Description Position at Thrive Pet Healthcare
Candidates based in the Austin area need to be willing to commute to our corporate headquarters in Downtown Austin 2-days a week and can work 3-days remote. Individuals based in other geographies across the U.S. will also be considered for a remote role.
Job Summary: The Shelter and Client Experience Marketing Manager oversees the marketing operations for all Thrive's hospitals. This role collaborates with the brand, creative, communications, operations, public relations, finance, and digital marketing teams to research, brainstorm and execute strategies that support revenue and transactional growth.
Responsibilities: Leading with Your Head Understanding business, solving problems, and making decisions through inclusive contributions of others
Shelter Key Responsibilities: - Develops and implements an integrated strategic communications plan to promote all facets of Thrive's "A Healthy Homecoming" shelter outreach plan; advance the organization's brand identity; increase donor engagement and retention; broaden awareness of the Shelter's programs and priorities; and increase the visibility of the organization across key stakeholder audiences.
- Enhance the creative artwork and call to actions that scale across all locations.
- In conjunction with Marketing, writing press releases, working with media outlets, and coordinating media events.
- Managing website content: this includes ensuring the website is user-friendly, informative, and up to date.
- Managing email marketing: this includes creating and distributing newsletters, fundraising appeals, and other email campaigns.
- Monitor and track key metrics while making recommendations for improvement.
- Oversee any contracts with the legal and supply chain management.
- Assess hospital needs, requests and deliver the appropriate support that leads to the best outcome for our teams and pet owners.
Client Experience Key Responsibilities: - Understanding customer needs: gathering and analyzing customer feedback through various channels, including surveys, customer service interactions, and data analysis.
- Identifying pain points: pinpointing areas where customers experience friction or dissatisfaction in their interactions with the company.
- Developing and implementing CX strategies: creating and executing plans to address identified issues and improve customer experience.
- Collaboration: working with cross-functional teams like marketing, operations, medical excellence, knowledge and learning, and customer support to ensure alignment and consistency.
- Monitoring and evaluating CX metrics: tracking key performance indicators (KPIs) like Net Promoter Score (NPS), 3R's (ratings, reviews and responses) to measure the effectiveness of CX initiatives.
- Enhancing the customer journey: identifying and optimizing touchpoints throughout the customer lifecycle to create a seamless and engaging experience.
- Training and support: providing training and support for team members on best customer service practices.
- Building customer relationships: Fostering positive relationships with customers by providing personalized and empathetic support.
Leading with Your Heart Interpersonal aspect of leading with Emotional Intelligence (EQ), effective use of influence, working together constructively and creatively
- Develop trust with field stakeholders such as practice managers, medical directors, and vet relations representatives at the hospitals, and operations managers, directors, and VPs that support hospital operations.
- Coach operations partners and hospitals' leadership on marketing programs, strategies, and tactics that are appropriate for the hospitals' goals with a focus on CX and shelters.
- Foster a sense of belonging and collaboration among the hospitals in their region.
- Support hospitals' leadership with empathy and with a solution-oriented approach.
- Balance hospitals support, consumer and support office needs.
Leading With Your Hands The art of bringing people together to leverage their skills, talents, and knowledge to achieve a common purpose with greater results
- Collaborate with operations partners to assess hospitals' needs, capacity, and growth opportunities
- Collaborate with hospital leadership and vet relations representatives to drive hospital growth
- Collaborate with other marketing functional areas in creating new programs, develop new local tactics, and manage hospital-specific projects.
Key Qualifications: - 7+ years' experience in field, regional and veterinary referral marketing
- 3+ years' experience in shelter or client experience roles
- Knowledge of key marketing and advertising principles
- Strong analytical approach to evaluating attribution, funnel metrics and campaign performance
- Solution-oriented and able to troubleshoot
- Experience with project management
- Organized, collaborative, self-starting, and strong communication (written and verbal) skills
- Able to analyze work for improvements, solicit and incorporate feedback
- Able to foster relationships with key stakeholders based on trust
- Knowledge of veterinary industry is a plus
- Strong commitment to welfare and proper treatment of animals
- Bonus points for animal lovers.
Apply today.
At Thrive Pet Healthcare, we celebrate and embrace the uniqueness and diversity of our team members, pet parents, and pets. We strive to create a diverse, equitable, and inclusive culture where all team members belong and feel empowered.