Corporate Services Manager (Customer Experience & Quality)

We are seeking a Corporate Services Manager (Customer Experience & Quality) to own and strengthen the corporate services and operational governance functions of a pet boarding facility. This role is responsible for customer experience systems, service quality, training governance, audits, inventory controls, emergency preparedness, and regulatory compliance, with people management responsibility.

A key objective of this role is to build scalable, well-documented operating systems that can be replicated for a new branch launch after six months of proven performance, including a specialised operating model for special-needs and geriatric pet boarding.

The role reports directly to the business owner and manages a small operations team.

Key Responsibilities

• Design and manage the end-to-end customer journey (enquiry, booking, check-in, stay updates, checkout, aftercare) with measurable service standards
• Develop, document, and enforce service SOPs including response-time SLAs, complaints handling, incident communication, refunds/credits, and review workflows
• Build and maintain customer and pet management systems (pet profiles, preferences, service history, feedback and recovery actions)
• Lead onboarding, refresher training, and coaching programmes; track service performance through QA checklists and audits
• Implement and govern booking and POS systems, including staff permissions, reporting dashboards, reconciliation processes, and customer communication templates

• Drive operational discipline and efficiency through structured task design, scheduling, and continuous improvement practices
• Establish and manage real-time inventory controls for consumables, cleaning supplies, enrichment items, PPE, and retail stock
• Design and run regular audit programmes (monthly/quarterly), including:

1. Inventory counts and shrinkage tracking
2. Training records and competency compliance
3. Finance process checks (cash handling, POS reconciliation, approvals)
4. Facility and animal welfare readiness checks

• Maintain regulatory compliance aligned with NParks / AVS requirements for pet boarding operations
• Ensure staff adherence to the Code of Animal Welfare (Pet Industry), including appropriate record-keeping and corrective actions
• Produce and implement an Emergency Operations Protocol Manual covering key-holder access, emergency contacts, evacuation procedures, and incident reporting

• Develop and implement a Special-Needs and Geriatric Boarding operating model, including intake screening, care plans, medication handling, mobility support, enrichment protocols, escalation to veterinary partners, and incident reporting.
• Standardise SOPs, training frameworks, and documentation to support operational readiness for a future second site

• Diploma or Degree in Business Administration, Hospitality Management, Operations Management, or a related field
• Minimum 2 years of relevant experience in operations, corporate services, customer experience, or service management roles
• Proven experience implementing at least two of the following:

1. Customer management / CRM systems
2. Service SOPs and quality frameworks
3. Booking systems or POS platforms
4. Inventory control systems
5. Audit or compliance processes

• Strong ability to lead change through training, SOP documentation, and standards enforcement
• Hands-on animal handling and welfare competency, including safe and ethical handling practices
• Working knowledge of animal welfare duty-of-care requirements under the AVS Code of Animal Welfare (Pet Industry)
• Ability and willingness to meet AVS licensing and mandatory pet welfare training requirements

Preference will be given to candidates who have:

1. Experience in pet boarding, daycare, veterinary, grooming, or animal care environments
2. Experience working with senior, special-needs, or medically
3. Experience in coordinated scheduling, documentation, and interdepartmental tasks
4. Training in hospitality operations, with a focus on service, communication, and guest experience.
5. Hands-on exposure to managing pets exposure to multi-site operations or supporting a new outlet launch.