Director of Client Engagement

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.

We’re seeking a high-impact leader to join our team as Director of Client Engagement. This role is ideal for someone who can think strategically while also thriving in tactical execution. You will partner directly with our EVP of Marketing to shape and deliver client engagement strategies that drive retention, reduce attrition, and maximize lifetime client value.

• 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.

• 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).

• 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.

• 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.

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

• 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.

• 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.

• 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,…