At Wag Hotels, we don't just offer pet care — we create unforgettable experiences for furry family members. As a fast-growing leader in pet hospitality, we blend operational excellence with a deep passion for dogs and cats. If you're looking to make an impact in a place that moves fast, values structure, and truly loves its four-legged guests, you've found your next home.Role SummaryWag Hotels serves a meaningful and growing base of loyal pet parents — and an opportunity to deepen that relationship at every touchpoint. Complementing our hotel teams, this role supports the relationship with pet parents: understanding their needs, priorities and issues, retaining them as clients, increasing how often they visit, encouraging them to try other services and empowering them as advocates who can refer their family, friends and colleagues to Wag. Based on a deep understanding of our pet parents' needs, this role also owns the messaging driving reservation conversion in all channels.The Senior Manager, Client Marketing will own the full client marketing process: from the moment a pet parent books their first stay through every communication, program, and partnership that helps to bring them back. This person will support lifecycle journeys using techniques including email and SMS, develop a refreshed loyalty program, support the Wag Partners (B2B) program, and drive the messaging that shapes our content including our website, app, hotel and client care center sales and retention processes.This is a high-visibility role with direct impact on retention, revenue, and the long-term relationship between Wag Hotels and the families we serve.What You Will OwnLifecycle Marketing & AutomationOwn all client-facing lifecycle communications (outside of the hotels) end to end across email and SMS: booking confirmations, pre-stay, post-stay, nurture, win-back, and milestone sequences.Build and manage behavioral trigger automations that move pet parents from first visit to long-term loyalty.Design onboarding flows for new clients and re-engagement flows for lapsed ones.Define segmentation logic and ensure the right message reaches the right client at the right moment, on the right channel.Partner with the Design Director for creative execution; own strategy, copy, and performance.Loyalty ProgramAssess the current limited program and develop a fresh approach.Define program structure, earn/redeem mechanics, tier-migration economics, and communication cadence.Evaluate platforms and tools in collaboration with marketing leadership and tech stakeholders.Build the operational workflow to make the program scalable and effortless for both clients and hotel teams.Reservation Operations ManagementCollaborate with the Reservation Operations Manager, who owns reservation channel conversion, pipeline recovery, cancellation reduction, and yield execution.Ensure reservation operations and lifecycle marketing are working from a single, coordinated view of the client journey.Own the Wag Partners program: veterinary clinics, rescues, trainers, and corporate/local partners.Build and manage the partner pipeline, onboarding process, and ongoing relationship cadence.Develop partner-facing materials and co-marketing programs that drive qualified referrals.Track partner program performance and report on net new partners and revenue contribution.Client Care Enablement & Sales AssetsDevelop the marketing collateral, messaging frameworks, and pitch assets that the Client Care team uses to upsell and cross-sell services (spa, packages, treats, enrichment, and cross-sell service categories).Create structured playbooks and talking points that enable hotel teams to have consistent, effective conversations with pet parents.Build and maintain a library of client‑facing assets that is current, organized, and easy to access.Copy & ContentOwn key messaging for web, app, social media and other sales assets.Promotional & Event CalendarOwn the calendar for client events, loyalty features and promotions to grow and strengthen our relationships with our clientsPartner with Pricing & Promotions on incrementality read‑outs for client‑facing campaigns.What Success Looks LikePet parents receive a connected, personalized communication experience across every stage of their relationship with Wag, including at hotels, on the phone, online, email and SMS.Improved retention, frequency, breadth of usage and the client experienceA refreshed loyalty programA sustainable Wag Partners program introduces clients to Wag through their employersRequired Skills & ExperienceExperience6–10+ years in lifecycle marketing, CRM, retention marketing, or a closely related client marketing role.Proven ability to build and manage effective multi‑channel client communications programs.Track record as a great manager and mentor.Track record increasing sales, retention and frequencyStrong verbal and written communications skills, including writing marketing copy.Comfortable working with both internal team members and external agency partners.Experience working with and across teams.High accountability and ownership mindset; builds systems, not just campaigns.EducationBachelor's degree required — Marketing, Business, Communications, or related field.Preferred ExperienceExperience supporting strong client relationships in a consumer‑facing service industry, ideally with significant care content and an emphasis on long‑term client relationships.Experience managing loyalty programs.Experience with B2B referral or channel partner programs.Familiarity with project management tools and email/SMS marketing platforms.Client empathy — understands what pet parents care about and writes and builds for them.People leadership — sets clear direction and holds a direct report accountable to outcomes.Exceptional organizational discipline and ability to manage competing priorities without losing detail.Strong written and verbal communication across internal teams and external partners.Comfortable operating with ambiguity and building structure where none exists.Collaborative and low‑ego — earns trust through reliability, not authority.Calm under pressure; thrives in a fast-moving, high‑accountability environment.About Wag HotelsWag Hotels began in 2005 when our founders couldn't find a place they felt good about leaving their own pets. What started as a personal search has grown into a trusted destination for dogs and cats across California, Colorado, Illinois, and Texas.We're dedicated to providing a safe, fun, enriching environment for pets and exceptional service for their parents. Our hotels offer climate‑controlled rooms, webcams, all‑day play, enrichment activities, grooming services, and 24/7 care from trained caregivers. Whether it's a vacation stay, daycare visit, spa appointment, or enrichment session, we make every day better for pets.#J-18808-Ljbffr