Senior Manager, Customer Relationship Marketing

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, ClearChoice Dental Implant Centers, WellNow 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.Primary Accountabilities1. Execute the CRM Roadmap to Enable Engagement & GrowthLead 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 contentLeveraging both outbound and in-product delivery, launch and optimize automated lifecycle journeys such as treatment reminders, no-show recovery, and referral programsEnable more personalized coordinated and targeted engagement across channels over time2. Build and Deploy Campaigns that Drive Visits and RetentionOwn promotional strategy and execution for EC and NC campaignsDesign, build, and deploy lifecycle programs and targeted promotions that increase repeat visits and lifetime valueTrack and optimize performance of campaigns against bookings, visits, and engagement metrics3. Drive Existing Client Engagement & Visit VolumeOwn EC visit and revenue per visit targets supported by CRM programsDevelop 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 outcomes4. Partner Strategically to Deliver Business OutcomesPartner with the CMO and Product to define priorities, roadmap phases, and success metricsWork closely with Braze and external partners to maximize platform capabilities and speed of executionContribute to developing internal best practices and scalable processes5. Measure Performance, Reputation, and OptimizeLink CRM KPIs to business outcomes including show rate, visit volume, plan renewals, revenue per visit, and treatment completionTrack and report on client reputation and feedback using Birdeye and Qualtrics, identifying trends and opportunities to improve experience and retentionProvide ongoing analysis, testing, and optimization recommendationsDevelop clear reporting on roadmap progress and campaign performance6. Collaborate Cross-FunctionallyIntegrate CRM initiatives with marketing channels, brand, product, and communications teamsManage multiple priorities while balancing strategic planning with hands-on executionMinimum Education and ExperienceEducation: Bachelor’s Degree requiredExperience:10+ years of experience planning and executing CRM programs including email, SMS, direct mail, and lifecycle marketing in retail, service, healthcare, or similar categories. Experience with Braze is preferred but not required.Ideal Candidate ProfileThe ideal candidate is a business-oriented CRM leader who combines strong strategic thinking with the ability to execute quickly and effectively.Key qualifications:Demonstrated ability to link CRM programs to revenue and business outcomesExperience building and deploying lifecycle and promotional campaigns end-to-endStrong analytical skills and comfort using test-and-learn methodologiesHands-on leader who can move fluidly between strategy and executionExperience working cross-functionally and with external partnersProven ability to manage immediate priorities while building longer-term capabilitiesDemonstrated ability to be strongly committed to outcomes while remaining adaptable in approach—able to quickly reassess priorities and pivot strategies as business conditions, customer needs, or data change.Why This Role MattersThis role is central to turning CRM into a true growth engine—improving retention, increasing visit frequency, targeting clients and pets with the highest need, and strengthening customer relationships across both Base and De Novo businesses. You will play a key role in shaping how we engage clients and scale the business through smarter, more effective lifecycle marketing.Annual Salary Range: $140,000-$165,000 plus 15% annual bonus, with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match. Location: Chicago, IL or Remote (U.S).