Senior Director, CRM and Marketing Technology - Mission Pet Health

Key Responsibilities

• 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
• 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
• 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
• Develop cross-channel 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
• 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
• 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
• 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
• An 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