Director of Client Experience - University Veterinary Hospital

Director Of Client Experience And Marketing

At University Veterinary Hospital, part of the Suveto network of hospital, we absolutely love pets, and we love people too. Everything we do at our hospital in Shreveport, LA is influenced by our desire to make life better for pets and their human families. We strive to be our clients' trusted partner in pet care, by providing their pets' needs for a long and full life. We are looking for a Director of Client Experience and Marketing to join our team!

The Director of Client Experience and Marketing is responsible for leading all client-facing operations at University Veterinary Hospital. This role owns the Patient Care Coordinator department, the complete client journey, service recovery, marketing, social media, community outreach, reputation management, and brand consistency. The Director of Client Experience and Marketing will develop leaders, establish measurable standards, and partner with hospital leadership to strengthen client loyalty, community awareness, and sustainable hospital growth.

Key Performance Responsibilities:

• I. Leadership and Department Management
• Provide leadership and strategic direction for the Patient Care Coordinator department.
• Manage the Customer Service team, which includes staffing, scheduling, conducting regular one-on-one meetings, performance evaluations, coaching, recognition, and corrective action for direct reports.
• Develop future leaders and promote a positive, accountable, and service-focused culture

• II. Client Experience and Service Recovery
• Own the client experience from the first phone call through check-in, patient updates, checkout, discharge, and follow-up.
• Handle escalated client concerns and coordinate timely, professional service recovery.
• Partner with the Director of Hospital Operations and Medical Director when client concerns involve medical care or clinical workflow.

• III. Marketing, Social Media, and Brand Management
• Develop and execute an annual marketing plan in partnership with the Practice Manager, which will include developing and maintaining a social media content calendar for platforms used by UVH.
• Maintain a consistent UVH brand voice and image across social media, the website, email, text messaging, printed materials, digital displays, and community events.
• Coordinate website updates and ensure public-facing information remains accurate and current.

• IV. Community Outreach and Reputation Management
• Coordinate community partnerships, sponsorships, events, referral relationships, rescue partnerships, and educational outreach with the Cares Committee President as needed.
• Represent UVH professionally at approved community events and functions.
• Use community and reputation data to identify growth opportunities and service improvements needed.

• V. Training, Quality Assurance, and Process Improvement
• Provide oversight of the customer service onboarding and training program while the Customer Service Trainer owns day-to-day training execution.
• Conduct or delegate audits of phone calls, appointment scheduling, documentation, payments, client interactions, and front-desk workflows. And use audit findings and client feedback to create measurable improvement plans.
• Collaborates with leadership to improve appointment access, client retention, workflow efficiency, and service consistency.

• VI. Financial and Performance Responsibilities
• Manage customer service labor within approved goals and make responsible staffing recommendations.
• Develop and monitor department scorecards and reports results to the Practice Manager.
• Evaluates marketing and sponsorship performance using available data and recommends continued, revised, or discontinued investments.

Required and Preferred Qualifications:

• Three or more years of progressive leadership experience in veterinary medicine, healthcare, hospitality, or another client-focused environment.
• Demonstrated experience coaching employees, managing schedules, resolving conflicts, and improving processes.
• Strong written, verbal, digital, and social media communication skills.
• Ability to interpret client feedback and performance metrics and convert findings into action plans.
• Proficiency with practice-management software, Microsoft Office, social media platforms, and digital communication tools.
• Veterinary hospital leadership, EzyVet, VetRadar, SMG360, marketing, and EOS/Traction experience preferred.

Benefits:

Our employment package includes paid time off, paid holidays, medical, dental and vision insurance, pet care discounts, 401K with a true match up to 4%. In addition, all full-time hospital team members receive VSOP grants, SUVETO'S VETERINARY STOCK OWNERSHIP PLAN, at no cost to team members. VSOP is an ownership program that tracks the value of the entire Suveto organization.

University Veterinary Hospital, part of the Suveto network of hospitals, is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.