Market Leader - Pet Resorts

Market Leader NVA Pet Resorts

Are you an experienced multi-unit leader who thrives on developing teams, improving operations, and driving business performance across multiple locations? NVA Pet Resorts is looking for a Market Leader to lead an assigned group of resorts, coach and develop General Managers, drive sales and profitability, and ensure consistent execution of high operating standards across the market.

NVA Pet Resorts is part of National Veterinary Associates (NVA), one of the largest owners and operators of veterinary hospitals and pet resorts in North America. For more than 20 years, NVA Pet Resorts has provided trusted pet-care services designed to create safe, loving, and engaging experiences for pets and their families.

Across more than 150 locations, our resorts provide services including boarding, daycare, training, and grooming. Our multi-brand portfolio includes PetSuites of America, with more than 75 locations nationwide, along with a collection of established local and regional pet resort brands. NVA Pet Resorts continues to grow through acquisitions, new resort development, and same-resort growth while remaining focused on exceptional pet care, memorable customer experiences, and strong local operations.

About the Role

The Market Leader is responsible for overall resort performance within an assigned area, generally consisting of 610 resorts depending on various factors.

The Market Leader leads all area resort operations and local marketing initiatives; recruits, develops, and coaches resort managers; and builds sales and profit while maintaining high operating standards. This leader is accountable for the success of the area by ensuring resorts operate in alignment with company guidelines, policies, and procedures.

Key Responsibilities

Market Operations

• Ensure excellent operations are consistently executed and achieved across the assigned area.
• Provide guidance and leadership to General Managers in the delivery of outstanding guest experience, resort operations, labor scheduling, inventory management, resort marketing, and resort profit and loss (P&L).
• Plan, identify, communicate, and delegate responsibilities throughout the area to ensure excellent operations are consistently achieved.
• Lead the designated area in the implementation of company initiatives by working with General Managers and the Regional Leader on action plans and timelines.
• Ensure the area follows company operational policies and procedures.
• Regularly review site operations with General Managers and related reports to identify problems, concerns, and opportunities for improvement and implement solutions.
• Follow up on execution, share ideas across different sites, and provide feedback and ideas to the Regional Leader on a regular basis.
• Participate in root-cause visits for Hot Spots and support action-plan creation.
• Drive General Manager ownership and execution of Hot Spot action plans.
• Own the transition of newly acquired or newly built resorts into the market.
• Perform other duties and projects as assigned.

Financial & Business Performance

• Manage the area P&L by tracking expenses against the annual budget, analyzing variances, and initiating corrective action.
• Ensure strategies to meet financial targets are created and executed by General Managers.
• Support General Managers with requests for capital expenses at the resort level.
• Collaborate with General Managers to generate area sales growth by developing strategic short- and long-term marketing plans, ensuring resorts consistently deliver a positive guest experience, and executing local resort marketing initiatives.
• Own the local marketing strategy and follow up on execution of corporate strategy.
• Assist General Managers with marketing ROI, decision-making, and marketing-plan expertise.

Team Leadership & Talent Development

• Lead the selection, development, and performance management of General Managers and subordinate managers.
• Provide coaching and feedback to resort managers and assess performance on an ongoing basis.
• Partner with General Managers to establish personal development goals that build their skills and abilities for career progression.
• Create a positive team environment by recognizing and reinforcing individual and resort accomplishments.
• Challenge and inspire resort management teams to achieve business results.
• Coach General Managers in team-member recruiting, development, performance management, and retention to ensure resorts are properly staffed, turnover goals are met, and succession planning is in place.
• Lead the area with integrity and knowledge that promotes the culture and beliefs of the company.
• Lead area succession planning by identifying talent internally and externally and developing that talent into resort leaders.

Qualifications

• Ability to achieve results through the leadership and management of others.
• Ability to lead through influence and effectively manage up to key leaders.
• Strong leadership skills with the ability to coach and mentor General Managers.
• Experience with delegation, holding others accountable, business planning, and communicating across a dispersed group of General Managers.
• Strong time-management skills.
• Demonstrated expertise in hiring, staffing, training, and the ongoing management of multi-site resort staff.
• Ability to effectively handle and manage confidential and sensitive information.
• Strong verbal communication and presentation skills.
• Demonstrated management of applicable resort regulatory areas, including employee safety, OSHA, wage and hour, immigration, and related areas.
• Ability to exercise independent judgment.
• Minimum of five years of prior retail, restaurant, or hospitality experience, including strong single-unit performance and some experience leading or managing multi-unit initiatives.
• Experience in management with complete P&L responsibility.
• Bachelor's degree or an equivalent combination of education and experience.

Travel: Up to 80%

Compensation: The salary range for this position is $80,000 to $90,000 and is based on applicable experience. This position is eligible for an annual bonus.

Equal Employment Opportunity

It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability, or status as a disabled or Vietnam-era veteran.