Strategic Priorities:
Customer Delight & Experience Excellence
Operational & Booking Efficiency
Client Relationship Management
Team Engagement, Training & Capability Building
Retail & Service Profitability
Shrinkage & Stock Loss Control
Regulatory Compliance & Inspection Readiness
Community & Brand Building
Compliance & Process Adherence
Key stakeholders
- Pets & Pet Parents
- Groomers
- Pet Trainers
- Vets and Behaviourists
- Corporates
- Vendors and Suppliers
Internal
- Training Team (Experience Centre)
- Store Team
- Services Team
- Products Team
- Cross Functional Teams at Corporate Office
Role directly reports to -
Positions that report into this role
1. Customer Care Executive
2. Vets at Experience Centre (Dotted reporting in case of Junior vets)
3. Groomers & Helpers
4. Pet Trainer & Handlers
Essential Qualifications
Required - Graduation (Preferably Hotel Management) Desired MBA/Post-Graduation (In Retail/Operations)
Essential Experience
6-8 years in Hospitality/QSRs/Retail
Functional Competencies
Hospitality, Customer Engagement, Customer Service, Negotiation, Communication, Active Listening Skills, Product and Services Knowledge, Sales, People Development, Process Centricity, MS Excel (Intermediate), MS PowerPoint, P&L, Business Acumen
Cosmo Competencies
- Personal Impact
- Analytical Thinking
- Drive for Entrepreneurship
- Effective Communication
- People Impact
- Collaboration for Success
- Developing Self & Others
- Accountability of Self & Others
- Business Impact
- Managing Change & Innovation
- Sustainable Customer Focus
Key Responsibilities:
Customer Service & Experience Management
- Lead the Experience Centre to consistently deliver premium customer service across all touchpoints - retail, grooming, vet care.
- Personally handle escalated service issues with empathy and resolution-focused communication.
- Monitor customer satisfaction scores and execute improvement action plans.
Appointment
&
Booking
Management
- Oversee end-to - end booking processes for grooming and vet services - from online and walk - in scheduling to confirmations, rescheduling, and cancellations.
- Ensure optimal allocation of groomer/vet slots to minimize idle time and waiting periods.
- Track daily service bookings against capacity and initiate targeted campaigns to fill open slots.
Client
Relationship
Management
- Maintain updated customer profiles in the CRM, including pet details, visit history, and preferences.
- Proactively engage customers through personalized reminders (grooming/vet due dates, vaccination alerts, birthday greetings, product refill reminders).
- Build loyalty programs and follow - up mechanisms to drive repeat visits.
Retail
&
Service
Sales
Management
- Ensure achievement of monthly product and service sales targets through upselling, bundling offers, and private - label product promotion.
- Track category - wise sales performance, manage planograms, and coordinate merchandising to boost conversion rates.
- Identify sales promotion opportunities based on customer needs and seasonal trends.
Team
Leadership,
Training
&
Engagement
- Maintain full staffing levels,effective rosters, and skill balance between front -of-house, grooming, and vet support staff.
- Develop and execute ongoing staff training programs covering customer service, booking management, upselling, product knowledge, safety, and pet handling.
- Conduct daily briefings, weekly performance huddles, and quarterly reviews to ensure alignment with business goals.
- Drive employee engagement through recognition programs, team -building activities,and open feedback forums to foster a positive work environment and reduce attrition.
Operational
Excellence,
Shrinkage
&
SOP
Compliance
- Ensure smooth daily operations with zero service disruptions.
- Maintain shrinkage at or below 1.5% of total net sales by implementing FIFO for inventory movement, verifying inward/outward stock, conducting periodic stock counts, and reviewing CCTV footage regularly.
- Monitor adherence to hygiene, safety, and pet handling standards in grooming and vet care areas.
- Coordinate with supply chain teams to maintain optimal stock levels of retail products and grooming/vet consumables.
- PGC, Consumption & Vet Buddy Cart Billing.
Regulatory
Compliance
&
Inspection
Management
- Ensure availability and validity of all required licenses -including Shops & Establishment, Trade, Bio Medical Waste Management, PNDT, and X -Ray (AERB).
- Proactively track renewal timelines, update relevant SPOCs, and coordinate with the Legal and HR Departments for documentation and submissions.
- Act as the on-ground leads for official visits or inspections, ensuring preparedness and compliance in liaison with the Area Manager, Legal, and HR.
Community Engagement & Marketing .
- Plan and execute in-Centre events, adoption drives, pet birthday celebrations, and workshops.
- Collaborate with marketing teams for local campaigns and evaluate ROI of events in terms of customer acquisition and retention.
Report & Business Performance
Analyze and report on customer growth, service bookings, revenue, expenses, shrinkage, compliance, and profitability.- Use data insights to adjust staffing, inventory, and promotional strategies.
Repair and Maintenance:
- Ensure timely upkeep of store infrastructure, fixtures, and equipment, including grooming stations, HVAC, lighting, by coordinating with internal teams or external vendors.
- Monitor and report any maintenance issues proactively to avoid disruptions to store operations
- Oversee cleanliness, safety, and functionality of all customer-facing and back-end areas to maintain brand standards and a pet-friendly environment.
Additional Information:
Functional Training:
- Operational Training Customer Service Excellence Sales & Marketing Compliance & Safety
- Product Knowledge
Behavioral Training:
- Effective Communication Conflict Resolution & Problem Solving
- Customer-Centric Mindset Time Management & Prioritization
- Accountability & Integrity
Languages required:
Hindi/English
TOE/GET/
Age Limit:
25 Years - 32 Years
