Benefits:
- Bonus based on performance
- Competitive salary
- Employee discounts
- Free uniforms
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- Dental insurance
Job Description
Scenter Manager
Who We Are
Scenthound is not your everyday dog grooming shop. We are a revolutionary concept disrupting an outdated industry, focused on the dog’s overall health and wellness, not only haircuts! Our membership-based business model allows dogs to receive routine maintenance and consistent care. At Scenthound, we are a culture-driven, highly collaborative team that prioritizes dog and employee safety. Through our North Star and values, we inspire the dog-human connection by helping dog parents maintain clean, healthy dogs.
NORTH STAR
We enrich the connection between people and their dogs.
VALUES
Dog First. One Pack. Bring Love. Seek Growth. Make A Difference.
About the Position
We are seeking an experienced, confident, and proactive leader who knows how to manage people, oversee a fast-paced operation, and drive business results.
As a Scenter Manager, you are responsible for the daily operations, team performance, customer experience, and overall success of your location. This role requires more than the ability to supervise employees or assist with daily tasks. We need a leader who can see the big picture, anticipate challenges, make decisions, and keep the Scenter operating efficiently.
Our ideal candidate knows how to build a strong team, set clear expectations, hold employees accountable, and maintain a positive work environment. They understand how to balance staffing, appointment schedules, customer needs, and business goals without losing sight of the details.
We are looking for someone who manages the operation - not someone who simply reacts to it.
This is a hands-on leadership position, but your primary responsibility is to lead the team and manage the business. While you may occasionally need to step into an operational role to support your team, your greatest impact will come from your ability to organize, delegate, coach, and keep the entire Scenter running smoothly.
Previous dog care experience is helpful, but proven people management, operational leadership, and business performance experience are our top priorities.
Key Responsibilities
Team Leadership & Accountability
- Lead, coach, and develop employees to create a positive, productive, and accountable team environment.
- Establish clear expectations for employee performance, professionalism, attendance, teamwork, and service quality.
- Hold employees accountable through consistent communication, constructive feedback, coaching, and corrective action when necessary.
- Build strong relationships with employees while maintaining appropriate professional boundaries and leadership authority.
- Recruit, interview, hire, onboard, and train team members.
- Recognize employee strengths, identify development opportunities, and provide ongoing coaching to improve individual and team performance.
- Address employee concerns, performance issues, and interpersonal conflicts promptly, fairly, and professionally.
- Create a workplace where employees feel supported, respected, and motivated while understanding that performance standards are non-negotiable.
- Lead by example and consistently demonstrate Scenthound's core values.
Daily Operations & Appointment Flow
- Maintain active oversight of the entire Scenter throughout the day, ensuring appointments, employees, and services are running efficiently.
- Monitor appointment schedules, service progress, staffing levels, and workflow to anticipate and prevent operational delays.
- Coordinate team assignments, appointment priorities, and adjustments to workflow based on business needs and employee capabilities.
- Recognize when the team is falling behind and proactively adjust resources, responsibilities, or schedules to keep operations moving.
- Ensure customers receive timely, proactive communication regarding appointment expectations, service delays, and pickup times.
- Make confident decisions in fast-paced or high-pressure situations while remaining calm, organized, and solution-oriented.
- Know when to delegate, redirect employees, provide hands-on support, or escalate larger concerns to the Area Manager.
- Maintain a strong awareness of what is happening throughout the Scenter rather than becoming focused on only one task or department.
- Ensure dog safety, employee safety, cleanliness, and quality standards remain top priorities, even during busy periods.
- Uphold Scenthound's operational procedures, sanitary practices, and service standards.
Scheduling & Labor Management
- Build and maintain effective employee schedules based on appointment demand, team capabilities, business needs, and labor goals.
- Monitor daily and upcoming appointment schedules to ensure appropriate staffing and efficient use of available resources.
- Make proactive staffing and scheduling adjustments to address changes in demand, callouts, employee availability, and operational challenges.
- Balance productivity, labor efficiency, employee workload, and service quality.
- Identify scheduling inefficiencies and implement solutions that improve workflow and business performance.
- Manage labor costs while ensuring employees have the resources and support needed to perform successfully.
Sales, Financial Performance & Business Results
- Take ownership of achieving Scenter sales goals, membership growth, customer retention, and operational performance targets.
- Monitor and manage key performance indicators, including Labor Efficiency Ratio, Average Ticket Price, Rebook Ratio, membership sales, and other established business metrics.
- Understand performance reports, recognize trends, and identify opportunities for improvement.
- Coach employees on sales conversations, membership recommendations, customer education, and retention strategies.
- Ensure the team understands business goals and how their individual performance contributes to overall success.
- Monitor labor expenses and operational efficiency to support profitability.
- Develop and execute action plans when performance falls below expectations.
- Partner with the Area Manager to review results, address challenges, and implement strategies for continued improvement.
Customer Experience & Retention
- Create a welcoming, professional, and customer-focused environment.
- Ensure clients receive clear, accurate, and proactive communication throughout their dog's visit.
- Address customer concerns and complaints with professionalism, empathy, and a solution-oriented approach.
- Coach employees on effective communication, customer service, and relationship building.
- Promote dog hygiene health education and communicate the benefits of routine care.
- Support membership sales, customer retention, and long-term client relationships through consistent service and positive customer experiences.
- Identify recurring customer concerns or service challenges and take steps to prevent future issues.
Communication & Operational Ownership
- Make sound day-to-day operational decisions independently while recognizing when larger issues require Area Manager involvement.
- Maintain consistent, professional communication with the Area Manager regarding team performance, operational challenges, and business results.
- Take initiative to identify problems, implement solutions, and follow through on commitments.
- Prioritize responsibilities effectively while managing multiple competing demands.
- Demonstrate accountability for the performance of the Scenter and the team.
- Create an organized, consistent, and well-managed environment where employees know what is expected and customers can rely on quality service.
Required Qualifications
- Minimum 3 years of experience in a management role with direct responsibility for:
- Leading/coaching employees, addressing performance concerns, and maintaining team accountability.
- Proven ability to lead teams in a fast-paced, customer-facing business environment.
- Creating employee schedules, managing staffing levels, and monitoring labor efficiency.
- Coordinating daily operations, managing workflow, and adjusting priorities in response to changing business needs.
- Working toward sales, revenue, productivity, or other measurable business performance goals.
- Strong decision-making, problem-solving, and conflict-resolution skills.
- Ability to remain calm, organized, and effective under pressure.
- Strong communication skills with both employees and customers.
- Ability to balance employee support and development with consistent performance expectations.
- Comfortable using technology, scheduling software, and business performance reports.
- Ability to lift up to 50 pounds and stand for extended periods.
- Reliable transportation.
Preferred Qualifications
- Experience with membership sales, recurring-revenue business models, or customer retention programs.
- Previous experience working with dogs or other animals.
Who We Are Looking For
A leader who can manage people AND manage the business.
The right candidate will be:
• A strong people leader: You know how to earn your team's respect, build trust, set boundaries, and hold people accountable without creating a negative work environment.
• Proactive and aware: You stay engaged with what is happening throughout the business, recognize potential issues early, and take action before problems escalate.
• Organized and decisive: You can manage multiple priorities, coordinate employees, and make confident decisions in a busy environment.
• Business-minded: You understand that sales, labor, productivity, customer retention, and operational efficiency all contribute to a successful location.
• A clear communicator: You keep employees informed, set expectations, and ensure customers receive timely and accurate information.
• A coach, not just a supervisor: You develop employees, address challenges directly, and help your team improve.
• Accountable and dependable: You take ownership of results, follow through on commitments, and know when to ask for support.
• A hands-on leader with a big-picture mindset: You are willing to help your team when necessary, but you understand that your primary responsibility is to lead, organize, and manage the operation.
Compensation & Benefits
- Starting salary: $52,000 per year
- Performance-based bonus opportunities
- Paid vacation
- Retirement plan
- Employee discount
- Management training
- Merit-based pay increases
Job Type: Full-time
Work Location: One location, in person
Schedule: Day shifts, with weekend availability
