Director of Client Experience and Marketing - University Veterinary Hospital

About the Role

At University Veterinary Hospital, part of the Suveto network, we love pets and their human families. We strive to be a trusted partner in pet care, providing for pets' needs for a long and full life. The Director of Client Experience and Marketing leads all client-facing operations, including the Patient Care Coordinator department, the complete client journey, service recovery, marketing, social media, community outreach, reputation management, and brand consistency. This role develops leaders, establishes measurable standards, and partners with hospital leadership to strengthen client loyalty, community awareness, and sustainable hospital growth.

Responsibilities

• Leadership and Department Management
  • Provide leadership and strategic direction for the Patient Care Coordinator department.
  • Manage the Customer Service team, including staffing, scheduling, one-on-one meetings, performance evaluations, coaching, recognition, and corrective action.
  • Develop future leaders and promote a positive, accountable, and service-focused culture.
• 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 for concerns involving medical care or clinical workflow.
• Marketing, Social Media, and Brand Management
  • Develop and execute an annual marketing plan in partnership with the Practice Manager, including a social media content calendar.
  • Maintain a consistent UVH brand voice and image across social media, website, email, text messaging, printed materials, digital displays, and community events.
  • Coordinate website updates and ensure public-facing information remains accurate and current.
• Community Outreach and Reputation Management
  • Coordinate community partnerships, sponsorships, events, referral relationships, rescue partnerships, and educational outreach.
  • Represent UVH professionally at approved community events and functions.
  • Use community and reputation data to identify growth opportunities and service improvements.
• Training, Quality Assurance, and Process Improvement
  • Provide oversight of the customer service onboarding and training program.
  • Conduct or delegate audits of phone calls, appointment scheduling, documentation, payments, client interactions, and front-desk workflows.
  • Use audit findings and client feedback to create measurable improvement plans.
  • Collaborate with leadership to improve appointment access, client retention, workflow efficiency, and service consistency.
• Financial and Performance Responsibilities
  • Manage customer service labor within approved goals and make responsible staffing recommendations.
  • Develop and monitor department scorecards and report results to the Practice Manager.
  • Evaluate marketing and sponsorship performance using available data and recommend continued, revised, or discontinued investments.

Requirements

• 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.

Preferred Qualifications

• Veterinary hospital leadership experience.
• Experience with EzyVet, VetRadar, SMG360, marketing tools, and EOS/Traction.

Benefits

• Paid time off and paid holidays.
• Medical, dental, and vision insurance.
• Pet care discounts.
• 401K with a true match up to 4%.
• VSOP® grants (SUVETO’S VETERINARY STOCK OWNERSHIP PLAN) at no cost to team members.