Director of Lifecycle & Loyalty

Director, Lifecycle and Loyalty
Chicago, IL
GoodVets is a network of innovative animal hospitals co-owned by local veterinarians who operate them. We elevate the veterinary experience through modern, luxurious hospitals built around a unique vet-owner model. Our animal hospitals provide high-quality, comprehensive healthcare for pets, and we are rapidly expanding across the U.S., supported by leading private equity partners, including General Atlantic and SkyKnight Capital.
GoodVets is looking to hire a Director, Lifecycle and Loyalty to take a pivotal leadership role within our growing marketing team. Reporting to the Senior Vice President of Digital, the Director, Lifecycle and Loyalty will oversee and help craft our existing customer communications strategy across various touchpoints. This is a unique opportunity to have a foundational impact on a business growing quickly year over year.
The Impact You Will Have Every Day:
- Lead development of our growing CRM program, with a focus on both new and existing customer communications strategy. Apply a strategic testing agenda to drive positive business outcomes and maximize customer lifetime value.
- Own the customer journey – creating a unified experience across initiatives that drive, engagement, loyalty, and repeat purchase behavior.
- Identify and architect our customer segmentation strategy.
- Launch and optimize the GoodVets referral and loyalty program, defining the go to market strategy and incentive structures of the program.
- Pilot AI driven technology to create personalized and relevant communications to our customer base while minimizing operational burden.
- Develop and maintain a robust CRM measurement framework in conjunction with the GoodVets analytics team.
- Collaborate closely with integrated marketing, digital experience, product, and ops stakeholders at GoodVets to enhance the holistic GoodVets customer experience.
What We Look For:
- 7-10 years of experience in a customer lifecycle management or digital strategy role.
- A willingness to “do it all” – from hands on keyboard execution to C-suite level strategy presentations.
- Proven track record of ability to craft cohesive and comprehensive customer experience journeys.
- Deep knowledge of CRM best practices – including segmentation, testing, and content development.
- Data driven, analytical mindset to be applied across growth and loyalty efforts.
- Desire to build a comprehensive testing roadmap across marketing touchpoints, enabling constant optimization, refinement, and performance improvement.
- Excellent leadership and collaboration skills, with experience working with cross-functional teams across marketing disciplines.
What We Offer:
- Generous market-leading salary compensation
- Goal-driven annual bonuses
- Unlimited paid time off
- Company paid healthcare
- 401(k) Retirement Plan with match
- Friendly employee discounts on veterinary services and products
- Dental and vision insurance
- Gym membership
If this sounds like the adventure you've been searching for, we can't wait to connect with you. Apply today and let's make an impact, together!
Compensation Range
$160,000 - $190,000 USD
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