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Retail and Animal Care Supervisor

3 weeks ago

Calgary, Alberta, Canada Calgary Humane Society Full time

We are seeking an Adoptions and Visitor Experience Lead to join our team at Calgary Humane Society. This role is responsible for providing leadership to the Adoptions and Store & Reception team, ensuring exceptional customer service, education, and animal welfare standards.

The ideal candidate will have a minimum of two years' experience working in a retail environment providing exceptional customer care, as well as genuine concern for the welfare of animals. Professional or volunteer experience working with animals is a definite asset.

This position involves recruiting, hiring, training, supervising, and evaluating staff members, as well as facilitating training programs and providing coaching. The successful candidate will also lead weekly departmental team meetings and cultivate a culture of positivity, openness, and teamwork.

Key Responsibilities:
  • Leadership and Team Management:
    • Recruit, hire, train, supervise, and evaluate staff.
    • Facilitate training programs, provide coaching, and coordinate professional development opportunities.
    • Lead weekly departmental team meetings to ensure effective communication and collaboration.
    • Cultivate a culture of positivity, openness, and teamwork through active listening and supportive leadership.
  • Visitor Experience:
    • Act as an ambassador for Calgary Humane Society, providing exemplary customer service to all patrons.
    • Support adoption and store staff in delivering seamless and compassionate client experiences.
    • Manage and maintain the online booking system for adoption and store clients.
  • Volunteer and Donor Engagement:
    • Foster volunteer engagement by building and maintaining relationships, recognizing contributions, and supporting volunteer awards programs.
    • Build relationships with donors and participate in donor stewardship initiatives.
  • Operations and Planning:
    • Oversee daily departmental responsibilities, including adoptions and store appointments.
    • Plan and execute adoption events both on-site and remotely in collaboration with relevant departments.
    • Track adoption statistics, compile monthly reports, and support strategic initiatives to lower adoption barriers and promote responsible pet ownership.
    • Assist in the development and implementation of departmental manuals, processes, and policies.
  • Collaboration and Interdepartmental Relations:
    • Actively participate in cross-departmental meetings to promote teamwork and shared goals.
    • Support other teams when needed, including shelter animal care tasks such as feeding, cleaning, and enrichment.
    • Assist in the preparation, maintenance, and monitoring of the annual departmental budget.
  • Advocacy and Ambassadorship:
    • Represent Calgary Humane Society with external partners and stakeholders to foster community relationships.
    • Uphold and promote organizational values, setting a positive example for staff and volunteers.
  • Other Duties:
    • Perform other duties as assigned by the Director of Public Relations.
Qualifications and Skills:
  • Minimum high school diploma.
  • Minimum two years' experience working in a retail environment providing exceptional customer care.
  • Genuine concern for the welfare of animals.
  • Professional or volunteer experience working with animals is a definite asset.
  • Proven leadership experience, with a strong ability to inspire, motivate, and develop team members.
  • Exceptional interpersonal skills and a passion for creating positive visitor experiences.
  • Strong organizational and time management abilities.
  • Ability to work as part of a team or independently as required.
  • Intermediate knowledge of Office 360.
  • Ability to communicate effectively, both verbally and in writing.
  • Strong interpersonal skills and the ability to deal with a diverse range of people.
  • Excellent organizational skills and the ability to manage a wide range of tasks and competing priorities.
  • Able to safely and comfortably handle a variety of species including but not limited to: cats, dogs, rabbits, birds, reptiles, and rodents.
  • Flexibility to work overtime as required.
  • Strong problem-solving skills and a collaborative approach to team-building.