Customer Experience & Retention Specialist

Hybrid Role | 12-Month Contract (with potential to become permanent)

Full-time, 40 hours per week

Ireland (Hybrid Working | Flexible On-Site Location)

Base salary €35,000 + performance-related bonus up to €5,000 (OTE €40,000)

A New Kind of Role – Built Around People, Pets and Balance

This is an exciting opportunity to step into a newly created, hybrid role designed to strengthen how we care for our clients and their pets while offering something many clinical and support professionals are looking for: flexibility, progression and a healthier work–life balance. The on-site element of this hybrid role will be based at a practice location that best aligns with the successful candidate’s home location, helping to keep travel practical and work–life balance front of mind.

We’re inviting experienced Veterinary Nurses and support staff from across the group to consider a move into a role that keeps you connected to clinical care, but without being full-time on the floor. If you’re passionate about client experience, communication and continuity of care (and you’re ready for a change) this could be the perfect next step.

The Purpose of the Role

As our Customer Experience & Retention Specialist, you’ll play a vital role in supporting pet owners throughout their journey with us. Your focus will be on proactive follow-up, meaningful communication and service recovery – ensuring clients feel informed, supported and confident to return for their pet’s ongoing care.

This role sits at the heart of the relationship between our practices and their clients, helping to improve retention, reduce missed care, and strengthen long-term trust.

What Your Week Will Look Like

You’ll work 40 hours per week, split between some days embedded in practice and other days working remotely from home. This balance allows you to stay connected to clinical teams and real practice workflows, while also enjoying the flexibility and focus that remote work brings.

Making a Real Impact on Client Care

A key part of your role will be reaching out to clients who are due or overdue for important care, such as vaccinations, parasite control, post-operative checks, chronic condition reviews, senior pet health checks and dental follow-ups. Through empathetic, clear and professional communication, you’ll help clients understand next steps and encourage continuity of treatment.

You’ll also manage post-visit follow-ups, review results with clients where appropriate, and act as a calm, solutions-focused point of contact when concerns or complaints arise. Your work will directly influence client confidence, satisfaction and long-term engagement with our practices.

Turning Insight Into Improvement

You’ll use practice systems and CRM tools to track interactions, identify trends and highlight opportunities for improvement. By monitoring retention rates, repeat appointment compliance and client feedback, you’ll help practices understand where changes can make the biggest difference and work collaboratively with teams to implement them.

This is a role where your judgement, organisation and communication skills genuinely matter.

Who This Role Will Suit

This opportunity is ideal for someone with experience in a veterinary, healthcare or client-facing environment who understands the emotional side of pet care and the importance of clear, compassionate communication.

You’ll be confident speaking with clients, including during sensitive conversations, and comfortable managing a high volume of follow-ups while staying organised and detail-focused. Experience with appointment booking, outbound calls, retention-focused work or clinical pathways is a strong advantage, but not essential.

Most importantly, you’ll be someone who cares deeply about doing things properly for clients, pets and teams alike.

Rewarding You for the Difference You Make

This role offers a base salary of €35,000, with a target-based bonus of up to €5,000 per annum, linked to clear KPIs around retention, repeat bookings, service recovery and client experience. Hitting targets brings your total annual earnings to €40,000, reflecting the value of the impact you’ll make.

The role is offered on a 12-month contract initially, with potential to become permanent based on performance and business need.

Why Consider This Move?

This is a rare opportunity to grow within the group, explore a different career path, and gain experience beyond traditional clinical or front-of-house roles all while staying connected to patient care and practice life.

If you’re looking for progression, flexibility, and a role where your communication skills can truly shine, we’d love to hear from you.

Internal applications are encouraged.

If this sounds like a role you’d like to explore, apply or reach out for a confidential conversation to learn more.

Closing date for applications is 1st March 2026

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€35,000 - €40,000 a year

Base salary €35,000 + performance-related bonus up to €5,000 (OTE €40,000)

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Customer Experience & Retention Specialist

Job Description