Senior Director, Client Retention

Own the CRM strategy and roadmap, ensuring the right messages reach the right clients at the right time. Oversee campaign-based and automated lifecycle communications, including reminders, newsletters, and re-engagement programmes. Provide strategic leadership for the Pet Health Club loyalty program, driving membership growth, retention, and renewal rates while owning the P&L contribution targets. Define the end-to-end client journey from first visit through to loyal, recurring clients, identifying attrition gaps and developing personalized retention strategies by species and visit frequency. Lead and develop the Retention team, establishing clear goals, performance rhythms, and career development pathways. Report weekly on retention performance and PHC metrics to the Chief Customer & Marketing Officer, delivering monthly scorecards with trend analysis. This newly created role reports to the Chief Customer & Marketing Officer, reflecting the organization's strategic ambition to build world-class retention capability.