PetScreening

Customer Support

• Regularly and confidently manage a large volume of inbound and outbound communication, via ZenDesk, with comprehensive knowledge, compassion, and efficiency
• Identify and address customer and client needs, with a goal of total satisfaction in the least amount of time
• Meet customer experience department targets, both individually and as a team
• Follow company and team guidelines and procedures for communications with minimal supervision, effectively taking ownership of your role
• Take the initiative to recommend improvements to company processes for efficiency, or share new ideas, leaving your paw-print on our growing company
• Provide cross-departmental support through special projects, as needed, with little impact on your existing duties in CX
• Set a positive example for all team members of commitment, customer experience activities, work ethics and habits, and positive personal character
• Respond quickly, professionally, and accurately to customer and client inquiries regarding a wide range of questions and concerns
• Engage with external customers and clients and internal team members in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships; including escalated conversations and situations
• Participate in special projects as reasonably required in your role
• Contribute towards and participate in plans for team activities/meetings to create a positive work environment
• Show leadership and take ownership of responsibilities in your role to help move the team forward, collectively

Customer Experience Representative

Email Marketing Manager

• Own the end to end email marketing strategy across the customer lifecycle
• Build and execute a structured testing roadmap focused on conversion rate, engagement, and revenue lift
• Develop quarterly and annual channel plans tied directly to pipeline and revenue targets
• Establish clear performance benchmarks and continuously raise the bar
• Strong writing and copy editing skills with the ability to craft audience specific messaging that aligns with brand voice and positioning
• Ensure all email creative and design elements consistently reflect established brand standards and tone
• Partner with Sales and Growth teams to develop and optimize nurture sequences, lifecycle workflows, and sales email scripts to support pipeline acceleration and conversion
• Serve as the in house HubSpot expert, including workflows, automation, lead scoring, segmentation, reporting, and integrations
• Build and manage segmentation models across lifecycle stage, persona, behavior, and engagement
• Implement dynamic personalization and behavior based automation
• Partner with RevOps and data teams to ensure accurate tracking and attribution
• Plan, build, deploy, and optimize high performing campaigns including nurture streams, product launches, event promotion, customer retention, and expansion
• Design and execute structured A/B testing across subject lines, messaging, creative, offers, timing, and audience segmentation
• Analyze performance data and implement rapid iteration cycles
• Own deliverability, list health, and compliance best practices
• Build executive ready reporting dashboards that clearly connect email activity to revenue impact
• Translate data into actionable insights and strategic recommendations
• Continuously identify opportunities to improve engagement, conversion rates, and lifecycle velocity
• Monitor channel health metrics including open rate trends, click through rate, conversion rate, unsubscribe rate, and revenue per send
• Partner with Growth, Sales, Customer Experience, Education, and Creative teams to ensure alignment across campaigns
• Coordinate landing page messaging and on site conversion paths with CMS stakeholders
• Support philanthropic and brand initiatives such as Down 4 Pets

Events

• Serve as a liaison between PetScreening and external conference organizer
• Plan and coordinate logistics for conferences and tradeshows where PetScreening is attending but not exhibiting
• Manage event registration, sponsorship submission and speaking engagement logistics, when applicable
• Track sponsorship deliverables (logo placement, digital listing, attendee lists and advertising materials)
• Create event briefs pertaining to assigned shows and manage internal prep documents
• Manage communication between Sales and Marketing teams to ensure sponsorship agreements and deliverables are executed accurately and on schedule.
• Oversee sponsorship budgets, timelines, and post-event reporting
• Update master calendar of all in-market commitments
• Research, negotiate and secure hotel accommodations for employees attending conferences, meetings and sponsored events.
• Arrange and/or approve travel for all events and conferences throughout the year (flights, accommodations and when applicable, ground transportation)
• Ensure travel arrangements comply with PetScreening policies and budget guidelines
• Maintain the centralized calendar for corporate travel, field events, and sponsorship commitments to ensure cross-team visibility.

Customer Experience Representative

Email Marketing Manager

Field Events & Travel Coordinator