Customer Operations & Store Manager

Job Description – Customer Operations & Store Manager

About Us:
Poochkoo is a growing pet care brand based in Indiranagar, Bengaluru, dedicated to offering high-quality, compassionate, and reliable services for pets. From grooming and
boarding to transportation and more, we strive to create joyful, stress-free experiences for pets and peace of mind for pet parents.
Job Summary:
We are looking for a proactive, empathetic, and responsible Customer Operations & Store Manager to manage both customer experience and day-to-day store operations. This role is ideal for someone who enjoys interacting with people, loves animals, and can take ownership of operations while driving customer engagement and business growth. You will act as the bridge between customers and the on-ground teams (caretakers, groomers, drivers), ensure smooth store functioning, and proactively handle sales engagement to grow revenue.
Key Responsibilities:
Act as the main point of contact for all customer interactions across phone, WhatsApp, email, and in person, ensuring quick and empathetic responses to queries, updates,
and concerns.
Manage customer bookings, service schedules, and daily coordination with caretakers, groomers, and drivers to ensure smooth operations.
Proactively follow up on leads, re-engage existing customers, and recommend relevant services to drive sales and improve customer experience.
Oversee daily store operations, including hygiene standards, pet safety, and compliance with operational procedures.
Manage staff schedules, attendance, supervision, and day-to-day coordination of the on-ground team.
Maintain accurate records of customers, services, and schedules.
Monitor inventory levels, ensure timely procurement of supplies, coordinate with vendors, and prevent stock shortages or wastage.
Handle on-ground issues professionally and coordinate with internal teams to resolve operational challenges.

Requirements:
Genuine love for animals and comfort in a pet-care environment.
Experience in customer service, sales, or operations; pet care experience is a plus.
Strong communication and organisational skills.
Ability to multitask and remain calm in a fast-paced environment.
Basic computer proficiency (Google Workspace and spreadsheets).
Willingness to take ownership and work hands-on in daily operations.
Compensation:
₹20,000 – ₹25,000 per month