Global Pet Relocation Manager - PetRelocation

IMPORTANT! Tell us more about yourself in a cover letter and explain how your skills and experiences qualify you for this position. An application without a cover letter will not be processed. For the especially enthusiastic candidate who would like to set themselves apart, please highlight yourself through a short video! Links can be submitted in your cover letter.

Job Title: Global Pet Relocation Manager

Reports To: CEO

Supervises: N/A

Location: Remote, no travel required

Location Requirement: This position is fully remote; however, we are only able to consider candidates who are legally authorized to work in the United States at this time. Unfortunately, we are not equipped to provide international sponsorship or support for visas or work permits. Applicants must be currently residing in the U.S. and eligible for employment.

ABOUT US:

We've been helping pets move all over the world since 2004. Our passionate team is fully remote, working from various locations but united by a shared love for animals and problem-solving. We believe in fostering a collaborative and supportive remote work environment where every team member’s contribution is valued, and we take immense pride in what we do. Check out this short video to see why we love our jobs at PetRelocation.

PetRelocation provides management of full-service transportation services for pets around the globe. No move is too great nor animal too exotic for our team and our extensive international network. We handle everything from pre-export paperwork to international quarantine laws, from flight bookings to customs clearance.

There are many life circumstances that prompt customers to seek our services, including relocation for job opportunities, employment transfers, military assignments, retirement, and more.

ABOUT YOU:

Being an animal lover is a prerequisite, not a plus. We are seeking individuals who not only cherish their pets but are also dedicated to using their experience and passion to help our customers relocate the pets they love.

As a Global Pet Relocation Manager, you will be responsible for managing the end-to-end process of pet relocations for clients, including Relocation Management Companies, employers, and pet owners. Your primary focus will be on building value and winning business by connecting with clients, providing exceptional customer service, and ensuring successful pet relocations.

This role demands strong relationship management skills, effective communication, and excellent organizational abilities. You will work closely with internal team members and external service partners to coordinate logistics, comply with regulatory requirements, and deliver a seamless relocation experience. Adaptability, strong problem-solving skills, and a customer-centric approach are essential.

In this position, you will build trust by managing communication and expectations around our service offerings while coordinating with both internal service team members and external service partners. Your support will reinforce the purchase decision and value proposition, ensure customer satisfaction and retention, and deliver outstanding customer service.

The ideal candidate will excel in relationship management, effectively communicating complex topics with empathy and clarity. Proficiency in organization, prioritization, and problem-solving is crucial. A strong passion for working closely with global clients, pet owners, and service partners, along with a proactive and can-do attitude, is vital. Since the role operates with minimal supervision and requires independent judgment, you should be comfortable collaborating with a diverse range of individuals both within and outside the company. Adaptability to constant change and frequent ambiguity is essential, as the position will continuously evolve to align with the dynamic rules and regulations of the global mobility and logistics industry.

Expected Performance Outputs:

• Sales and Revenue Contribution: Consistently achieve or exceed quarterly sales and revenue contribution goals, driving the financial success of the company through effective client acquisition, relationship management, and successful pet relocations.

Essential duties and responsibilities:

Client Acquisition and Management

• Lead Qualification: Utilize multiple funnels and resources to identify and qualify potential clients.
• Sales Pipeline Management: Convert leads in Salesforce (SF) and maintain an organized opportunity pipeline.
• Client Consultation: Engage with clients to gather information, build value, and close sales.
• Record Keeping: Maintain accurate client records and communication history in SF.

Move Planning and Logistics

• Research and Compliance: Investigate and stay updated on travel requirements, logistical concerns, and regulations to ensure all relocations comply with international standards.
• Move Planning: Determine the safest and most comfortable move options for pets, ensuring all arrangements align with brand standards.
• Documentation and Verification: Request, review, and verify pet vaccination records and other required documents to facilitate smooth relocations.
• Service Partner Coordination: Reach out to global service partners to obtain accurate quotes, verify travel requirements, and secure necessary import/export permits.
• Client Consultation: Present the move plan to clients, counsel them on best practices for pet relocation, and provide guidance on sourcing travel crates and supplies while addressing any questions or concerns.

Book Services

• Service Partner Liaison: Collaborate with global service partners to verify vet records, schedule final vet visits, and obtain necessary import/export permits and government endorsements.
• Itinerary Coordination: Organize and finalize travel itineraries, including manifest cargo, flight bookings, and logistics with service partners.
• Client Communication: Confirm pet relocation needs with clients, providing detailed travel itineraries, tracking links, and important contacts.

Travel Oversight & Support

• Pre-Travel Guidance: Provide clients with tips and guidance for move day preparation.
• Main Point of Contact: Serve as the primary contact between service partners and clients throughout the relocation process.
• Journey Monitoring: Track the pet's journey to ensure all necessary steps and paperwork are completed, and address any issues that arise during travel.
• Final Delivery: Ensure the safe delivery of pets to their destination.

Relationship Management & Client Communication

• Rapport Building: Establish personal connections with clients to build rapport and trust.
• Timely Communication: Ensure prompt and professional communication with clients, external partners, and team members.
• Issue Resolution: Address client requests, concerns, and inquiries promptly and effectively to maintain satisfaction.
• Brand Representation: Uphold a friendly and positive demeanor while maintaining the brand voice in all communications.

Process Improvement and Collaboration:

• Process Enhancement: Actively identify opportunities for improving processes and share ideas for enhancing efficiency and client experience.
• Cross-Functional Collaboration: Work with cross-functional teams to build and refine procedures, ensuring they align with industry regulations like Live Animal Regulations (LAR) and the Animal Welfare Act (AWA).Actively participate in improving processes by sharing knowledge, ideas, and suggestions.

Required Background and Experience:

• Proficiency in Microsoft Office Suite.
• Prior experience with a customer relationship management (CRM) system.
• Excellent relationship management skills with a customer-solution focus.
• Strong organizational, planning, and prioritization abilities.
• Exceptional communication skills, both written and verbal.
• Ability to handle ambiguity, adapt to change, and work under minimal supervision.
• Proven problem-solving skills and ability to make appropriate recommendations.
• Strong attention to detail and information gathering abilities.
• Ability to exercise independent judgment and discretion while adhering to company policies.
• Demonstrated ability to build strong relationships with team members and external partners.

Preferred:

• Experience in the logistics, travel, or animal care industry.
• Prior experience building processes and procedures.
• Proficiency with Salesforce.
• Maintain professional and technical knowledge related to PetRelocation, mobility and pet travel industries (i.e. Live Animal Regulations (LAR) and Animal Welfare Act (AWA)).

Note:

• We are a global services company, so there will be occasions when pet owners and global service partners will require your assistance outside of standard office hours.

Diversity and Inclusion:

We believe that diversity of thought and experience strengthens our team and enhances our ability to serve our global clientele. We are committed to fostering an inclusive environment where all team members feel valued and empowered to contribute their unique perspectives.

PetRelocation Perks:

Work Life Balance

• Open paid time off from the start, with a recommendation to take around two weeks during the first year.
• Paid holidays including your birthday

Benefits

• Benefits (Medical, Dental, Vision) with company contribution
• Telemedicine Medical Visits
• Wellness Program with rewards
• Ability to Contribute to your 401k account
• Pet Insurance

Learning and Development

• Firsthand experience with international countries and cultures
• Independent workflow