Manager - CRM & Demand Generation

Role Summary

Lead CRM and demand-generation initiatives to drive appointments, lead conversion, repeat business, and Pet Parent engagement. Manage preventive-care reminders, outbound calling, lead routing, lifecycle campaigns, retention, customer escalations, and performance reporting. Drive automation through Zoho CRM, chatbots, and AI voice solutions while ensuring accurate customer data, timely resolution, and measurable revenue contribution.

Key Responsibilities

• Drive appointment bookings through clinical reminders and follow-ups.
• Manage outbound calling, lead qualification, routing, and conversion.
• Execute CRM campaigns for retention, renewals, win-back, and cross-selling.
• Implement chatbot, AI calling, and automated customer journeys.
• Manage Pet Parent escalations, CAPA, NPS, and online reviews.
• Track team productivity, bookings, campaign revenue, costs, and ROI.
• Maintain CRM data quality, consent compliance, and system integrations.