Manager, Adoptions and Visitor Experience

Position Summary:

The Manager of Adoptions and Visitor Experience at Calgary Humane Society provides leadership to the Adoptions and Store & Reception team while ensuring exceptional customer service, education, and animal welfare standards. This role collaborates with the leadership team to align departmental operations with the organization's mission, vision, and values of Compassion, Courage, Commitment, and Collaboration. The ideal candidate is a passionate leader who excels in fostering team development, building strong community relationships, and creating a welcoming and engaging environment for visitors.

Key Responsibilities:

1. Leadership and Team Management:
   • Recruit, hire, train, supervise, and evaluate the Adoptions & Store 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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 (a written competency assessment may be included as part of the interview process).
• 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.
• Successful candidate will be required to provide a criminal record check at their own expense to be arranged by CHS.
• Familiarity with animal welfare, adoption processes, or related fields is an asset.
• Proficiency in data management and reporting, including statistical analysis.
• 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.

Work Environment:

• Flexibility to work occasional overtime, attend events outside of regular schedule, and cover statutory holidays based on organizational needs.
• Comfortable in both office and shelter environments, including hands-on interaction with animals.

Physical Requirements:

• Handling, moving, lifting, and pulling equipment and animals up to 40 lbs.
• Repetitive motions of sitting, reaching, lifting, squatting, bending, pulling.

Annual Salary:

Commensurate with experience and education.

Benefits & Perks:

• 100% employer paid health and dental benefits for employees and their dependents.
• Annual Wellness Spending Account.
• Vision coverage.
• Paid vacation, flex days, sick time, wellness days, and paid day off on your birthday.
• Matching RSP.
• Personal and professional development opportunities.
• Discounts on CHS products and services, including adoption fees.
• Access to Employee and Family Assistance Program.
• Access to reduced rate counseling services.

Calgary Humane Society is committed to fostering a diverse and inclusive workplace. We encourage all qualified candidates to apply.

Closing date: Posting will remain open until a suitable candidate is found.