Description
WE ARE PET PEOPLE!
Pet Paradise's full-service pet care destination is dedicated to giving pet parents access to all the premium care they need to give their furry family members the happiest, healthiest, longest life possible. The Pet Paradise brand has grown tooffer resort-style pet day camp and care, professional pet grooming, low-stress and high-quality veterinary care, and of course, overnight boarding that feels like home, all under one roof. Located in ten states with more than 60 locations in operation or under development and approximately 2,000 employees, Pet Paradise continues to expand in the United States.
We are currently searching for a CRM & Lifecycle Marketing Manager to join our collaborative Marketing Team at our San Marco headquarters in Jacksonville!
Working closely with the Chief Marketing Officer, the Director of Marketing Operations, and external partners, the CRM & Lifecycle Marketing Manager will be responsible for developing and executing Pet Paradise's customer retention and lifecycle marketing strategy, transforming customer data into measurable business growth.
PRIMARY RESPONSIBILITIES:
The CRM & Lifecycle Marketing Manager will design and optimize customer experiences across the entire customer journey, from profile creation through repeat visits, loyalty, referrals, and reactivation. This role combines strategy, campaign execution, analytics, and technology management to increase customer engagement, conversion, retention, frequency, and lifetime value.
CRM Platform Ownership
- Serve as primary administrator and power user of HubSpot.
- Build and maintain customer segments, lists, workflows, and automations.
- Manage forms, landing pages, campaign assets, and CRM integrations.
- Coordinate data quality, testing, troubleshooting, and platform optimization.
- Partner with internal and external technology resources to improve CRM capabilities.
Customer Journey Development
- Design, implement, and optimize lifecycle journeys including but not limited to Profile Created / No Reservation, Reservation Abandonment, First Reservation, First Stay, Repeat Customer, Loyalty Customers, Birthday Programs, Referral Programs. Dormant Customer Reactivation, Lapsed Customer Win-Back Campaigns
Email, SMS & Push Marketing
- Develop and execute customer-facing email campaigns.
- Build and optimize SMS marketing initiatives.
- Manage push notification strategy and execution.
- Create promotional, educational, and retention-focused campaigns.
- Execute testing strategies to improve engagement and conversion.
Loyalty & Referral Marketing
- Manage customer loyalty communications and retention programs.
- Develop and optimize referral marketing initiatives.
- Create promotional offers and customer incentive programs.
- Track adoption, participation, and revenue contribution.
- Recommend enhancements to increase customer lifetime value.
Customer Segmentation & Personalization
- Develop customer segmentation strategies based on behavior, service utilization, frequency, and lifecycle stage.
- Build personalized communications based on customer attributes and preferences.
- Support multi-pet and service-specific marketing strategies.
- Create targeted campaigns that improve customer engagement and relevance.
Campaign Reporting & Analytics
- Develop lifecycle marketing dashboards and reporting frameworks.
- Monitor campaign performance and key customer metrics.
- Analyze journey effectiveness and identify optimization opportunities.
- Measure revenue attribution and customer engagement.
- Present insights and recommendations to marketing leadership.
Conversion Rate Optimization
- Conduct A/B testing across emails, landing pages, offers, and customer journeys.
- Identify opportunities to improve reservation completion and customer engagement.
- Recommend process and communication improvements based on customer behavior and data.
Customer Data & Insights
- Monitor customer behavior trends and service utilization.
- Identify opportunities for retention, reactivation, and cross-sell growth.
- Partner with Operations to translate customer insights into business actions.
- Support customer journey mapping and lifecycle optimization initiatives.
- Strengthen and sustain a mission-driven workplace culture, while ensuring strong, compliant, and responsive human resources operations related to employee experience.
QUALIFICATIONS:
- Bachelor's degree in Marketing, Communications, Business, or related field.
- 5-8 years of progressive experience in CRM and lifecycle marketing.
- 3-5 years of prior CRM platform ownership; HubSpot is preferred.
- Experience with email, SMS, and marketing automation platforms.
- Demonstrated ability to design lifecycle strategies from acquisition through retention and reactivation.
- Strong analytical skills using CRM reporting tools, Excel, and BI dashboards.
- Prior experience in hospitality, retail, or another consumer-facing industry is a plus.
- Able to work on-site in an office environment at Pet Paradise HQ.
- Authorized to work in the US without sponsorship and ability to pass a criminal background check.
Check out our Perks & Benefits!
- Complimentary Pet Day Camp!
- 30 Days of Complimentary Pet Boarding (non-holidays)
- Discounted Veterinary Care and Grooming Services
- Paid Time Off
- 401(k) Savings Plan with Company Match
- Health (with company-funded HSA option), Dental and Vision Insurance
- On-demand Pay with DailyPay
- Dog/Cat Adoption Assistance and Pawternity Leave
- Fitness Reimbursement
- Community Perks Discounts
- Employee Assistance Program (EAP) with added mental health benefit
WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER. Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin.