Dogtopia is the leading dog daycare provider with more than 165 locations operating in 35 states of the USA and Canada, with another 250+ in the development pipeline to open. Dogtopia is proud of the service we deliver, with wellness at the core of our brand by delivering high quality daycare services. Our NPS often exceeds 90. As a commitment to our pet parents, Dogtopia is searching for an experienced and sales driven Customer Acquisition & Client Engagement Director responsible for developing and evolving the overall customer success strategy including customer acquisition, sales training, retention, frequency and loyalty. This is a dynamic role in a fun environment working with very engaged franchisees and super loyal pet parents as a customer base. The role will be based in our Phoenix, AZ Support Office.

Position Duties/Responsibilities:

  • Drive customer success outcomes, which includes working with the Marketing and Operations teams to increase leads, lead conversion, defining the customer journey and the barriers to entry, driving retention, and developing strategies to increase frequency.
  • Defining strategies to improve product adoption, customer loyalty and overall customer satisfaction, and driving greater advocacy and reference-ability
  • Define and optimize customer lifecycle by mapping customer journeys, developing listening points in the journey (e.g., usage, loyalty), standardizing interventions for each point in the journey, defining segmentation of customer base and varying strategies, and identifying opportunities for continuous improvement such a sales scripting and handling objections
  • Engage customers and subject matter experts to facilitate content that serves personalized customer journeys and will enable richer conversations, ultimately helping to accelerate the customers’ progression along the maturity curve
  • Design and deliver world class learning programs and courses that drive behavior change and increase performance and productivity across our organization
  • Design and deliver eLearning, webinar, workshops, and classroom-based delivery as needed
  • Work with the FP+A Team to evaluate business impact through metrics and analysis

Minimum Requirements:

  • Must have at least three years’ experience in a similar function in a high growth environment
  • Combination of technical and sales/customer success acumen
  • Bachelor’s degree
  • Experience in content creation, learning and design
  • Project Management expertise is a plus
  • LMS experience preferred, Litmos knowledge a plus
  • Understand the nuances and fast paced environment of a high growth company
  • Highly organized and able to prioritize work effectively
  • An aptitude for problem-solving and working cross-functionally with others
  • Driven, analytical, creative problem solver
  • High energy, engaging and inspiring personality
  • Highly Proficient in Microsoft Office Suite
  • Excellent verbal and written communication skills
  • Franchise experience a plus

Benefits:

  • 10 paid holidays
  • 5 PTO days
  • Medical
  • Dental
  • Vision
  • 401K employer contribution after one year of employment
  • 2 weeks’ vacation pay
  • Bonus Potential
  • $1,200 annual health and wellness cash benefit for gym membership or healthcare

DOGTOPIA-ISMS

We LOVE life unconditionally like a dog
We STAY loyal to our pack
We CHASE the absolute highest standards of safety
We PLAY to our full potential
We TREAT every day like it’s the most exciting day ever

Job Type: Full-time

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