Associate Director, Customer Experience

Experiencing together a unique human adventure

Animal health is key to the health of the planet. Working at Virbac means taking part in a unique human adventure in which the engagement of each individual contributes to its evolution. Encouraging internal mobility between positions and countries, offering individual development plans and building a partnership based on trust between managers and employees are as many perspectives of motivation for our teams. We also offer them a work environment conducive to exploring new territories and balancing their professional and personal lives. Finally, fostering their engagement to animal health also means listening to them and helping them to acquire new skills, preparing them for the challenges of tomorrow and encouraging them to contribute to an ever more responsible approach to our business.  

Overview

We are seeking a highly motivated and skilled individual to join our team as the Associate Director, Customer Experience. This role is the architect of Virbac US customer-centric transformation and responsible for unifying fragmented customer touchpoints into a seamless journey that maximizes customer lifetime value (LTV).

Key Responsibilities

The primary duties of this role include, but are not limited to:

• Omnichannel ecosystem orchestration: Lead the vet endorsed omnichannel strategy, ensuring that online growth complements and strengthens our veterinary partnerships.

• Strategic Planning: Define the overarching vision and roadmap that aligns with broader Virbac US business goals, increases customer loyalty, and lifetime value.

• Data strategy & personalization: Act as the US business lead for the snowflake data unification project. Leverage 1P data and Salesforce Marketing Cloud to more predictive, species-based personalization.

• Strategic Programs: Responsible for key Virbac above brand programs including Vetcove partnership, eLearning platform, and iVet website.

• Multi-Channel Leadership: Oversees integrated campaigns including SEO, SEM, social media, and CRM.  Leverage data & analytics to optimize key programs.

• Collaborative mindset: Exceptional ability to navigate a matrix organization, fostering strong partnerships with Global HQ and various US functional leads

• Team leadership: Build and mentor a high-performing squad (Digital, CRM, Data analytics) focused on agile execution and data-driven decisions

Qualifications

Required

• Bachelor's degree from an accredited college or university

• 10+ years in Digital/Brand leadership, with a proven track record in B2B2C or CPG environments

• 3+ years of strategic people management with demonstrated ability to build, motivate, and guide high performing teams

• Proven ability to work directly with marketing and sales leadership to drive rapid change and clear decision-making

• Deep understanding of CRM automation (SFMC) and data transformation layers (Snowflake/CDP)

• Ability to influence stakeholders to transition from a traditional vet centric model to a modern omnichannel vet endorsed (and pet loved) strategy

• Ability to leverage market research and turn insights into impactful actions

• Direct experience managing multi-million dollar digital budgets with a focus on incremental ROI

• Excellent communication, and presentation skills with ability to influence others 

Preferred

• MBA degree from an accredited college or university

• Experience working in Animal Health and/or Consumer Products Goods (CPG) industry

• Strong background in a combination of digital and brand marketing

Working Conditions

This position is based at our US headquarters located in Westlake, Texas in