Leads CRM, email and lifecycle marketing, and the Pet Health Club loyalty program to increase client retention, repeat visits, membership growth, renewals, and lifetime value. Owns client lifecycle strategy, segmentation, campaign performance, retention KPIs, program ROI, and P&L contribution. Manages retention leaders, partners with clinic and operations teams, and reports performance insights and recommendations to the Chief Customer and Marketing Officer.

Leads the 12-month rollout of HR policies, translating requirements into practical guidance, launching an intranet policy hub, coordinating field implementation, and partnering with HRIS teams on workflow changes. The role tracks policy status, owners, risks, decisions, and implementation milestones while ensuring sustainable handoff and adoption across office-based and frontline clinic workforces.