We’re looking for an exceptional Director of Product: Core Experience & Customer Lifetime Value to help us shape the future of that experience. This role sits at the heart of our mission and product-led growth strategy, reporting directly to our Chief Product Officer. You’ll lead and elevate the core member journey – from onboarding to repeat sits – and own the product health metrics that drive retention, satisfaction, sit frequency, and lifetime value (CLTV). You’ll be instrumental in helping us deliver on our biggest growth lever: earned virality through exceptional member experiences. You’ll lead a high-performing team of product managers and collaborate closely with engineering, design, marketing, data, and member support. This is a critical leadership role for someone who thrives at the intersection of strategy and execution, and wants to help scale one of the most inspiring, emotionally resonant, and impactful communities in tech. What You’ll Do - Lead Core Product Experience

Own the strategy and roadmap for the core end-to-end member experience, from onboarding to repeat sits, enabled by an app first experience.

Evolve the app as our primary engagement channel, ensuring high-quality, intuitive, and delightful experiences across critical journeys (activation, booking, in-sit management, community sharing).

Drive Product Health & Member Success

Establish and monitor key product health metrics (activation, retention, satisfaction, NPS, success rates).

Own and lead on performance with the ability to forecast and drive impact of key health metrics

Champion continuous improvements to reduce friction, enhance trust, and increase sit frequency and quality.

Embed strong data and experimentation culture across the team to drive decisions.

Fuel Earned Virality & Advocacy

Design and deliver product experiences so valuable, intuitive, or emotionally resonant that members naturally want to share them. Focus on solving real member problems in ways that surprise, delight, and get people talking -- earning word-of-mouth through trust, usefulness, and joy.

Collaborate with Marketing to amplify authentic member stories and moments in the product experience, and support community-driven advocacy through meaningful in-product touchpoints.

Build and oversee execution roadmaps that align with our broader product strategy.

Growth & CLTV Optimisation

Collaborate on pricing, packaging, and monetization strategies to improve renewal rates and maximize member lifetime value.

Lead initiatives that connect core experience improvements directly to commercial outcomes (e.g., increased sits, higher membership engagement, stronger advocacy-driven acquisition).

Leadership & Team Development

Build, mentor, and coach a team of high-performing product managers; foster a culture of ownership, innovation, and impact.

Work cross-functionally with a senior leadership team of design, engineering, data science, and marketing to deliver world-class product experiences.

Represent the core product experience trading and performance to the exec, driving commercial and product performance

Bring Director-level strategic thinking to team leadership while staying hands-on to guide execution.

What You’ll Bring

Proven experience at Director level (or equivalent) in high-growth B2C environments, ideally with marketplace and subscription models in an international context.

Strong app product expertise, with a track record of scaling mobile-first experiences and driving deep engagement.

Expertise in growth modeling, data analysis, and using quantitative insights to guide product strategy, testing and prioritisation.

Deep understanding of customer lifecycle, from activation and adoption to retention and advocacy.

Demonstrated success driving product health initiatives and connecting them to commercial and user outcomes.

Experience leading and developing high-performing product teams and working effectively in cross-functional, collaborative environments.

Strong ability to balance strategic vision with execution and get things shipped.

Passion for community-driven products, user trust, and brand advocacy.

Excellent communication skills; ability to influence at executive level and inspire teams.