Responsibilities

• Lifecycle Strategy & Customer Journey: Define and continuously refine the Digs customer journey, from first-time visitor through long-term loyalist, including key segments such as new pet parents, daycare regulars, seasonal boarders, lapsed customers, and high-value loyalists.
• Lifecycle Strategy & Customer Journey: Identify the critical moments in the lifecycle (first booking, first stay, post-stay, etc.) and design the marketing program around each
• Lifecycle Strategy & Customer Journey: Build a lifecycle measurement framework: activation rate, repeat booking rate, frequency, retention by cohort, LTV, and reactivation rate.
• CRM, Email, and Automation: Own the CRM roadmap, including platform strategy, segmentation model, and lifecycle automation across email, SMS, and push.
• CRM, Email, and Automation: Build and optimize core lifecycle flows: welcome and onboarding, first-stay prep, review and referral, birthday and milestone, and VIP/loyalty.
• Data & Analytics: Translate booking, CRM, and customer data into actional insights
• Data & Analytics: Define KPIs for every lifecycle program and report regularly on performance, incrementality, and contribution to revenue and retention.
• Community Engagement & Events: Work with marketing manager to tie programs back to lifecycle outcomes: new customer acquisition, second-visit conversion, lapsed customer reactivation, and WOM referral.
• Loyalty, Referral, & Reviews: Own our referral program and review generation engine as connected lifecycle levers, not standalone tactics.
• Loyalty, Referral, & Reviews: Use lifecycle triggers to ask for the right action from the right customer at the right moment

Requirements

• Education: Bachelor’s degree in marketing, business communications, or a related field
• 4-6 years of marketing experience, focus on lifecycle, CRM, or retention marketing required
• Strong analytical knowledge, comfortable in spreadsheets, can navigate a BI took (Looker, Tableau, etc.)
• Demonstrated experience designing and measuring lifecycle programs with clear results
• In-Person: Ability to be in-office 4 days per week at 2 North Riverside Plaza Suite 1950, Chicago IL 60606
• Travel: Minimal required
• Experience with community marketing, or local/multi-location marketing is a strong plus

Preferred

• Experience with community marketing, or local/multi-location marketing is a strong plus

Benefits

• Competitive salary and benefits package
• Opportunities for professional development and career development