THIS POSITION IS 100% ON SITE AT HALF MOON BAY CALIFORNIA.

This role is not just about customer service; it’s about being the driving force behind our client relationships and business growth strategies for our dog focused business. The CSGM also plays a vital role in driving the business’s growth. This includes engaging in targeted marketing activities, continuously coaching the team in advanced customer service practices to bolster client retention, adeptly managing the new client pipeline, and pinpointing innovative strategies to elevate the client experience and drive new revenue. This role requires the ability to handle multiple tasks simultaneously and, in quieter moments, the initiative to embark on projects that bolster our preparedness and contribute to our business’s growth. We are seeking an individual who is not only dedicated to handling day-to-day responsibilities but is also ready to seize opportunities to lead and develop projects that propel our business forward.

REQUIREMENTS:

• Able to be onsite at our dog ranch at Half Moon Bay full-time.
• Comfortable with people and dogs.
• Adaptable flexible on short notice.
• Prior management experience.
• Exceptional communication and writing skills.
• Strategic thinking and business acumen for understanding and driving market growth.
• Innovative problem-solving skills.
• Project management experience.
• Detailed calendaring and organizational skills.
• Expertise in utilizing project management software, keeping all business activities up-to-date and readily accessible for the owner and team
• A strong affinity for technology tools and software, leveraging them to enhance productivity and growth.
• Comfortable and skilled in diverse communication formats including phone, email communications, texts, social media and blogs.
• Highly organized and professional.

QUALIFICATIONS:

• Degree in Marketing, Communications, Management or related.
• Over 5 years of experience in high-visibility customer service roles.
• Over 5 years of experience in management.
• At least 2 years in a supervisory role managing other employees.
• Outstanding communication skills, both written and verbal.
• A deep understanding of high-touch customer service concepts.
• Excellent follow-up skills, emphasizing prompt responses to client communications.

PREFERRED QUALIFICATIONS:

• Proven self-starter with experience in outside sales and marketing, particularly in private clubs, hospitality, or similar high-touch service environments.
• Demonstrated track record of effective remote work, exceptional self-discipline, and time management.
• Proficiency in using Canva to create both digital and print media.
• Demonstrated experience in event planning, highlighting the ability to organize and execute successful events.

• Internal team communication monitoring and support the Wrangler supervisors.
• Monitor and manage communications over Slack, Google Voice, and Time to Pet, as well as other software.
• Client scheduling requests and take marketing and sales calls, ensuring deal closure.
• Prepare and manage detailed lists and SOPs.
• Manage projects and clients, using Asana, Time to Pet, and other software.
• Primary point for customer service directly with clients, including photos, birthdays and other communications.
• Responsible for email campaigns and reminders.
• Create and manage social media content, including photos and content provided by Wranglers 2 or more times a day.
• Manage the vaccination records process.
• Manage the overnight pet sitting program, including scheduling, overnight trials, starts and stops.
• Onboarding new clients.
• Take new client meetings as directed.
• Fleet management and related tasks for our company vehicles.
• Purchasing and procurement.
• Crisis management and backup as needed for other roles.
• Dog and people safety and support.