Associate Store Manager

Job Description: Store Manager – Paws & Collars, Hyderabad

Department: Retail Operations
Reports to: Retail Head / Operations Manager
Location: Hyderabad
Role Type: Full-Time, On-Site

About Paws & Collars

Paws & Collars is a pet longevity and wellness–driven retail brand offering premium products, preventive care services, spa & grooming, hotel staycations, and personalized nutrition solutions. Our mission is to ensure Healthy Pets, Happy Family by providing trusted, science-backed care to every pet parent.

Role Overview

The Store Manager is responsible for driving smooth store operations, delivering exceptional customer experience, ensuring accurate billing and inventory management, and acting as a trusted advisor to pet parents. The role includes managing inbound and outbound communication, connecting customers to the right product or service within the Paws & Collars ecosystem, and leading the store team toward operational excellence.

Key Responsibilities

1. Store Operations Management

• Oversee day-to-day retail operations ensuring a clean, safe, and organized store environment.
• Ensure all SOPs for merchandising, hygiene, product display, pet safety, and customer handling are followed.
• Supervise grooming, spa, vet-care, and hotel check-ins/check-outs for smooth guest flow.
• Monitor stock levels, replenishment, expiry checks, and coordinate with central warehouse for orders.
• Maintain store infrastructure, equipment, and ensure timely maintenance.

2. Customer Experience & Advisory

• Greet and engage pet parents with warmth and empathy; understand their needs deeply.
• Act as a Pet Wellness Advisor, guiding customers to the right product, service, or solution across the Paws & Collars ecosystem (Nutrition, Retail, Spa, Vet, Café, Hotel).
• Provide species-appropriate and longevity-focused recommendations as per training protocols.
• Resolve customer issues promptly and professionally, ensuring high satisfaction.
• Maintain records of customer preferences, pet details, and service history.

3. Billing & Cash Management

• Manage POS operations, generate bills, process payments (cash, UPI, card, wallet).
• Ensure 100% accuracy in billing, discounts, offers, and membership/loyalty redemption.
• Maintain daily cash reports, submit EOD summaries, and coordinate with finance.

4. Inbound & Outbound Calling

• Handle customer inquiries regarding services, grooming appointments, hotel bookings, product availability, events, and offers.
• Conduct outbound follow-ups for:
• Appointment reminders
• Grooming & vet follow-ups
• Service feedback & NPS
• Lapsed customer reactivation
• Membership renewals and product subscription reminders
• Maintain call logs and update CRM systems regularly.

5. Team Leadership & Training

• Supervise and motivate retail associates, groomers, concierge staff, and coordinators.
• Conduct daily briefings, assign tasks, and ensure performance standards.
• Provide on-the-job training for customer interaction, advisory skills, and PNC ecosystem knowledge.
• Maintain staff discipline, grooming standards, and attendance.

6. Sales Target Achievement

• Drive monthly revenue targets across retail, grooming, vet services, hotel, subscriptions, and café.
• Track KPIs (AOV, conversion, product mix, service uptake).
• Plan and execute in-store promotions, activations, and seasonal campaigns.
• Upsell and cross-sell based on pet parent needs and wellness plans.

7. Reporting & Compliance

• Prepare daily/weekly/monthly reports for sales, footfall, service utilization, and customer feedback.
• Ensure compliance with company policies, safety standards, pet handling protocols, and statutory guidelines.
• Maintain accurate documentation for inventory, cash, incidents, and service records.

Skills & QualificationsMust-Have

• 3–6 years of retail management experience (pet industry preferred but not mandatory).
• Strong communication skills in English, Hindi, and Telugu.
• Customer-first mindset with empathy toward pets and pet parents.
• Experience in billing, POS systems, and CRM tools.
• Ability to multitask and manage fast-paced, service-heavy environments.
• Strong leadership and people management skills.

Preferred

• Experience in pet care, veterinary clinics, grooming centers, or hospitality.
• Knowledge of pet nutrition, wellness, and basic health indicators (training will be provided).
• Ability to drive sales targets and maintain operational discipline.

What We Offer

• Competitive salary + performance incentives
• In-depth training on pet wellness, customer experience, and advisory skills
• Opportunity to grow within a fast-scaling pet longevity brand
• Employee discounts on products and services
• A warm and pet-loving work environment

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Paid time off

Application Question(s):

• Do you love pets?
• How many years work experience you have in Pet Industry?

Education:

• Bachelor's (Preferred)

Experience:

• total work: 1 year (Required)

Language:

• English (Required)
• Hindi (Preferred)

Work Location: In person