Director of Client Engagement bei Veterinary Innovative Partners

Director of Client Engagement – Veterinary Innovative Partners (VIP)

📍 This is an in-office position based at our headquarters in Franklin, TN. 

Veterinary Innovative Partners (VIP) was founded by four veterinarians who shared a simple vision — to be the most caring place for pets, pet parents, and pet care providers. As a veterinarian-owned-and-operated family of boutique hospitals, our mission is clear: to provide our clients, their pets, and our Team Members with the kind of personalized care that is achieved and sustained through the right balance of centralized support and hospital-level autonomy.

Key Responsibilities 

Engagement Strategy & Execution

• Develop and implement data-driven strategies to strengthen client retention and optimize communications across the client journey.
• Translate strategy into actionable programs that deliver measurable results in loyalty, engagement, and lifetime client value.

Client Communications

• Design, test, and optimize client messaging that increases open and click-through rates, enhances engagement, and builds long-term loyalty.
• Oversee communication across multiple platforms including email, SMS, and app-based tools (e.g., Pet Desk).

Technology Utilization

• Leverage tools such as Qualtrics, Pet Desk, and appointment reminder systems to deliver seamless, personalized client experiences.
• Apply data analysis and AI-driven insights to enhance communication strategies and operational efficiency.

Client & Hospital Engagement

• Visit hospitals and engage directly with clients to gather insights and ensure strategies align with real-world needs.
• Collaborate with hospital teams to implement engagement best practices.

Performance Measurement

• Define and track KPIs related to client satisfaction, retention, and engagement.
• Prepare and present regular reports, turning insights into actionable improvements.

Knowledge, Skills, and Abilities 

• Deep understanding of veterinary client engagement, retention, and communication best practices.
• Proven expertise in developing creative and effective communication strategies.
• Strong knowledge of digital communication platforms (email, SMS, apps, reminders).
• Proficiency with Qualtrics, Pet Desk, and appointment reminder tools.
• Ability to analyze data, track KPIs, and apply insights to optimize strategy.
• Strong presentation and interpersonal skills with the confidence to engage directly with clients and hospital teams.
• Inspirational leadership style with experience fostering high-performing, collaborative teams.
• Excellent communication, organizational, and project management skills.
• Demonstrated VIP Core Values.

Requirements 

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 8+ years of progressive experience in client engagement within the veterinary industry.
• Travel Requirement: Approximately 25-30% -> Must be comfortable representing the organization in both client-facing and internal leadership settings.
• Proven success in client retention strategies, communication program development, and technology-enabled engagement.
• Experience leading teams and collaborating cross-functionally at both strategic and tactical levels.
• Experience identifying and leveraging the most effective communication channels (email, SMS, apps, reminders, etc.) to reach and retain existing clients.
• Advanced knowledge of Qualtrics, Pet Desk, and appointment reminder tools, with strong ability to interpret data and apply insights to strategy. Strong ability to leverage AI for best-in-class efficiencies.

Benefits:

Salary: $110,000-$120,000 to commensurate with experience

• Bonus Opportunity: Eligible for an annual performance-based bonus, determined 50% by individual contributions and 50% by overall company results
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Discounted healthcare for personal pets

Join us at VIP, where compassion, expertise, and genuine care meet to create a truly exceptional veterinary experience for all. Together, we are shaping the future of pet care, one paw at a time.