Director, CRM Marketing -Remote

Director, CRM Marketing -Remote

Employment Type: Full Time

EEOC Classification: Exempt

Reports to: C.O.O.

SUMMARY

Oversee the development and implementation of customer relationship management in marketing to ensure the Company revenue and EBITDA goals are achieved. Lead and elevate the analysis of community performance to identify future value creation opportunities. Partner with team members in the centralized marketing function to support the individual hospitals, ensuring hospital guidelines are met while delivering great experience to team members and clients.  

1. Develop CVP CRM strategy to increase transactions and grow the LTV for our partner hospitals by informing existing pet owners of much needed recommended services and products with the goal of delivering the best medicine to the pets we serve.

2. Lead, analyze and provide relevant data insights on clients needs to create marketing and client relationship management strategies.
3. Develop CRM metrics reports to drive accountability and visibility for leadership while improving continuous effectiveness of marketing spend.

4. Develop and implement marketing strategies and techniques that will attract new clients, nurture and deepen relationships with existing clients, and win-back inactive or lost clients while increasing the frequency of visits to attain the best medicine for the pet and client. 
5. CRM will also support doctor recruiting and business development teams to elevate the relationship and likely acquisition of these two key stakeholder groups.

6. Develop and lead team focused on delivering structural improvements to maximize daily performance, future scalability, and growth for the business at enterprise level 

7. Own CRM budgeting process identifying potential growth initiatives and revenue goals 
8. Evolve CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle, specifically the need to determine that right MarTech solution for CVP and a likely migration from today to a to-be-defined future state.
9. Evaluate and improve database marketing, integrated marketing campaigns, applied analytics, and marketing automation 

Education and Experience

• Bachelor’s Degree in a related field with a Master’s Degree a plus. 
• 5+ years of solid experience with Customer Relationship Systems and KPI metrics. 
• Solid background in customer acquisition strategies. 
• Technical expertise with CRM analytical systems. 

Supervisory Responsibilities

Lead team of internal and external partners comprising of operations, business analysts, and marketing

Competencies

• Knowledge of online marketing methods and best practices. 
• Ability to manage marketing projects end-to-end. 
• Strong communication skills along with a customer-oriented attitude. 
• Strong critical thinking and problem solving abilities
• Strong analytical and financial skills, including oversight of the CRM project and Operational budgets. 
• An ability to develop content, synthesize work, and engage with senior executive audiences on a regular basis (CEO/CFO/COO/Board)
• Specifically call out the need to collaborate with Field and Ops employees, particularly to align and enroll them in marketing initiatives
• Professional written and verbal communication and interpersonal skills
• Ability to collaborate well across key functional areas of the business to drive strategic priorities
• Ability to think logically in following procedures and instructions

Travel

10-20% travel expected, variable based upon location

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

WORKING ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office

equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Community Veterinary Partners. is committed to equal opportunity in employment. It is the Company’s policy that equal employment opportunity be provided without regard to age, race, color, sex, religion, national origin, sexual orientation, disability, covered veteran status, or any other status protected by law.