Company is revolutionizing pet care with a comprehensive ecosystem designed to
meet every pet parent's needs. From online vet consultations with our team of highly
experienced in-house veterinarians to nationwide doorstep delivery of an extensive
assortment of pet supplies sourced from India and across the globe, we ensure
unparalleled convenience and care.
Taking the next step in our journey, Supertails has expanded into veterinary clinics
and grooming centers. This initiative directly addresses one of the largest challenges
faced by pet parentsaccess to reliable, high-quality healthcare and grooming
services for their furry companions.
we're not just delivering products; we're building trust, relationships,
and a healthier, happier life for pets and their parents.
The Centre Manager is responsible for end-to-end non-clinical operations of a
Supertails clinic and grooming center. This role ensures high standards of service
delivery, efficient center operations, strong revenue performance, and a delightful pet
parent experience. The role involves managing front-desk staff (PRMs), grooming
assistants, handlers, inventory, scheduling, and collaborating closely with the clinical
and business teams.
Key Responsibilities
Centre Operations & Experience
- Ensure smooth daily operations across clinic and grooming functions.
- Own patient flow, wait time, NPS, service delivery, and overall customer
experience.
- Maintain clean, pet-safe, and fear-free environments as per brand guidelines.
- Monitor real-time service delivery and patient flow.
- Resolve escalated client concerns with empathy and speed.
Team & Stakeholder Management
- Lead non-clinical staff: PRMs (Front Desk), Grooming Assistants, and
Handlers.
- Manage daily rosters, attendance, shift scheduling, and morale.
- Implement SOPs and drive compliance through regular audits.
- Collaborate with Vets, Groomers, and Clinical Leads to ensure seamless
delivery.
- Act as the coordination point for City Operations, Category, Process
Excellence, and Expansion teams.
- Motivate teams to upsell relevant offerings and deliver on experience goals.
Revenue & Performance Tracking
- Monitor and report daily revenue against targets across clinic and grooming.
- Support business and category teams in running offers, subscriptions, and
growth campaigns.
- Ensure accurate daily billing, POS usage, and cash reconciliation.
- Share on-ground insights to improve pricing, merchandising, and promotion
effectiveness.
Inventory & Infrastructure
- Maintain optimal stock levels of consumables, hygiene material, grooming
products, and clinical inventory.
- Conduct regular audits to prevent pilferage and expiry.
- Flag and follow up on infrastructure issues, repairs, and maintenance needs.
Compliance & Safety
- Ensure adherence to clinical, grooming, and hygiene protocols.
- Maintain necessary logs and documentation for audits and inspections.
- Oversee emergency preparedness, pet and team safety measures, and
first-aid readiness.
- Ensure regulatory and legal compliance across all services.
Required
Experience & Skills
- Pet parent (not owner)
- 36 years of experience in customer-facing operations, healthcare, hospitality,
or service businesses.
- Strong leadership, problem-solving, and people management skills.
- Excellent communication skills
- Proficient in budget oversight and resource planning
- Highly organized with attention to detail and comfort with technology tools.
Preferred
- Prior experience managing clinics, salons, or customer-facing retail/service
outlets.
- Familiarity with CRM or POS systems.
Skills: customer,teams,store,clinics,clinic,operations,revenue
