Strategic Leader, Client Retention & Loyalty

VetStrategy; Vaughan; On-site; CAD 170,000 - 210,000; Full time

Job summary

VetStrategy is seeking a Sr. Director, Client Retention to deepen client relationships and maximize lifetime value across the network. You will lead CRM Operations and PHC, shaping end-to-end client journeys and personalized experiences to drive loyalty and repeat visits.

The role reports to the Chief Customer & Marketing Officer and requires building world-class retention capabilities, with accountability for PHC P&L, tools, and cross-functional collaboration with clinic teams.

Qualifications

• 7–10 years in CRM, loyalty or lifecycle marketing.
• Proven leadership of multi-location teams.
• Strong data analytics and segmentation skills.
• Experience with loyalty programs in healthcare or franchise.

Responsibilities

• Own the CRM strategy and roadmap, ensuring timely, relevant messages.
• Provide strategic direction for the Pet Health Club loyalty program.
• Drive membership growth, retention, and renewal rates.
• Report retention performance to the CCMO and deliver monthly scorecards.

Skills

CRM strategy

Loyalty programs

Email marketing

Team leadership

Data-driven

Stakeholder mgmt

Education

Bachelor's in Marketing

MBA

Tools

AllyDVM

Vetup

Job description

VetStrategy is seeking a Sr. Director, Client Retention to deepen client relationships and maximize lifetime value across the network. You will lead CRM Operations and PHC, shaping end-to-end client journeys and personalized experiences to drive loyalty and repeat visits.

The role reports to the Chief Customer & Marketing Officer and requires building world-class retention capabilities, with accountability for PHC P&L, tools, and cross-functional collaboration with clinic teams.