Bond Vet is hiring

Client Experience and Retention Manager job at Bond Vet, New York

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Bond Vet is on a mission to strengthen the human-animal bond through better pet care. We’re focused on urgent care, so we’re there for pets when they need us most. Our clinics are designed with pets and people in mind: warm, friendly, and highly sniffable. We balance this design with a strong focus on technology, all built in-house, which means we can easily innovate our systems to improve the veterinary team, pet, and client experience.

Bond Vet is building the next generation of veterinary clinics from the ground up - and we’re looking for a talented Client Experience and Retention Manager to join our team.

The Client Experience and Retention Manager will be responsible for owning client experience and being the client voice at Bond. This is an exciting opportunity for someone looking to have a direct impact by building a new function at Bond while we continue to expand.

This role will operate as the client expert within Bond, maintaining a pulse on their needs and ensuring that every touchpoint across their journey is engaging. The goal of the role is to incorporate the client voice into company-wide programs and processes and drive high client satisfaction and loyalty.

What you’ll do:
  • Design, develop and implement client experience and retention programs at Bond
  • Own capturing and retaining current clients while also expanding our experience to capture new clients
  • Build and manage key retention process development, KPIs, and retention reporting
  • Collaborate with in-clinic and virtual management teams to evaluate areas of client dissatisfaction and develop recommendations
  • Manage client experiences across all clinic locations
  • Conduct competitive research and assess how to maximize our client retention strategy relative to competitors
  • Establish scalable plans to increase client satisfaction and retention and work with management teams to implement change

You Have:
  • 6+ years’ of experience working in client satisfaction or retention, preferably in a service-oriented business such as healthcare or retail
  • A demonstrated ability to increase client satisfaction and retention through program development and oversight
  • Experience driving retention research & design initiatives such as focus groups and client surveys
  • Experience and comfort leading cross-functional initiatives to drive client retention
  • Strong project management skills to meet deadlines and gain adoption
  • Experience maximizing current client capture while expanding offerings to capture new clients
  • Effective decision making and interpersonal skills; direct experience managing independent workstreams
  • Strong quantitative skills including financial modeling and analysis

We Offer:
  • Support for your physical and mental wellness: 100% covered health insurance, low cost dental & vision, free memberships to One Medical, KindBody, Teladoc and Talkspace
  • Time for you and loved ones: great PTO, fully paid parental leave, discounted Bond Vet services for pets
  • Dedication to your financial future: competitive pay, 401k match, commuter benefits
  • A place to grow: culture that is centered in learning and development, career pathing, mentorships, empowerment and trust

Our Values:

We’re obsessed with pets: The love we feel for animals drives us to do our best. We work with initiative, positivity and warmth to bridge the gap between human and pet, focusing on wellness to keep a better, stronger bond.

We work as a team: We’re knowledgeable, friendly, and passionate about a better veterinary experience. We jump at the opportunity to help one another and seek out opportunities to team up on tasks. We’re all in this together - our team, pet owners, and the animal - and our success as a team hinges on all of us doing our best.

We communicate clearly: We speak up, we do what we say, and we’re transparent and honest. We value clear, simple communication.

We work happy: We bring a happy, positive attitude to work because it impacts the energy in the office.

We’re empowered: We’re building a new kind of vet experience, and every team member is empowered to try new things and own their decision-making.

We’re looking for people who are not just team players, but also leaders. If you’ve made it this far, you’re probably looking for something different than what’s already out there. So were we. Let’s meet.

— Dr. Zay, Mo, Lukas, and the whole Bond Vet team

Bond Vet provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.

Job country: United States

City: New York

Category: Non-profit Organizations

Location: New York, NY, United States

Job posted 2022-05-22

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