Regional Marketing Manager (RMM) - Shelter and Client Experience (CX) - Hybrid/Remote

About the Role

Key Responsibilities

• Develops and implements an integrated strategic communications plan to promote Thrive's 'A Healthy Homecoming' shelter outreach plan, advance brand identity, increase donor engagement and retention, broaden awareness of shelter programs, and increase organizational visibility across key stakeholder audiences.
• Enhances creative artwork and call to actions that scale across all locations.
• Writes press releases, works with media outlets, and coordinates media events in conjunction with the marketing team.
• Manages website content to ensure it is user-friendly, informative, and up to date.
• Creates and distributes email marketing campaigns, including newsletters and fundraising appeals.
• Monitors and tracks key metrics, making recommendations for improvement.
• Oversees contracts with legal and supply chain management.
• Assesses hospital needs, requests, and delivers appropriate support to achieve the best outcomes for teams and pet owners.
• Gathers and analyzes customer feedback through various channels to understand customer needs.
• Identifies pain points in customer interactions and develops strategies to improve customer experience.
• Collaborates with cross-functional teams to ensure alignment on CX initiatives.
• Tracks CX metrics such as NPS and 3R's to evaluate effectiveness.
• Identifies and optimizes customer touchpoints to create a seamless experience.
• Provides training and support to team members on customer service best practices.
• Builds and fosters positive customer relationships with personalized and empathetic support.
• Develops trust with hospital stakeholders and coaches leadership on marketing and CX strategies.
• Fosters collaboration among hospitals and supports hospital leadership with empathy.
• Collaborates with operations and marketing teams to assess hospital needs, capacity, and growth opportunities.
• Works with hospital leadership and vet relations to drive hospital growth.
• Creates new programs, develops local tactics, and manages hospital-specific projects.

Requirements

• 7+ years' experience in field, regional, and veterinary referral marketing.
• 3+ years' experience in shelter or client experience roles.
• Knowledge of key marketing and advertising principles.
• Strong analytical skills for evaluating attribution, funnel metrics, and campaign performance.
• Solution-oriented with troubleshooting abilities.
• Experience with project management.
• Organized, collaborative, self-starting, with strong written and verbal communication skills.
• Ability to analyze work for improvements and incorporate feedback.
• Ability to build and maintain relationships with key stakeholders based on trust.
• Knowledge of the veterinary industry is a plus.
• Strong commitment to animal welfare and proper treatment of animals.
• Bonus: being an animal lover.

Nice to Have

• Knowledge of veterinary industry.