Overview Are you a passionate dog lover with a special affinity for dogs? We're seeking an energetic and dedicated Pet Experience Manager (Must Love Dogs) to create unforgettable experiences for our furry guests and their owners. In this role, you'll be the heart of our pet care environment, ensuring every dog feels safe, happy, and loved while maintaining a clean, organized, and engaging facility. If you thrive in a lively setting where animal care meets exceptional customer service, this is your chance to make a meaningful impact in the lives of pets and their families! This is not simply an administrative management position. The Pet Experience Manager is expected to be highly visible in the business—leading the team, engaging with dog parents, driving membership growth, developing local relationships, monitoring operational performance, and stepping into the operation when needed. The Pet Experience Manager owns both the customer experience and the business results. Success in this position requires a strong combination of: Operational leadership Sales and membership growth Customer relationship management Team leadership and development KPI accountability Dog and employee safety Sales & Membership Growth Drive new membership sales through education around dog health, hygiene, wellness, and routine care. Manage prospective customers from initial inquiry through first visit, enrollment, membership conversion, and follow-up. Respond to incoming leads promptly and consistently. Understand customer needs and confidently recommend appropriate company services and membership options. Promote current offers, introductory programs, membership opportunities, and appropriate add-on services. Follow up with prospective customers who have not yet converted. Identify opportunities to increase rebooking, membership participation, frequency of visits, and average customer spend. Create a strong sales culture in which the entire team understands their role in educating and serving dog parents. Operations Management Lead the day-to-day operations. Ensure appointments remain on schedule while maintaining quality and safety standards. Identify operational bottlenecks and immediately provide support where needed. Create efficient employee schedules based on customer demand, productivity, and labor requirements. Monitor staffing levels and adjust resources based on business needs. Ensure customer, membership, appointment, and operational information is entered accurately and timely into designated systems. Protect the safety of dogs, employees, and customers at all times. Team Leadership & Development Recruit, interview, hire, onboard, and retain talented team members. Build a positive, accountable, high-performing team. Provide ongoing leadership, coaching, mentorship, and development. Establish clear expectations and hold employees accountable to performance and service standards. Maintain a knowledgeable team that prioritizes dog wellness, customer service, and safety. Reinforce companies values and expected behaviors. Encourage teamwork, communication, accountability, and continuous improvement. Promptly communicate important information from ownership and leadership to the team. Who We Are Looking For We are looking for a confident, hands-on leader who operates with integrity, honesty, compassion, and accountability.

The ideal candidate:

Enjoys leading people and developing teams. Is comfortable selling and asking for the business. Can build relationships naturally with customers and community partners. Is motivated by measurable results. Takes ownership instead of waiting for direction. Can identify a problem and move quickly toward a solution. Handles difficult customer and employee conversations professionally. Can balance customer experience with business performance. Is organized and detail-oriented. Can work effectively in a fast-moving environment. Loves dogs and believes in companies health and wellness mission. Qualifications Previous management or leadership experience required. Customer service experience required; retail, hospitality, restaurant, membership, wellness, or service businesses preferred. Sales experience strongly preferred. Experience managing leads, memberships, recurring revenue, or customer relationships preferred. Strong verbal and written communication skills. Strong problem-solving and decision-making skills. Comfortable using technology, scheduling systems, CRM/customer databases, and business reporting tools. Ability to interpret performance data and use KPIs to manage the business. Reliable transportation. Ability to lift up to 70 pounds. Ability to stand for extended periods. Willingness to work in a smoke-free environment. Must love dogs. Compensation & Benefits The company offers a competitive compensation package designed to reward both leadership and business performance.

Compensation may include:

Competitive base salary Performance-based bonus opportunities Paid vacation Employee discounts and benefits Merit-based compensation increases Professional development and advancement opportunities

Pay:

$45,000.00 - $55,000.00 per year

Benefits:

Health insurance On-the-job training Paid time off Application Question(s): Ability to lift 70 pounds

Experience:

Leadership:

2 years (Required) Pet care: 2 years (Preferred) Customer service: 2 years (Required) CRM software: 2 years (Preferred) Communication skills: 2 years (Required)

Work Location:

In person