Territory Manager

4 weeks ago


Chicago, Illinois, United States Windy City Paws, Chicago Full time
Chicago Pet Care Business Leader

Windy City Paws, a top-rated pet care service provider in Chicago, is seeking a Territory Manager to oversee a part of our pet care business in the city. As a Territory Manager, you will be responsible for managing a team of dog walkers and cat sitters, ensuring exceptional delivery of our pet care services, and fostering positive relationships with clients.


Key Responsibilities:


  • Manage a team of 25-35 dog walkers and cat sitters, and 1-2 Lead Walkers, within a designated territory.
  • Oversee the daily scheduling of dog walking and cat sitting services, optimizing routes and coordinating change requests.
  • Support dog walkers in the field with real-time responses, dispatching Lead Walkers to assist or personally assisting in the event of an emergency.
  • Manage emergency and planned time off for the field team.
  • Maintain a high level of client satisfaction by resolving complaints promptly and soliciting feedback for continuous improvement.
  • Prepare accurate and timely client invoices, ensuring smooth payment processing.

Team Development and Management:


  • Coordinate comprehensive training programs for new dog walkers, setting clear job expectations and cultivating a positive team culture.
  • Support Lead Walkers in their role by providing guidance, training, and addressing any issues that arise.
  • Foster staff retention and engagement through effective communication, addressing concerns, and promoting a positive work environment.
  • Conduct timely performance evaluations and provide constructive feedback to enhance team performance.
  • Manage human resources tasks such as recruitment, interviews, onboarding, and terminations.

Business Operations Support:


  • Provide rotational weekend/evening/holiday management coverage and fill in for other Territory Managers, as needed.
  • Assist with new client inquiries, qualifying leads, and coordinating introductory meetings with the appropriate field employee.
  • Work with the Operations Manager on special projects.
  • Review client billing and prepare the bimonthly payroll for field employees.

Metrics for Success:


  • Client Satisfaction and Growth:
    • Achieve high client retention rates by delivering exceptional pet care services and resolving client issues promptly.
    • Foster positive relationships with clients, resulting in increased customer loyalty and positive reviews.


  • Staff Engagement and Retention:
    • Maintain a motivated and engaged team by addressing concerns, promoting a positive work environment, and recognizing exceptional performance.
    • Minimize staff turnover and ensure high levels of job satisfaction among dog walkers, cat sitters, and Lead Walkers.


  • Operational Efficiency and Service Quality:
    • Optimize scheduling and routes to maximize efficiency, minimize travel time, and enhance service quality.
    • Ensure accurate and timely completion of administrative tasks, such as invoicing and documentation.
    • Implement process improvements to streamline operations and enhance overall business efficiency.



Ideal Qualifications:


  • Previous people management experience.
  • Professional and/or personal pet care experience.
  • Excellent communication skills both written and verbally.
  • Detail-oriented and a proactive approach.
  • Good understanding of the various Chicago neighborhoods.

Schedule:


  • Monday to Friday (8am-5pm): Option for flexible work scenarios.
  • On call: Weekend/evening/holiday rotation.

Benefits:


  • 401(k).
  • Employee discounts.
  • Health insurance.
  • Paid time off.

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