Aftercare Manager

**Who Are We?**

Faithful Pet Memorial (FPM) is the first pet aquamation (or water-based cremation) service in the City of Toronto and is the primary aftercare provider for Midtown Mobile Veterinary Hospice Services (MMVHS), Toronto’s largest mobile vet practice focused exclusively on end-of-life care. FPM was established to provide MMVHS clients and pet parents across the GTA with an eco-friendly alternative to traditional flame-based cremation and burial. Families can rest assured that their beloved pets will remain in our care throughout the entire end-of-life process and will be treated with the same level of respect and dignity in death as in life.

**Role Description**:
**Primary Responsibilities include**:
People Management
- Managing a small team of 2 direct reports, with the potential for expansion as we grow, along with acting as a central point of contact and knowledge for a team of 20+ employees across FPM & MMVHS
- Involvement in recruiting, and leadership of onboarding and training new staff regarding aftercare processes/protocols (including both FPM & MMVHS employees)
- Ability to successfully have conversations with employees that may involve addressing performance concerns, team dynamics, workplace behaviours, and could be difficult conversations for both parties

Operations Management
- Maintaining accurate records of all pets within the aquamation centre (i.e. what stage of the process they are in) using our software and other tools in order to facilitate a safe, prompt and respectful return of their ashes/memorial items to their families (if applicable)
- Clearly communicating clients’ aftercare wishes for their pets to all relevant parties in a timely fashion, and ensuring their wishes are carried out flawlessly, with no room for error
- Managing facility operations including scheduling in-centre appointments such as viewing and visitations and deceased pet drop offs, as well as arranging deceased pet transfers to our facility from clients’ and/or MMVHS vets’ homes and prioritizing daily tasks
- Ensuring quality control for all urns, memorial items, packaging, etc. per client requests
- Invoicing retail clients and processing payments in a timely fashion
- Assisting with “back office” aquamation centre operations as needed (i.e. loading/unloading aquamation machines, creating memorial items, engraving urns, packaging, etc.)

Client Relations
- Planning and facilitating aftercare services and memorial item requests for grieving families and their deceased pets - including choice of aftercare (i.e. private vs. communal aquamation), memorial item/urn selections, viewing and visitation services, etc.
- Advising clients when their pets’ ashes/memorial items are ready for pick up and/or coordinating delivery as requested
- Providing emotional support to grieving pet parents who visit the aftercare centre to pick up their pets’ ashes/memorial items
- Ability to promptly address client concerns and find effective solutions to ensure complete satisfaction with our services

Facility Management
- Maintenance and general upkeep of the aftercare centre (inside and outside) and company vehicle
- Ensuring adequate inventory levels for all supplies required by aftercare centre and MMVHS vet operations (i.e. custom urns, cleaning products, packaging materials, etc) and placing orders with suppliers as needed

Leadership
- Actively participating in senior management meetings to set goals, priorities and plans for FPM
- Supporting business development efforts through planning for and attending industry events such as various pet expos, trade shows and festivals
- Actively look for ways to improve processes and communicate that to the senior management group
- Ability to work on team dynamics both within FPM and across business lines with MMVHS

**Qualifications**
- 2+ years experience in a management role with direct reports required
- Post-secondary education required
- Vet clinic/funeral service/aftercare industry experience an asset, but not required
- Experience working with deceased pets or humans an asset, but not required
- Valid Ontario G class driver’s license with at least 2 years of driving experience and a clean driving record
- Physical ability to lift and move deceased pets up to 50lbs (minimum)
- Able to communicate in an understanding, empathetic and sincere manner, along with a strong command of the English language (both verbal and written)
- Ability to maintain composure and professionalism in emotionally challenging situations
- Strong attention to detail and organizational skills
- Adherence to ethical standards and upholding the highest levels of integrity
- Ability to troubleshoot and problem solve quickly and independently

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- On-site parking
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- Monday to Friday

**Experience**:

- People management: 2 years (required