The Senior Director, CRM will lead the strategy, development, and execution of our customer relationship management and lifecycle marketing capabilities. This leader will build the systems and programs that allow us to engage pet parents in meaningful ways throughout their relationship with our hospitals—from first visit through ongoing care.This role will oversee the evolution of our CRM platform and data-driven engagement strategies, ensuring we are able to communicate with pet parents in personalized, relevant, and timely ways across channels. The position will work closely with marketing, technology, analytics, and operations teams to build a scalable CRM capability that supports both customer acquisition and long‑term retention.The ideal candidate combines customer lifecycle strategy, marketing technology expertise, and data‑driven decision making, and understands how CRM insights can improve both digital engagement and human interactions with pet parents—including call center and appointment experiences.Key ResponsibilitiesCRM Strategy & Lifecycle MarketingDevelop and lead the organization's CRM and lifecycle marketing strategyDesign engagement programs that support patient acquisition, retention, and lifetime valueBuild lifecycle communication strategies across the full pet parent journey—including onboarding, care reminders, education, and re‑engagementIdentify opportunities to strengthen relationships with pet parents through personalized and relevant communicationMarketing Technology & CRM Platform LeadershipOversee the strategy and ongoing development of the company's CRM platform and marketing automation capabilitiesPartner with technology teams to ensure the CRM ecosystem supports scalable, data‑driven engagementLead the implementation and optimization of CRM tools such as Salesforce Marketing Cloud, CDP platforms, and customer data infrastructureEnsure strong integration between CRM, appointment systems, digital platforms, and marketing technologyCustomer Data & SegmentationDevelop advanced audience segmentation strategies based on pet parent behavior, visit patterns, and engagement signals, including those powered by AI and LLM capabilitiesLeverage CRM and customer data to create personalized engagement strategiesPartner with analytics teams to develop insights that inform lifecycle messaging and marketing optimizationBuild a deeper understanding of pet parent needs, motivations, and engagement driversCross‑Channel Engagement StrategyDevelop coordinated engagement strategies across email, SMS, in‑app messaging, and other direct communication channelsPartner with brand, content, and performance marketing teams to ensure CRM messaging aligns with broader marketing strategiesEnsure CRM programs support both centralized marketing initiatives and local hospital engagement needsRetention & Patient EngagementLead initiatives focused on improving patient retention, visit frequency, and lifetime valueDevelop communication strategies that support preventative care, treatment follow‑ups, and ongoing pet health educationPartner with hospital teams to ensure CRM programs support patient care and service excellenceTeam LeadershipBuild and lead a high‑performing CRM and lifecycle marketing teamEstablish scalable processes for campaign development, testing, and optimizationManage agency and technology partners where appropriateMeasurement & OptimizationPartner with insights team to refine and track KPIs related to customer retention, engagement, lifetime value, and campaign performanceImplement testing frameworks to continuously improve CRM messaging, segmentation, and personalizationUse insights and data to drive continuous improvement in customer engagement strategiesRequired Qualifications10+ years of experience in CRM, lifecycle marketing, or customer engagement strategyProven experience building and scaling CRM programs in a multi‑location or consumer services environmentDeep expertise in marketing technology platforms such as Salesforce Marketing Cloud, CDPs, and marketing automation systemsStrong understanding of customer segmentation, lifecycle marketing, and personalization strategiesExperience partnering with operations teams or customer service organizations to improve customer engagementAnalytical mindset with the ability to translate data into actionable engagement strategiesStrong leadership experience building and mentoring CRM or lifecycle marketing teamsMust reside in the Atlanta, Georgia metro areaHow You're SupportedCompetitive CompensationA competitive salary and a comprehensive benefits package.Total WellbeingComprehensive coverage including Health, Dental, and Vision insurance, plus 24/7 access to doctors through Teladoc.Financial HealthPlan for your future with a 401k featuring a generous company match, plus Life Insurance and Short‑Term Disability options.Commitment to GrowthBenefit from significant opportunities for upward mobility and career growth within a rapidly expanding organization.A Collaborative CultureJoin a nationwide community of over 20,000 veterinary professionals and a Home Office team that lives by our WAG values.Valuable PerksEnjoy generous paid time off and company‑wide holidays, discounted veterinary care for your pets, and access to an online discount platform.Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.#J-18808-Ljbffr
