Senior Category Manager - Clinics

Senior Category Manager - Clinics

Bengaluru (on-site)

FULLTIME

Key Responsibilities:

1. New Customer Acquisition:

- Partner with the Digital Marketing team to acquire new pet parents into clinics through the right targeting, creative, and budget allocation across ad platforms.

- Work with the Retention team and Supertails' online/e-commerce growth teams to convert existing customers (pharmacy, online vet) into their first clinic visit.

2. Repeat & Retention:

- Build repeat and lapser strategies to drive retention.

- Partner with the Retention team on lifecycle journeys and comms (reminders, follow-ups, winback campaigns), and with Operations and Vet teams on service-experience initiatives that drive repeat visits.

3. Brand:

- Partner with the Brand team on online and offline branding initiatives that build trust and drive acquisition in each clinic's catchment area.

4. Inside Sales:

- Work with the Inside Sales team to track and improve lead-to-booking conversion and call quality.

- Ensure the team has the required context and offers to convert leads, including nurture activities for cold leads.

5. Cross-Functional Program & Stakeholder Management:

- Align Marketing, Retention, Brand, Operations, Vet, and Inside Sales teams around a single monthly walk-in and revenue target per clinic, running the review cadence needed to keep everyone on track.

- Own the analytics behind the category (cohorts, repeat, discount impact, clinic deep-dives) and represent clinic performance in leadership reviews.

Key Metrics Owned:

- Walk-ins and revenue, by clinic and in aggregate, across new-customer and repeat segments.

- Repeat rate by cohort and acquisition month, tracked against maturity-adjusted benchmarks.

- Lapser mix (active / near-lapse / lapsed) and winback recovery rate.

- Lead-to-booking and booking-to-walk-in conversion, owned jointly with Inside Sales.

- Cost per acquisition and discount mix, tracked jointly with Marketing and Finance.