Dog Care & Customer Relations Manager

The Dog Care & Customer Relations Manager exudes our 3 core values every morning. #1 Safety, #2 Transparency, #3, Communication. This role is the front line between dog handling and safety and working directly with the customers who trust us with their fur-fam. This is a vital role in delivering exceptional service, ensuring the safety and well-being of our canine guests, and driving sales onsite and over the phone with all current and potential customers at The Dog Stop. This role reports directly to the Owner and their Assistant Manager.

WEEKEND & HOLIDAY WORK REQUIRED. All positions at The Dog Stop REQUIRE holiday and weekend work, we're open 365/ year. If you turn your nose up at that, or the smell of dogs being dogs, this role isn't for you.

Full-Time Candidates for this role will work Monday,Tuesday, Wednesday, Thursday, and Friday from 6:00am-12:30pm and Saturday 8:30am - 5:30pm or Sunday 8:30am-5:30pm. Expect about 32 hours weekly with this schedule. At $18/hr that's $576 Gross/ week $1152 biweekly (which is our schedule) or about $2304 monthly.

About The Dog Stop

At The Dog Stop, we are product and service experts with a love for dogs. We provide a luxury, all-inclusive experience for our four-legged guests, offering premier boarding, daycare, grooming, and a premium retail store. Our mission is simple: to deliver a safe, clean, and fun environment for dogs while giving their owners complete peace of mind.

Position Overview

As Dog Care & Customer Relations Manager you are the primary point of daily contact with our customers, The face of The Dog Stop and the ultimate champion of customer experience. This is a dynamic, high-energy combination role — working hands-on with dogs and directly with customers, blending handling, sales, and service.

You will oversee the daily operations of both our Front of House customer experience and Back of House dog care team, ensuring the highest standards of safety, cleanliness, service, and care. You will lead by example, actively working alongside your team while monitoring dog behavior, supporting pet parents, and maintaining a safe, welcoming, and positive environment for both dogs and employees.

This is a physically demanding, hands-on role. Candidates must be comfortable being on their feet and actively engaged in all aspects of dog care and facility operations. Expect racking up 10,000 steps a day and sleeping well at night.

You aren't just checking dogs in and out; you are actively engaging with pet parents, conducting facility tours, understanding their dog's unique needs, and building trusting, long-term relationships.

A core expectation of this role is the confident promotion of value-add services and upgrades. You will advocate for enhancements—such as specialized play sessions, gourmet treats, or soothing grooming treatments—that directly help keep our pups happy, healthy, and enriched during their stay.

Key Responsibilities

• Drive Revenue & Value-Add Sales: Actively listen to pet parents during check-in and phone inquiries to recommend customized service upgrades (e.g., cuddle time, puzzle toys, extra exercise, or exit baths) that promote the dog’s physical health and mental well-being.
• Customer Relationship Management: Provide a warm, enthusiastic welcome to every human and canine guest. Learn names, recall preferences, and deliver a seamless check-in/check-out process.
• Retail & Lobby Management: Maintain an immaculate, organized, and inviting front lobby. Actively upsell premium retail products, food, and supplements that align with our holistic approach to dog health.
• Oversee Back Of House Operations, including cleaning, feeding, and daily care routines
• Administrative Excellence: Accurately manage bookings, process payments, update vaccination records, and maintain detailed notes in our facility management software.

Qualifications & Skills

• Prior Experience: Minimum 4+ years of experience working in a dog daycare, boarding, or veterinary setting, with a strong understanding of the fast-paced nature of animal care facilities.
• Communication Excellence:Exceptionalverbal and writtencommunication skills. You are confident on the phone, warminperson, and persuasive without being pushy.
• Dog Lover & Advocate: A genuine passion for dogs and a strong desire to learn about canine behavior, health, and enrichment.
• Hands-On & Unfazed by Mess: You're not afraid to roll up your sleeves — accidents, mud, drool, and fur are just part of the job, and you handle cleanup with a good attitude.
• Operational Agility: Ability to multitask in a fast-paced environment while maintaining an upbeat, positive attitude.
• Tech-Savvy: Proficient with point-of-sale (POS) systems, customer databases, and standard office software.

What We Offer

• Competitive hourly wage plus performance-based sales incentives.
• Employee discounts on retail products and all dog services (daycare, boarding, grooming).
• A vibrant, team-oriented work environment filled with unconditional canine love.
• Clear pathways for professional growth and career advancement within the company.

We're growing across Chicagoland, and this location is right in the heart of it all !