About Dogtopia
We’re Dogtopia, and we are a unique breed! We love and care for our Pet Parents’ pups like they are our own. A big part of our success is that we hire great people who love dogs, treat them exceptionally well, and reward them for their excellence. We provide you with industry-best training, equipping you with the skills to make every day the Most Exciting Day Ever for every dog in our care. This is why Dogtopia is the industry leader, winning customer-driven awards and recognition year after year.
We are also proud to be deeply invested in giving back to our communities through our Dogtopia Foundation’s Fetch It Forward initiatives, with a mission that Enables Dogs to Positively Change Our World.
The Role
As the Pet Parent Relationship Manager (PPRM), you are the face of Dogtopia of Downtown Orlando and the primary relationship owner for our pet parents. The primary responsibility of this position is to grow the number of Dogs in Daycare (D.I.D.). You will work cohesively with pet parents and team members to ensure our customer experience sets the highest standard of satisfaction while driving sales through a multi-channel lead strategy. You are fast-paced, target-driven, emotionally intelligent, and have a passion for persuasive selling and building lasting community relationships.
The Rules by Which We, as Dogtopians, Live By:
- We LOVE life unconditionally like a dog.
- We STAY loyal to our pack.
- We CHASE the absolute highest standards of safety.
- We PLAY to our fullest potential.
- We TREAT every day like It's the Most Exciting Day Ever!
What You Will Do For Us (Core Responsibilities)
Sales & Customer Acquisition
- Drive Growth: Proactively manage multi-channel lead generation efforts to convert inquiry calls and web leads into scheduled Meet & Greets.
- Close the Sale: Conduct walk-in and scheduled tours using Dogtopia’s custom 11-Stop Tour script, confidently addressing customer objections and converting prospects into committed daycare members.
- Onboarding Excellence: Direct the onboarding process for new families, assisting pet parents with new client forms, navigating pricing packages, and managing the First Week Dog retention program.
Customer Service & Experience
- Relationship Management: Actively foster a warm, welcoming Downtown Orlando Dogtopia community. Practice the 3 S’s (Smile, Story, and Satisfaction) during every pet parent interaction.
- Front Desk Support: Assist with customer check-in/check-out, appointment setups, and ensure all web and phone inquiries are responded to with urgency and care (within one business day).
- Feedback & Resolution: Answer parent questions and resolve concerns or complaints with immediate professionalism, always striving for top-tier customer review ratings.
Marketing & Community Engagement
- Lead Initiatives: Spearhead local grassroots marketing campaigns, build strategic partnerships with surrounding Downtown Orlando businesses, and organize in-store parent appreciation events.
- Activity Creation: Collaboratively create, schedule, and execute fun, themed daycare activities and social media campaigns on a weekly basis to drive excitement and visit frequency.
High-Level Measures of Success (KPIs)
- Percentage of inbound leads successfully converted to Meet & Greets.
- Percentage of Meet & Greets successfully converted to package/membership sales.
- Retention rates and increased weekly visit frequency of existing clients.
- Store customer satisfaction ratings and review scores.
What You Bring (Qualifications & Characteristics)
- Must LOVE dogs! (And their parents!)
- Proven sales, customer service, or business development experience with a track record of meeting or exceeding targets.
- Outgoing, energetic, and emotionally intelligent personality with a persuasive "selling" style.
- Highly organized multi-tasker and a proactive self-starter who thrives in a fast-paced environment.
- Excellent verbal, written, and active listening communication skills.
- Ability to work within a defined corporate structure, but think and act flexibly when needed.
- Flexibility to work shifts that may include weekends or evenings for marketing/community events.
What We Offer You
- Bring your dog to work! (Because work is better with a four-legged friend!)
- Competitive base pay plus performance-based sales bonuses/incentives.
- Comprehensive, industry-leading sales and marketing training provided by Dogtopia’s Support Office.
- Education in basic dog obedience, behavior, and formal certification programs.
- A fun, dynamic team culture where you can ENJOY your team, GROW your team, and PLAY to your fullest potential!
Work schedule
- 8 hour shift
- Weekend availability
- On call
- Holidays
Supplemental pay
- Commission pay
- Bonus pay
Benefits
- Flexible schedule
- Paid time off
- Health insurance
- Dental insurance
- Vision insurance
- Employee discount
- Paid training