Senior Director, CRM and Marketing Technology - VUCC Admin

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 Responsibilities CRM Strategy & Lifecycle Marketing Develop and lead the organization’s CRM and lifecycle marketing strategy Design engagement programs that support patient acquisition, retention, and lifetime value Build lifecycle communication strategies across the full pet parent journey—including onboarding, care reminders, education, and re‑engagement Identify opportunities to strengthen relationships with pet parents through personalized and relevant communication Marketing Technology & CRM Platform Leadership Oversee the strategy and ongoing development of the company’s CRM platform and marketing automation capabilities Partner with technology teams to ensure the CRM ecosystem supports scalable, data‑driven engagement Lead the implementation and optimization of CRM tools such as Salesforce Marketing Cloud, CDP platforms, and customer data infrastructure Ensure strong integration between CRM, appointment systems, digital platforms, and marketing technology Customer Data & Segmentation Develop advanced audience segmentation strategies based on pet parent behavior, visit patterns, and engagement signals, including those powered by AI and LLM capabilities Leverage CRM and customer data to create personalized engagement strategies Partner with analytics teams to develop insights that inform lifecycle messaging and marketing optimization Build a deeper understanding of pet parent needs, motivations, and engagement drivers Cross‑Channel Engagement Strategy Develop coordinated engagement strategies across email, SMS, in‑app messaging, and other direct communication channels Partner with brand, content, and performance marketing teams to ensure CRM messaging aligns with broader marketing strategies Ensure CRM programs support both centralized marketing initiatives and local hospital engagement needs Retention & Patient Engagement Lead initiatives focused on improving patient retention, visit frequency, and lifetime value Develop communication strategies that support preventative care, treatment follow‑ups, and ongoing pet health education Partner with hospital teams to ensure CRM programs support patient care and service excellence Team Leadership Build and lead a high‑performing CRM and lifecycle marketing team Establish scalable processes for campaign development, testing, and optimization Manage agency and technology partners where appropriate Measurement & Optimization Partner with insights team to refine and track KPIs related to customer retention, engagement, lifetime value, and campaign performance Implement testing frameworks to continuously improve CRM messaging, segmentation, and personalization Use insights and data to drive continuous improvement in customer engagement strategies Required Qualifications 10+ years of experience in CRM, lifecycle marketing, or customer engagement strategy Proven experience building and scaling CRM programs in a multi‑location or consumer services environment Deep expertise in marketing technology platforms such as Salesforce Marketing Cloud, CDPs, and marketing automation systems Strong understanding of customer segmentation, lifecycle marketing, and personalization strategies Experience partnering with operations teams or customer service organizations to improve customer engagement Analytical mindset with the ability to translate data into actionable engagement strategies Strong leadership experience building and mentoring CRM or lifecycle marketing teams Must reside in the Atlanta, Georgia metro area How You're Supported Competitive Compensation A competitive salary and a comprehensive benefits package. Total Wellbeing Comprehensive coverage including Health, Dental, and Vision insurance, plus 24/7 access to doctors through Teladoc. Financial Health Plan for your future with a 401k featuring a generous company match, plus Life Insurance and Short‑Term Disability options. Commitment to Growth Benefit from significant opportunities for upward mobility and career growth within a rapidly expanding organization. A Collaborative Culture Join a nationwide community of over 20,000 veterinary professionals and a Home Office team that lives by our WAG values. Valuable Perks Enjoy 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 Mission Pet Health