Assistant Manager Summary: Responsible for overseeing the care and supervision of play groups, [...]

Job Description – General Manager Reports To: Owner Direct Reports: Manager and Shift Leads Indirect Reports: Team Leads, Canine Care Assistants/Enrichment Specialists, Groomers Summary: The General Manager will oversee the daily operations of Central Bark Broadview Heights, ensuring the facility meets performance, financial, and quality standards. This includes maintaining strong client relationships, driving revenue growth by 10% year-over-year, controlling operational costs by at least 5%, and ensuring all services meet strict quality standards. You will be responsible for a staff of approximately 20-25 employees, ensuring at least 90% of them meet their monthly performance targets. They will also be responsible for setting yearly and quarterly goals with the owner of the company. Essential Duties and Responsibilities: Customer Relations and Satisfaction Develop and maintain relationships with all customers, leading to a customer retention rate of at least 85% for daycare members. Record and follow up on all leads, aiming to convert 60% of new customer registrations into paying customers, following established procedures. Ensure customer complaints are addressed and resolved within 24 hours, aiming for a customer satisfaction rating of 4.7 stars on review platforms. Maintain a system for follow ups, lead reviews, and information requests so that all are addressed within 24 hours. Maintain detailed notes of conversations with customers and communications. Ensure policies and procedures are implemented at 100% effectiveness. Display a positive and supportive attitude in all customer interactions. Operations Management Increase revenue by 10% annually through local sales programs and corporate initiatives. Control operational costs, reducing unnecessary expenses by 5% annually. Monitor financial reports monthly and adjust operations to ensure profitability and a 20% profit margin goal. Ensure compliance with all local, state, and federal regulations, achieving 100% compliance during all inspections. Maintain facility cleanliness and safety, conducting weekly checks, and ensuring 100% compliance with checklists. Ensure the facility is stocked with supplies and re-order as necessary. Human Resources and Leadership Oversee the hiring and onboarding of new employees, aiming to reduce turnover by 10% and maintain at least a 90% employee retention rate over 12 months for non-seasonal employees. Handle payroll accurately on a biweekly basis and ensure labor costs remain within 45% of overall operational costs. Oversee that monthly check-ins with all employees are being done. Conduct biannual employee performance reviews and provide training that leads to a 90% completion rate on all required training modules. Ensure all handbook policies and procedures are being followed at 100% compliance rate and reviewed annually. Maintain levels training for 95% of staff through their designated completions dates. Ensure all employee conversations are documented and detailed accurately. Assisting managers in hiring and firing decisions. Display a positive and supportive attitude in all employee interactions. Financial Management Ensure the store meets its monthly financial targets and maintains a consistent cash flow, achieving a set overall profitability rate. Monitor and manage inventory levels, maintaining an 80% inventory turnover rate, and preventing stockouts. Ensuring monthly physical inventory counts are being done and reported. Canine Care and Facility Maintenance Oversee all canine care operations to maintain an injury incident rate of less than 1% per month. Coordinate external veterinary services as needed and ensure all dogs’ records are up to date, achieving 100% compliance with vaccinations. Administer first aid to dogs when necessary and ensure proper communication to pet parent. Other Other responsibilities as necessary Implementing policies and procedures as necessary in the system Being an advocate to employees, customers, and the public of our brand and system and building enthusiasm and buy-in among stakeholders Attend annual conferences and trade-shows as necessary for the Central Bark system Education and/or Experience: High school graduation/GED required. Preferred 2+ years of experience in a supervisory or management role, preferably in retail, customer service, or pet care. Previous experience in pet care or working with dogs is highly preferred. Demonstrated experience in fostering customer satisfaction and increasing customer retention rates. Skills and Attributes: Strong leadership skills with the ability to foster a positive and collaborative work environment. Ability to handle multiple tasks simultaneously and maintain a calm demeanor under pressure. Excellent organizational and time management skills, ensuring tasks are completed on time and to a high standard. Exceptional communication skills, both verbal and written, with the ability to engage and inspire employees and customers. Customer-focused mindset with a passion for delivering high-quality service and promoting the brand. Ability to effectively manage shift schedules, employee performance, and facility operations. Physical Requirements: Ability to lift a minimum of 50 pounds, including bags of dog food, crates, or dogs. Ability to stand, walk, and sit for long periods of time, as well as handle dogs on leashes and control them as needed. Must be able to perform in various weather conditions (hot, cold, rain). Health: Current on Tetanus vaccination and other state and federal health guidelines for working with animals. Computer Skills: Competent with Windows-based applications, including Microsoft Office (Word, Excel, Outlook). #J-18808-Ljbffr Central Bark