Senior Customer Marketing Manager

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone.

TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses:
Aspen Dental, Clear Choice Dental Implant Centers, Well Now Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our Lovet Pet Healthcare team as a Senior Manager, Customer Relationship Marketing.

We are seeking a Sr. Manager of Customer Relationship Marketing to transform CRM from a transactional communication tool into a scalable growth and experience platform that drives Existing Client (EC) engagement, visit frequency, and New Client (NC) conversion across both Base and De Novo businesses
.

This role is both strategic and highly tactical
. The Sr. Manager will shape CRM strategy, build the roadmap, and personally lead the development, deployment, and optimization of campaigns and lifecycle programs that drive measurable business outcomes.

This is an exciting opportunity for someone who enjoys working closely across functions on a small, collaborative team dedicated to bringing the vision of Lovet Pet Health Care to life at scale
.

The role will execute our CRM roadmap to stabilize core operations, unlock automated lifecycle value, and enable increasingly personalized engagement that improves retention, visit volume, and customer experience.

1. Execute the CRM Roadmap to Enable Engagement & Growth

• Lead the phased evolution of CRM capabilities that support retention, repeat visits, and revenue growth:
• Stabilize foundational programs including appointment reminders, lifecycle communications, plan renewals, and monthly content
• Leveraging both outbound and in-product delivery, launch and optimize automated lifecycle journeys such as treatment reminders, no-show recovery, and referral programs
• Enable more personalized coordinated and targeted engagement across channels over time

2. Build and Deploy Campaigns that Drive Visits and Retention

• Own promotional strategy and execution for EC and NC campaigns
• Design, build, and deploy lifecycle programs and targeted promotions that increase repeat visits and lifetime value
• Track and optimize performance of campaigns against bookings, visits, and engagement metrics
• Own EC visit and revenue per visit targets supported by CRM programs
• Develop strategies appropriate to both Base businesses (retention and frequency) and De Novo businesses (penetration and loyalty building)
• Connect CRM engagement to appointment bookings and revenue outcomes

4. Partner Strategically to Deliver Business Outcomes

• Partner with the CMO and Product to define priorities, roadmap phases, and success metrics
• Work closely with Braze and external partners to maximize platform capabilities and speed of execution
• Contribute to developing internal best practices and scalable processes

5. Measure Performance, Reputation, and Optimize

• Link CRM KPIs to business outcomes including show rate, visit volume, plan renewals, revenue per visit, and treatment completion
• Track and report on client reputation and feedback using Birdeye and Qualtrics, identifying trends and opportunities to improve experience and retention
• Provide ongoing analysis, testing, and optimization recommendations
• Develop clear reporting on roadmap progress and campaign performance

6. Collaborate Cross-Functionally

• Integrate CRM initiatives with marketing…