Job Description

NVA Pet Resorts is looking for an Email and Lifecycle Sr. Specialist to join the team!

About NVA

A leading global veterinary organization, National Veterinary Associates is comprised of two distinct businesses, Ethos Veterinary Health (“Ethos”), which will consist of 145 world-class specialty veterinary hospitals, and NVA, which oversees approximately 1,400 premier general practice veterinary hospitals in addition to equine hospitals and pet resorts.  Sharing a love of animals and the people who love them, NVA and Ethos are committed to deliver exceptional care to more patients and elevate the veterinary profession like we have done for more than 25 years.

About Pet Resorts and PetSuites

For over 20 years, NVA has been the leader of the pack in pet resorts, offering exceptional services for both dogs and cats. Our trusted team of professionals delivers memorable experiences with personalized service, making our resorts a loving and fun home away from home for pets. With 163 locations, including the leading brand PetSuites of America with over 80 locations nationwide, our services include boarding, daycare, training, and grooming, all featuring premium amenities such as large play yards, water features, and unique play structures.

Pet Resorts Marketing is a fully remote team that loves pets. This role is ideal for someone passionate about pets, eager to drive significant impact and work in a dynamic, supportive environment that values creativity, innovation, and professional growth.

Job Summary

We are seeking a results-driven Email, Lifecycle, and SMS Marketing Sr. Specialist to lead and scale our customer engagement efforts across direct messaging channels. This person will be responsible for building personalized, data-informed customer journeys that drive acquisition, retention, and loyalty. You will take ownership of our email and SMS marketing strategy—from campaign planning and content creation to analytics and optimization.

This is a high-impact role ideal for someone who thrives at the intersection of customer experience, marketing automation, and data.

Key Responsibilities

Lifecycle Strategy & Campaign Management

· Design, implement, and optimize end-to-end lifecycle marketing programs (i.e., onboarding, nurturing, re-engagement, post-purchase, win-back).

· Own the strategy and execution for email and SMS journeys as well as one-time campaigns and promotions.

· Build and maintain a content calendar for recurring messages, new service announcements, and seasonal marketing initiatives/campaigns.

· Identify and fill lifecycle gaps using data-driven insights, such as creating specific journeys for high-value customers, churn-risk users, or lapsed subscribers.

· Collaborate with teams to develop lifecycle triggers based on key user actions (i.e., bookings, cancellations, app usage) and manage automated programs for transactional messages (i.e., confirmations, reminders, feedback requests).

· Ensure SMS and email journeys work in tandem rather than in silos—coordinate message frequency, timing, and objectives across both channels, with resorts/Ops/RMM’s and ensuring alignment with broader marketing/campaign efforts.

· Experience in managing email campaigns across multiple brands, with a strong focus on versioning to tailor messaging by brand attributes, audience, offer, and lifecycle stage.

Segmentation & Personalization

· Create dynamic customer segments based on behavior, preferences, and engagement history.

· Develop personalized content and message variations that align with audience intent and lifecycle stage.

· Build complex, segments using behavioral triggers, geolocation, purchase history, and time since last engagement.

· Incorporate logic into messaging flows for both email and SMS to create adaptive journeys (i.e., “If user books within 48 hours, skip reminder email/SMS”).

· Dynamically tailor offers and push notifications in app based on local availability, past service types, loyalty tier, or service preferences.

Testing & Optimization

· Plan and execute A/B and multivariate tests to optimize subject lines, copy, timing, and creative.

· Monitor campaign performance and identify opportunities to improve key KPIs like open rates, click-through rates, conversions, and retention. Reporting on test results.

Tools & Technology

· Use marketing automation platforms (i.e., Braze, Iterable, Mailchimp, HubSpot, Salesforce) to build and deploy campaigns and manage audience data.

• Maintain and evolve tagging, UTMs, and campaign metadata standards to enable better tracking and reporting.
• Evaluate, onboard new platforms and explore AI integration for enhanced deliverability, scalability, personalization, or journey building.
• Integrate survey tools (i.e., Typeform, SurveyMonkey) or review platforms into email and SMS journeys for feedback collection and reputation building.
• Create reusable templates and modular blocks for both SMS and email to streamline workflow.
• Develop a strong understanding of the Gingr PIMS to extract necessary data and drive recommendations, in coordination with the IT team as needed.

Reporting & Analysis

· Analyze and report on campaign performance - Provide actionable insights based on engagement, deliverability, conversion, and ROI metrics.

· Ensure data integrity and tracking accuracy across platforms.

· Build a monthly insights dashboard for leadership, combining channel metrics, cohort-level engagement, and revenue impact.

· Analyze time-to-open, time-to-click, and unsubscribe patterns to guide message timing and content refinement.

· Compare performance by channel (email vs. SMS vs. combined journeys) to optimize channel mix for each customer stage.

· Track and report on list growth, opt-in sources, and quality of new subscribers (engagement vs. churn risk).

Compliance & Best Practices

· Ensure all communications are compliant with CAN-SPAM, GDPR, TCPA, and other regional regulations.

· Stay current with industry trends, evolving platform capabilities, and channel best practices.

· Regularly audit email and SMS sign-up flows to ensure clarity of opt-in language and legal disclosures.

· Establish opt-in frequency caps and segment suppression rules to prevent audience fatigue.

· Monitor spam complaint rates and maintain a high sender reputation.

Cross-Channel Alignment & Collaboration

· Work with the integrated, social, and digital teams to ensure cross-channel message consistency and timing.

· Develop internal briefs for cross-functional campaigns so email/SMS are fully aligned with promotions, etc.

· Coordinate with Ops teams for operational messages (i.e., service disruptions, last-minute rescheduling alerts) and DNA/insights to enable data-driven strategy by identifying key segments, optimizing performance, data pulls and reporting.

· Oversee the agency relationship, including day-to-day workflows, execution, and strategic direction. Continuously evaluate performance and business needs to guide future partnership decisions.

· Help define attribution and ROI models across channels to credit lifecycle marketing efforts accurately.

Qualifications

· Bachelor’s degree in marketing, Business Administration, or a related field.

· Proven experience 3–5+ years of hands-on experience in email, SMS, and lifecycle marketing. Experience in pet, service or hospitality industry preferred but not required.

· Strong understanding of customer journey mapping and retention strategies.

· Understanding of customer segmentation and personalization strategies.

· Strong analytical skills and experience using data to drive decisions.

· Excellent copywriting and communication skills.

· Experience with testing frameworks and campaign optimization

· Proficiency with marketing automation and CRM platforms (i.e., Braze, Iterable, Mailchimp, HubSpot, Salesforce).

· Familiarity with HTML/CSS for email formatting a plus.

• An ability to thrive and be accountable in a fast-paced, dynamic environment and manage multiple projects simultaneously to keep on top of detail and meet deadlines. Breaks down objectives into appropriate initiatives, actions, and milestones. Identifies where there are systems or process needs and takes steps to address.

· Collaborate with internal stakeholders such as operations, finance, resorts, field leadership and senior management to ensure cohesive and effective marketing strategies.

Compensation: The salary range for this position is $75,000 to $85,000 and based on applicable experience. 

Deadline to Apply: July 31, 2025

Job Tags

Similar Jobs