Reports To:
Owner
 
Direct Reports:
Assistant Managers
Concierge
Bathers
Groomers
Handlers
Pack Leaders
Night Owls
 
Status:
Exempt
 
As an Exempt Employee, hours worked are based on business needs and are subject to change. Minimum required hours are 45 per week. Must be available 24 hours a day, 7 days a week during peak holiday time.
 
Job Purpose:
The Store Manager works as a member of the management team to ensure store related activities are strategically aligned with overall business objectives. This is a visible position, which interacts with many levels of the organization across multiple functions as detailed below. The Store Manager provides support to ensure all Concierge, Bather, Groomer, Handler, Pack Leader, and Night Owl functions are actively managed.
 
Essential Duties and Responsibilities:
The following is a list of general job responsibilities for the Store Manager position. This list is not all-inclusive and may be amended to meet changing business needs. The Store Manager must:
  • Report to the owner; converse daily with, and act as liaison between crew and clients
  • Complete store operational requirements by scheduling and assigning employees; appraise job results and train employees as needed
  • Conduct candidate interviews for open positions as needed
  • Demonstrate leadership presence and knowledge of all aspects of business practices and enforce standard operating procedures
  • Be prepared to address all issues and emergencies within the store, vet calls included
  • Achieve financial objectives by scheduling expenditures, analyzing variances, and initiating corrective actions; manage labor and sales to meet company goals and ratios
  • Keep within deadlines and submit priorities to owner weekly
  • Approve all refunds and determine dogs that can no longer attend after consulting behavior with trainer; must keep owner informed
  • Identify customer requirements by establishing rapport with potential and current customers
  • Monitor merchandise inventory and order levels; partner with Retail Operations Manager for internal ordering processes, store IT needs, and maintenance
  • Count, review, and sign deposits, invoices and packing lists; open balances current (2 week max)
  • Protect employees and pooches by providing a safe and clean store environment
  • Maintain the stability and reputation of the store by complying with legal requirements
  • Develop and publish a weekly schedule; update all crew bulletins weekly or as needed
  • Perform store walk-throughs with owner and implement and maintain corrections
  • Be able to gain proficiency in Pet Exec (company software) to assist with management and administration of data
  • Assist with first time client feedback calls to ensure 48 hour turnaround time
  • Maintain a positive social media presence on Facebook and Instagram; update regularly
  • Organize employee anniversary/birthday cards; celebrate wins and learn from mistakes
 
Experience and Education:
  • College degree preferred but not required
  • 5+ years previous customer service experience
  • 3+ years previous supervision experience preferred
 
Required Skills and Abilities:
  • Customer service experience with a focus on client relationships
  • Strong analytical/problem solving/strategic planning skills
  • Strong interpersonal/verbal communication skills
  • Open availability and regular attendance – day, evening, weekend, and holiday availability
  • Computer literacy, ability to achieve familiarity with Pet Exec software system
  • Experience tracking budget expenses, awareness of department sales/goals and achievement
  • Staffing experience
  • Results-driven and solutions-oriented
  • Experience managing and leading a team of employees
  • Sense of urgency
  • Ability to multitask
  • Comfortable within close proximity to dogs
 
Preferred Qualities:
Ideally a successful candidate should have experience working with dogs, should lead by our Purpose & Core Values, inspire others through their professionalism and work integrity, respond creatively to “continuous change,” seek out information when in doubt, and participate in the building and maintaining of a positive and healthy work environment.
 
 
 
 
Our Purpose:
We are leaders, delivering peace of mind in a safe environment by caring for every dog as our own. 
 

Department: Management
This is a management position
This is a full time position

Visit Careers at Downtown Dog Lounge

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