Customer Relations Manager

WagWay Group; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

WagWay Group is seeking a results-driven Customer Relationship Manager to lead CRM initiatives across its pet wellness brands in the United States. You will own segmentation, email and SMS programs, loyalty strategies, and customer journey optimization to drive retention and lifetime value.

You are analytical, customer-obsessed, and able to translate data into actionable improvements while collaborating with operations and marketing to deliver a seamless digital-to-in person customer experience.

Qualifications

• Bachelor's degree in business administration, marketing, analytics or related field.
• 5+ years of experience in CRM, lifecycle marketing, retention marketing, customer engagement, or related marketing roles.
• Strong analytical and problem-solving skills.
• Hands-on experience with HubSpot and Shopify.
• Experience managing email and SMS marketing programs.
• Ability to manage multiple brands, projects, and priorities simultaneously.
• Excellent communication, organizational, and project management skills.
• Self-starter with a strong sense of ownership and accountability.
• Customer-first mindset with a passion for creating exceptional customer experiences.

Responsibilities

• Develop and execute CRM strategies that improve customer retention, engagement, frequency of visits, and customer lifetime value.
• Build and manage customer segmentation strategies based on customer behavior, service history, engagement, and lifecycle stage.
• Own email and SMS marketing programs, including campaigns, automations, and customer journeys.
• Manage and optimize loyalty and rewards programs.
• Analyze customer and campaign performance data and provide actionable recommendations.
• Support CRM initiatives across multiple brands while balancing competing priorities.
• Perform basic website updates and content changes within Shopify.
• Identify challenges and opportunities, developing creative solutions to improve customer experience and business results.
• Partner with operations and marketing teams to ensure a seamless customer experience from digital engagement through in-person service delivery.
• All other duties as assigned

Skills

CRM strategy

Email marketing

SMS marketing

Data analysis

Customer lifecycle

Project management

Communication

Education

Bachelor's degree in Business Administration, Marketing, Analytics or related field

Tools

HubSpot

Shopify

Canva

Figma

Adobe Creative Suite

Job description

WagWay Group is a PE-backed pet clubs and wellness company with operating brands across the U.S. WagWay was established to build a national, contemporary network of leading pet wellness providers in attractive markets. WagWay pet centers offer daycare, boarding, grooming, training, and vet services under a comprehensive model. The Company aspires to set the standard for pet wellness through the combination of service excellence, innovation, and pet health monitoring.

Job Summary:

The Customer Relationship Manager (CRM) is responsible for customer segmentation, email and SMS marketing, loyalty programs, and customer journey optimization. The CRM is analytical, customer obsessed, and a self-starter who can identify opportunities, solve problems, and execute effectively with minimal oversight.

Essential Functions & Responsibilities:

• Develop and execute CRM strategies that improve customer retention, engagement, frequency of visits, and customer lifetime value.
• Build and manage customer segmentation strategies based on customer behavior, service history, engagement, and lifecycle stage.
• Own email and SMS marketing programs, including campaigns, automations, and customer journeys.
• Manage and optimize loyalty and rewards programs.
• Analyze customer and campaign performance data and provide actionable recommendations.
• Support CRM initiatives across multiple brands while balancing competing priorities.
• Perform basic website updates and content changes within Shopify.
• Identify challenges and opportunities, developing creative solutions to improve customer experience and business results.
• Partner with operations and marketing teams to ensure a seamless customer experience from digital engagement through in-person service delivery.
• All other duties as assigned

Professional Qualifications:

• Bachelor’s degree in business administration, Marketing, Analytics or related field
• 5+ years of experience in CRM, lifecycle marketing, retention marketing, customer engagement, or related marketing roles
• Strong analytical and problem-solving skills.
• Hands-on experience with HubSpot and Shopify.
• Experience managing email and SMS marketing programs.
• Ability to manage multiple brands, projects, and priorities simultaneously.
• Excellent communication, organizational, and project management skills.
• Self-starter with a strong sense of ownership and accountability.
• Customer-first mindset with a passion for creating exceptional customer experiences.
• Passionate about pets and the people who love them
• Experience managing loyalty and rewards program preferred
• Experience in service-based, membership, hospitality, wellness, retail, franchise or multi-location businesses preferred
• Design capabilities using Canva, Figma, Adobe Creative Suite or similar tools preferred
• Strong copywriting skills for email, SMS, website content, and customer communications preferred

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Ability to use standard office equipment, including laptop, phone, and printer
• Occasional standing, walking, bending, or lifting (up to 25 lbs) during onsite team meetings, events, or visits to pet service locations
• Comfortable working in environments where pets (primarily dogs and cats) may be present
• Ability to travel up to 25% for team offsites, store visits, or customer experience audits (if applicable)

WagWay provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We believe that a diverse team is a better team. The perspectives and experiences that people from different backgrounds bring to a company drive better decisions and improved results. WagWay is committed to a culture of inclusion and believes that diversity drives the best results.