Job Description

Engagement Manager - BWK Country Club for Dogs

BWK Country Club for Dogs

is a premium dog boarding and daycare facility dedicated to exceptional care, thoughtful communication, and memorable experiences for both pets and their people. We believe every dog deserves a vacation -- and every pet parent deserves complete peace of mind.

We are seeking a

confident, organized, and people-focused Engagement Manager

to lead client experience, strengthen relationships, support team morale, and contribute to business growth.

Position Summary

The Engagement Manager is responsible for delivering an exceptional client experience -- both human and canine. This role focuses on building lasting relationships with pet owners, increasing client loyalty, supporting team morale, and driving growth through strong customer engagement, personalized service, and strategic upselling.

You will act as the bridge between our clients, their pets, and our team, ensuring consistency, professionalism, and high service standards across all touchpoints.

Key Responsibilities

Client Experience

Act as the primary point of contact for clients, ensuring a seamless, warm, and professional experience from first inquiry through pickup Handle client questions, concerns, and feedback with empathy, confidence, and solutions-focused communication Ensure all front-of-house interactions reflect BWK's service standards and brand values

Customer Engagement & Retention

Build long-term relationships with pet parents by establishing trust and consistent communication Provide updates and reassurance regarding pets' care and wellbeing Track client feedback and follow up to strengthen loyalty and repeat bookings

Sales & Upselling

Promote additional services such as grooming, premium boarding suites, enrichment activities, and memberships Identify upsell opportunities during check-ins, tours, phone calls, and online inquiries Educate clients on services that enhance their pet's stay while supporting business goals

Team Leadership & Morale

Support and motivate front-desk and kennel staff to maintain strong morale and teamwork Assist with training new hires on customer service standards and expectations Perform routine quality control checks to ensure consistent standards of practice Step in to resolve service-related concerns or escalations Collaborate with staff and management to improve systems and workflows

Social Media & Marketing Input

Provide ideas and content for social media, email newsletters, and monthly promotions that drive engagement and bookings Work collaboratively with

Social Media Manager

to ensure consistent customer engagement and brand messaging

Daily Operations Support

Oversee booking systems and reservation logistics Confirm vaccination records and client documentation Support smooth handoffs between front-desk and kennel staff to ensure operational efficiency Ensure consistent, quality pet care

Reporting & KPIs

Monitor key engagement metrics such as repeat bookings, membership sales, online reviews, and customer satisfaction scores Report regularly to management team and share relevant wins with the team to boost morale and accountability

Community Presence

Represent BWK at community events, partnerships with local veterinarians or businesses, and within the broader pet community

Requirements

Genuine passion for animals and high-quality care Strong people skills -- friendly, empathetic, confident, and persuasive Experience in customer service, hospitality, sales, or pet care (preferred) Excellent verbal and written communication skills Ability to work evenings, weekends, and peak holiday periods as needed Highly organized and able to manage multiple priorities in a fast-paced environment Familiarity with CRM or pet boarding software (Gingr, Kennel Connection, PawLoyalty -- an asset) Team-first mindset with a natural leadership presence

Compensation & Hours

Starting Wage:

$30.00 per hour

Minimum Hours:

32 hours per week. This includes paid on call time and paid time to manage staff if working from home. We understand the manager role can sometimes be all-encompassing. We want you to know we value your time and appreciate your efforts! Hourly pay increases based on overall performance Benefits can be discussed Opportunity for commission based incentives

Schedule Requirements

Fixed

4-week rotating schedule including weekends and holidays. On-call

expectations. 2 working weekends, 1 weekend on call. One weekend off per month - phones included. Check out of work, turn off your phone. This time is just for you!
As responsibilities grow and performance consistently meets or exceeds expectations, wage increases will be reviewed accordingly.

Why You'll Love Working at BWK

BWK Country Club for Dogs isn't just a place for dogs to stay -- it's a place where experiences are created. We are continuously growing, evolving, and dreaming up new ways to make every stay more enriching, more joyful, and more memorable for both pets and their people.

We're looking for a manager who doesn't just want a job -- but wants to

build something with us

. Someone who loves sharing ideas, gets excited about new programs and experiences, and wants to help shape what BWK becomes next.

At BWK, you will:

Work in a

premium, purpose-driven pet care environment

that truly values quality and connection Join a

supportive, professional, and collaborative team

that has each other's backs Make a

real impact

on pets' lives and the families who trust us with them Be encouraged to bring your

ideas, creativity, and leadership

to the table Grow with us through

expanded responsibility, leadership development, and career opportunities

If you love dogs, people, and building something meaningful -- you'll feel right at home here.

Job Types: Full-time, Permanent

Pay: From $30.00 per hour

Benefits:

Casual dress On-site parking
Work Location: In person