Job Listing: Pet Parent Relationship Manager
Overview
We are seeking a highly motivated and results-driven Pet Parent Relationship Manager (PPRM) focused on rapid business expansion and superior client retention within our dog daycare, boarding, and spa services. The PPRM is crucial for driving strategic sales, stabilizing our existing customer base, and pushing our business back to previous high-water marks. This role offers lots of upside for growth.
Core Responsibilities
Strategic Sales & Revenue Growth
• Performance-Based Commission: Drive monthly gross revenue beyond the previous year's performance to qualify for substantial quarterly commission payouts. This structure rewards stabilizing existing customer loyalty and driving significant growth.
• Revenue Goals: Execute initiatives aimed at bringing gross revenue back to the levels achieved a few years prior. Successfully achieving these metrics is designed to create a compensation package north of $50,000.
• Lead Conversion: Convert lead calls to Meet & Greets and track the percentage of leads converted to sales.
• External Marketing & Outreach: Execute marketing strategies, including nurturing partnerships with realtors and leasing offices to drive referrals and expand reach. This may involve distributing marketing materials such as Resident Offer Postcards or Free Day of Daycare Referral Cards to partners.
• Meet & Greets/Tours: Schedule and conduct tours/Meet & Greets. The PPRM is recommended to be flexible and available to come to the facility to close new clients and secure commission. All dog candidates must pass an evaluation to ensure safety and comfort in an open-play environment.
• Web Inquiry Management: Manage web inquiries and respond to them as soon as possible, but within one business day.
• Drive Sales Initiatives: Be proactive and results-focused, constantly striving to up-sell services.
Advertising & Budget Management
• Budget Oversight: Manage an annual advertising budget of $10,000.
• Marketing Execution: Implement co-branded promotional materials or joint advertising campaigns in partnerships.
Client Relationship & Retention
• Client Retention Focus: Manage maintaining the current level of clients and focus on retention of and frequency of daycare visits. Consistent daycare attendance helps pets with socialization, exercise, and reducing destructive boredom behaviors.
• High-Traffic Interaction: Be present at the location to converse and meet with pet parents daily from 3:00 PM to 7:00 PM for pick-up times.
• Exceptional Customer Service: Practice the 3 Ss (smile, story, and satisfaction). Answer all questions, concerns, and complaints with urgency and care.
• Customer Experience Monitoring: Assist in increasing customer satisfaction ratings and strive for high customer review ratings.
Qualifications & Competencies
• Must love dogs.
• Proven Sales and Customer service experience is required.
• Strong customer service skills are essential.
• Must be Proactive- results focused, self-started, anticipator, quick thinker, emotionally intelligent, and a strong rapport builder.
• Ability to work flexible hours, including availability when needed for Meet & Greets.
• Ability to work cohesively with others in a fun, fast-paced environment.
• Facility is open 7 days a week. Facilities often maintain hours like Monday through Friday from 7:00 AM - 7:00 PM and Saturday/Sunday from 10:00 AM - 5:00 PM.
• Be knowledgeable on pricing and services.
• Demonstrate our company’s cultural philosophy, treating every day like "It’s the Most Exciting Day Ever!".
Compensation and Benefits
This role offers significant growth potential and a highly incentivized compensation structure:
• Fixed Hourly Wage: 10–15/hour will be paid for the required, fixed shifts (3:00 PM – 7:00 PM).
• Performance Compensation: All other necessary work time ("PPRM time") is integrated into overall salary/performance metrics, commissions, and bonuses.
• Commission Structure: 20% commission paid quarterly on the total gross revenue achieved above the previous year's gross revenue for that quarter.
• Long-Term Incentives: Participation in a Profit Sharing Trust and potential for eventual equity in the company.
Why the Quarterly Commission is Strategic:
Tying the 20% commission to quarterly revenue growth that surpasses the previous year's low performance incentivizes the Pet Parent Relationship Manager to adopt a holistic sales strategy, focusing equally on preventing existing clients from leaving (client retention) and aggressively acquiring new business (lead conversion). This structure rewards the sustained effort required to move the business out of its recent slump and back into a significant growth phase.