Sr. Director, Global Pet Owner Insights & Analytics - Mars Veterinary Health

Mars Veterinary Health • New York, NY

44d • $184,640 - $290,063 • Onsite

About The Position

As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership. This role requires associates to work out of a MVH North America hub location – | New York City, NY. Why This Role Matters: The Sr. Director, Global Pet Owner Insights & Analytics drives MVH’s global growth by unifying and elevating demand generation, retention, loyalty, analytics, and CRM into a single, enterprise-wide discipline. This role turns consumer, category, and competitive insights into clear segmentation, personas, and client journeys; develops data-driven strategies that translate those insights into actionable marketing initiatives; and directs marketing investments around high-impact value levers such as lifetime value, retention, and cross-sell. Working across channel, experience, digital, technology, data, and brand teams, this role designs and delivers modern, automated client engagement programs that accelerate sustainable, organic growth.

Requirements

• Bachelor’s degree in marketing, business administration, or a related field; Master’s degree or MBA preferred.
• 15+ years of progressive leadership experience in demand generation, CRM, client loyalty, marketing analytics, or lifecycle strategy within complex consumer services environments.
• Proven success building enterprise-level insights capabilities and applying data to drive segmentation, lifecycle marketing, and growth strategies.
• Demonstrated success leading enterprise-wide data, CRM and loyalty transformations, including building foundational infrastructure and standing up new capabilities across functions and geographies.
• Proven ability to design and scale test-and-learn programs that drive measurable improvements in client retention, engagement, and lifetime value.
• Deep understanding of client data platforms, CRM systems, marketing automation, and the integration of digital and operational workflows.
• Strong track record of collaboration with technology, operations, and regional teams to implement scalable solutions in matrixed organizations.
• Ability to work at a computer for long periods of time.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

Nice To Haves

• Master’s degree or MBA preferred.

Responsibilities

• Collect and analyze consumer, category, and competitive insights to define segmentation, personas, and client journeys.
• Develop and prioritize growth-driver strategies across key client value levers (demand, LTV, churn, retention, cross-sell) and translate insights into enterprise growth plans.
• Collaborate with channel, experience, and data teams to design and optimize client lifecycle programs that increase engagement and visit frequency.
• Align teams, tools, and measurement across banners to support a unified approach to efficient and effective client engagement.
• Lead CRM initiatives to transition non-clinical client interactions—such as appointment follow-ups, reminders, renewals, and plan communications—into CRM, contact center, and digital channels to improve consistency and reduce hospital team workload.
• Establish foundational insights and analytics capabilities, including CLV frameworks, standardized metrics, and test-and-learn infrastructure to guide decision-making and optimize impact.
• Partner with the MVH Chief Digital & Information Officer and Mars Petcare Data & Technology teams to implement a shared CRM and client data technology roadmap enabling scalable personalization, automation, and unified client experiences.
• Embed insights across Omnichannel Marketing, Clinical Network Marketing, CX, and banner Client Teams to inform campaign planning, measurement, and optimization.
• Oversee vendor relationships, budgets, and internal resources to ensure efficient, high-quality execution of demand, CRM, loyalty, and analytics programs.
• Serve as MVH’s enterprise expert on pet owner behaviors and market dynamics to inform brand positioning, product development, and marketing investment decisions.

Benefits

• Competitive salary with paid time off & holidays so you can spend time with the people you love.
• Medical, dental, and vision insurance for you and your loved ones.
• Fertility and family-building assistance.
• Paid Parental leave.
• Practice Paid Basic Life Insurance.
• Practice Paid Short- and Long-Term Disability.
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
• Commuter Benefits.
• Legal Plan.
• Health Savings Account & Flexible Spending Account.
• Mental health support and resources.
• Paid Volunteering.
• Optimum Wellness Plans® for up to three pets.
• Continuing Education allowance & MED hours for eligible positions.
• Student Debt Relief (for full-time DVMs).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Director