Boarding your dog with one of DogVacay’s vetted and insured hosts is a great experience that customers rave about, but there can be a high hurdle to trying a new website where you schedule and book a stay for your dog. To address this DogVacay is creating a new group dedicated to helping new users find the perfect host for their dog. It’s not “sales” as much as it is “concierge” services. DogVacay is looking for a driven Director of Concierge Services who will build and lead this group that will take inbound phone calls/emails/instant messages via website/inquiries and interact with new customers and play matchmaker between dog parents and hosts.
This is a full-time permanent position with highly competitive salary, generous medical benefits, and stock options.
The opportunity to work with a face-paced, entrepreneurial team changing the pet care industry.
Office centrally located 2 blocks from the beach in sunny Santa Monica.
Build and manage a fully dedicated “concierge” team to onboard new customers, process leads, and drive conversion.
Write and implement scripts and talking points at different stages along the customer acquisition/conversion funnel.
Develop and implement auditable processes for tracking customer touch-points (phone, email, IM) and purchase conversion.
Hire and train additional team members as the company scales.
Work with VP of Product, CEO and other business leaders to propose changes to the website to further improve the customer experience.
EXPERIENCE: 5+ years of sales and/or account management experience, preferably in a consultative consumer setting with proven leadership managing small teams in an entrepreneurial startup environment. (Consumer-facing/B2C experience highly preferred).
Proven experience in driving results and sales, growing revenues.
Exceptional decision-making, analytical and problem-solving skills to help identify and prioritize critical issues.
Must be able to work with cross-functional teams.
Passion to providing an exceptional customer service.
Expert understanding of workforce management with a metrics and analytics focus.
Prior experience creating and implementing processes and procedures.
Exceptional leader people manager and customer advocate with a strong service orientation.
Impeccable verbal, written and interpersonal communication skills coupled with empathetic people management skills.
Excellent attention to detail and able to effectively manage competing priorities.
A cost conscious, proactive problem solver who can maximize the resources of a start-up.
Strong awareness of the importance of brand and community relationships.
Passion to always providing an exceptional customer experience.
Able to thrive in a fast-paced, high-energy entrepreneurial environment.
A self-directed leader that knows what needs to be done and operates with a sense of urgency, discipline and focus.
Most importantly, a creative mind, positive attitude and a high level of ethics and integrity!
EDUCATION: BA/BS preferred or equivalent experience.