Assistant General Manager

Assistant General Manager

Department: Management

Reports to: VP of Operations

Effective Date: January 2025

FLSA Classification: Exempt

The Assistant General Manager of a PUPS Pet Club will drive revenues and profits by leading a team that provides appealing and high‐quality pet care services as well as exploring opportunities to add value to the business. The individual encourages team building, recognition and accomplishes company goals by utilizing entrepreneurial skills - accepting ownership for Club performance, pet and human safety, team engagement, and member satisfaction.

• Team Leadership and Managing Others
• Responsible for managing team, training, coaching, scheduling, and ensuring the integrity of the PUPS culture and work environment.
• Communicate regularly and effectively with team members; hold team meetings and one‑on‑one check‑ins; receive feedback on improving the level of service as well as team member satisfaction.
• Acknowledge team member accomplishments; conduct monthly award recognitions.
• Successfully coach and manage team member performance; participate in annual performance review and merit cycle; address performance concerns through proper coaching and corrective action processes.
• Ensure team adherence to all PUPS standards of conduct, work rules and policies, protocols and procedures, and safety standards.
• Financial Success Responsibility
• Maintain accurate inventory and cost controls; ensuring cost control without compromising quality;
• Meet store financial objectives by maintaining financial literacy, maintaining cost control, effective team member scheduling, and promoting cross sales and business to business partnerships within the Club and community.
• Attract members by developing and implementing marketing, advertising, public and community relations programs; evaluating program results; identifying and tracking changing demands.
• Ensure accurate financial transaction records through point of sale; maintain register, properly complete cash drops.
• Build and maintain brand competitive presence in the community; identify and evaluate local competitors; suggest sales and service initiatives to stand out above the competition and promote Club financial success.
• Commitment to Health and Safety
• Ensure humane treatment of all animals for all service offerings; enforce company pet sick care policies; adhere to PUPS standards of pet care and safety.
• Maintain safe, secure, and healthy facility environment by establishing, following, and enforcing sanitation standards and procedures; complying with health and legal regulations.
• Enforce company pet sick care policies.
• Maintain high standards of cleanliness at all times; ensure compliance with daily, weekly, and monthly cleaning tasks.
• Work with maintenance partners to fix any damaged equipment, furniture, or fixtures in a timely manner.
• Ensure that Club assets (people, pets, and property) are treated with respect and care; maintain Club security systems and key inventory.
• Commitment to Outstanding Member Services
• Be a brand champion; conduct yourself in a manner that is in the best interest of PUPS Pet Club, PUPS Members, and Club Team Members.
• Build effective relationships with customers and Members; encouraging team members to foster genuine and personal interaction with every Member.
• Encourage feedback and reviews, responding as appropriate; respond to and handle all customer and Member concerns or complaints.
• Oversee and approve service requests and transactions that may be out of the normal scope of work for the team.
• Promote PUPS presence in the community through outreach with local pet organizations, partnering with industry related businesses, establishing relationships with building owners and management companies.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Excellent interpersonal, team building, and customer service skills.
• Excellent problem‑solving,…