Dogtown is growing, and we are always looking out for potential candidates to run future stores. Being a general manager means wearing many hats and taking on a diverse set of responsibilities. The Dogtown general manager is truly the soul of our organization and runs their store like he or she owns it and shares in its success. Many of our general managers begin as daycare counselors or supervisors, learn the organization, and move up from there.
Initiative / Ownership
General Managers own the responsibility for the operation of a single store. From hiring, managing, and directing of employees, to achieving financial goals and ensuring the delivery of exceptional customer experiences, it is up to a General Manager to make sure their store is successful and runs smoothly. S/he takes ownership of his/her store seriously and runs it with charisma and command. Employees and customers know this person is the boss and s/he has an aura of being the one in charge. You are receiving a premium rate, so we expect you to be available and responsible for emergencies.
Leadership & Communication
Leadership is different than management. Leaders help themselves and others to do the right things. They set direction, help build an inspiring vision, and foster a positive workplace. Leadership is dynamic, exciting, and inspiring. Yet, while leaders are great at setting direction, they must also use management skills to guide their people to the right destination, in a smooth and efficient way. The General Manager's team trusts and believes in him/her and therefore in the business itself as well. The General Manager constantly works to develop and invest in strong customer relationships as well as in the success of every team member. Leaders are exceptional communicators, with the ability to communicate effectively with a variety of different personality types, while using professional discretion to know when to bend and when to stand his/her ground.
Customer Service
The General Manager takes complete responsibility for how the entire store executes on the business's customer service standards, such that the customers' experiences are consistently excellent. The result of this manager's customer service ability is outstanding performance in the areas of both customer retention and customer acquisition. This manager is fantastic with the customers. S/he is a strong problem solver, has a superior intuitive ability to empathize with customers and handle customer issues both in the day-to-day, as well as in critical situations. S/he takes customer service initiatives and training very seriously and enforces the business's high standard of customer service at all times. General Managers have an intuitive ability to balance the needs of the customer with the values of the business.
Decision-Making / Accuracy / Appropriate Risk-Taking
Decision-making is an integral part of the role of the General Manager. General Managers are expected to function as the primary decision-makers for their store, regularly making sound decisions while exercising appropriate levels of risk-taking. A decision is a course of action purposely chosen from a set of alternatives to achieve organizational or managerial objectives or goals. The decision-making process is a continuous and indispensable component of managing this organization and its business activities. A General Manager makes hundreds and hundreds of decisions either subconsciously or consciously and must do so with a strong sense of confidence.
Honesty & Ethics
At Dogtown, our team takes care of important members of our customers' families, their pets. It is vitally important that our team thinks through every action and decision, considering both policy and principle. Ethical soundness means going beyond merely following policy or obeying laws. Ethical managers are those who continuously practice conscientious behaviors and have a strong sense of right and wrong. Dogtown has zero tolerance for the abuse or neglect, of our customers' pets. General Managers at Dogtown must find ways to achieve financial goals while remaining committed to honesty, fairness, excellent work ethics, and the well-being of all customers, dogs, and employees alike.
Operations
How a store operates within established systems is reflected in how both the General Manager and the team execute tasks as designed. Dogtown's team is not just a group of replaceable employees, our employees are our "product." They are our brand. They are why customers come back time after time and they should be treated as the valuable assets they are. Taking care of customers means procuring, building, nurturing, taking care of, and showing appreciation for the members of our team so that they work harmoniously together to operate the business's systems with excellence, while simultaneously being the embodiment of the incredible service this business sells.
Financial Goals
All the hard work of a General Manager will be reflected in the "bottom line." Your goals will be stated in terms of operating profit. Operating profit goals are established yearly by directors of the company. It is the responsibility of the GM to develop methods, motivate the team, and regulate the progress toward goals. When your success exceeds minimum company goals, bonuses and other rewards may be awarded, based on financial successes as well as on the fitness of the General Manager within the company. So, while financial goals are important, being a true advocate for our brand is meaningful as well. It is the responsibility of the GM to control expenses and employee costs and follow and make sure the entire staff is following Dogtown Systems.
Qualifications
- Strong leadership and management skills, with experience in team supervision and staff development
- Excellent customer service skills and ability to handle customer inquiries and complaints professionally
- Business development and strategic planning capabilities
- Financial management and budgeting skills
- Ability to implement marketing strategies and campaigns
- Excellent written and verbal communication skills
- Experience in the pet care industry or a related field is a plus