About the Role
This is a strategic leadership position at the heart of Medivet’s digital evolution. You’ll own the end-to-end digital experience for pet owners across all touchpoints—from discovery and booking through to care and retention—building the sector’s leading digital offering. Working hybrid from Medivet’s Watford support centre (2-3 days per week), you’ll report to the Marketing Director and lead a dedicated Digital Experience team.
You’ll define how digital journeys seamlessly integrate with in-clinic experiences, ensuring customers and their pets get the best possible care journey. This role combines strategic vision with hands-on delivery: you’ll shape website strategy, lead search growth (including emerging AI/LLM optimization), own CRM and lifecycle journeys, and embed data-driven personalization across every platform.
Key Responsibilities
- Own and evolve the end-to-end digital customer experience strategy across Medivet’s digital channels
- Define seamless connections between digital journeys (booking, visit, follow-up) and physical clinic experiences
- Lead website strategy, UX, architecture and performance; drive the website optimization roadmap including CRO, UX testing, and personalization
- Partner with Technology to evolve the website CMS/DXP platform (Optimizely, headless capabilities, integrations)
- Develop and execute the search growth strategy across traditional SEO, Local SEO/Google Business, Generative Engine Optimization (GEO), and LLM visibility (ChatGPT, Perplexity, Google AI Overviews)
- Own CRM strategy, lifecycle journeys and communications execution
- Define and lead Medivet’s AI strategy across digital experience and CRM
- Embed data, personalization and performance measurement across all digital touchpoints
- Lead a test-and-learn agenda, embedding experimentation across website, CRM, booking journeys, content and personalization
- Lead and develop a high-performing digital experience team
- Work cross-functionally with Marketing, Analytics, Technology, and Operations teams
Requirements
- Senior digital leadership experience in multi-site, consumer-facing organizations
- Proven track record leading end-to-end digital transformation programmes, including operating model design, capability building and technology evolution
- Hands-on experience transforming website, CRM and customer journeys with measurable outcomes
- Experience applying AI and data-led decision-making to drive growth and personalization
- Comfortable operating at both strategic and hands-on delivery levels
- Experience leading CMS/DXP environments (Optimizely desirable)
- Strong understanding of Local SEO, Generative search optimization (GEO), AI search environments and LLM behaviour
- Deep expertise in CRM strategy, lifecycle journeys and communications marketing (Microsoft Dynamics desirable)
Benefits
- Salary: Up to £80,000 per annum
- Permanent, full-time position
- Hybrid working from Watford support centre (2-3 days per week)
About the Practice
Medivet is a nationwide veterinary community that puts care at the heart of everything it does. With multiple sites across the UK, the organization operates a collaborative, people-first culture where expertise is valued and work genuinely impacts both colleagues and the animals in their care. This role sits within a sector-leading digital transformation initiative, positioning the practice to define how pet owners experience veterinary services in the modern age.
