Senior Manager, Customer Relationship Marketing

*
* Location:

** Chicago, IL or Remote (U.S).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, Clear Choice Dental Implant Centers, Well Now 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 s 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 Accountabilities
1. Execute the CRM Roadmap to Enable Engagement & Growth Lead 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 content
* Leveraging both outbound and in-product delivery, launch and optimize automated lifecycle journeys such as treatment reminders, no-show recovery, and referral programs
* Enable more personalized coordinated and targeted engagement across channels over time
2. Build and Deploy Campaigns that Drive Visits and Retention
* Own promotional strategy and execution for EC and NC campaigns
* Design, build, and deploy lifecycle programs and targeted promotions that increase repeat visits and lifetime value
* Track and optimize performance of campaigns against bookings, visits, and engagement metrics
3. Drive Existing Client Engagement & Visit Volume
* Own EC visit and revenue per visit targets supported by CRM programs
* Develop 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 outcomes
4. Partner Strategically to Deliver Business Outcomes
* Partner with the CMO and Product to define priorities, roadmap phases, and success metrics
* Work closely with Braze and external partners to maximize platform capabilities and speed of execution
* Contribute to developing internal best practices and scalable processes
5. Measure Performance, Reputation, and Optimize
* Link CRM KPIs to business outcomes including show rate, visit volume, plan renewals, revenue per visit, and treatment completion
* Track and report on client reputation and feedback using Birdeye and Qualtrics, identifying trends and opportunities to improve experience and retention
* Provide ongoing analysis, testing, and optimization recommendations
* Develop clear reporting on roadmap progress and campaign performance
6. Collaborate Cross-Functionally
* Integrate CRM initiatives with marketing channels, brand, product, and communications teams
* Manage multiple priorities while balancing strategic planning with hands-on execution
** Minimum

Education and Experience
***
* Education:

** Bachelor’s Degree required
*
* Experience:

** 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 Profile
** The 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 outcomes
* Experience building and deploying lifecycle and promotional campaigns end-to-end
* Strong analytical skills and comfort using test-and-learn methodologies
* Hands-on leader who can move fluidly between strategy and execution
* Experience working cross-functionally and with external partners
* Proven ability to manage immediate priorities while building longer-term capabilities
* Demonstrated 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 Matters
** This role is central to turning CRM into a true growth engine—improving retention, increasing visit…