Senior Director, Client Retention
$160,000–$175,000 year
On-siteVaughan, Ontario, Canada or Woodbridge, Ontario, Canada
Job Summary
Own the CRM strategy and roadmap, ensuring the right messages reach clients at the right time while overseeing automated lifecycle communications including reminders, newsletters, and re-engagement programmes. Drive high-level segmentation leveraging patient species, visit history, and product profiles, and optimize CRM platforms (AllyDVM, Vetup) to support clinic teams. Provide strategic leadership for the Pet Health Club loyalty program, working with the team to drive membership growth, retention, and renewal rates while owning P&L contribution targets and reporting on program performance. Define the end-to-end client journey from first visit to loyal recurring client, identify attrition gaps, and develop personalized retention strategies by species and visit frequency. Lead and develop the Retention team, building a culture of client-centricity and data fluency while establishing clear goals and career pathways. Report weekly on retention and PHC metrics to the CCMO and deliver monthly scorecards with trend analysis.
Required Qualifications
- 7-10 years of progressive CRM, loyalty, or lifecycle marketing experience
- at least 3 years in a people leadership role
- Demonstrated success building or scaling a loyalty or membership program in a multi-location consumer environment
- Deep expertise in CRM platforms, marketing automation, and email/lifecycle program management
- Experience leading cross-functional teams and influencing across clinic or field networks without direct authority
- Strong commercial acumen with the ability to connect retention metrics to revenue and lifetime value outcomes
- Data-driven approach to decision-making
- comfortable with segmentation, cohort analysis, and campaign measurement
- Bachelor's degree in Marketing, Business, or related field
Desired Qualifications
- Veterinary, healthcare, franchise, or subscription business experience
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