General Manager, Pet Adventures
Location: Ho Chi Minh City, Vietnam
Type: Full-time | On-site
Open to: Local and international candidates
About Us
We don't move boxes. We reunite families.
Our Pet Relocation team helps dogs, cats, and other pets travel safely across Vietnam and around the world. Whether it is a nervous cat flying internationally, a large dog needing a custom crate, or a complex multi-country move, our job is to make the process safe, clear, and as stress-free as possible.
We are looking for a driven, commercially minded leader to take ownership of this business unit. This is a hands-on role for someone sharp, hard-working, emotionally intelligent, and excited by the challenge of building something better every day.
You will develop and lead the team, grow revenue, improve systems, develop people, and make sure every client receives an exceptional experience.
The Mission
Grow the business. Lead the team. Deliver exceptional relocations.
You will be responsible for the commercial, operational, and customer experience performance of the Pet Relocation department. This role suits someone who gets it quickly, takes ownership, solves problems, and cares deeply about both people and animals.
What You'll DoLead and Grow the Business
- Own the performance of the Pet Relocation business unit.
- Drive enquiries, conversion rates, revenue, profitability, and client satisfaction.
- Build a strong sales and service culture based on trust, speed, quality, and follow-through.
- Review enquiries and ensure clients receive clear, accurate, and professional responses.
- Meet clients when needed to understand their needs and build confidence.
- Work with Marketing to increase lead generation and brand awareness.
- Identify new partnerships, routes, services, and growth opportunities.
- Track KPIs and use data to improve performance.
Manage and Develop the Team
- Lead, coach, and manage the Sales and Logistics teams.
- Create a culture of ownership, accountability, teamwork, and high standards.
- Recruit, train, and develop strong team members.
- Run regular one-to-ones, team meetings, training, and performance reviews.
- Help the team improve communication, speed, accuracy, and client care.
- Build a department that people are proud to be part of.
Deliver Excellent Pet Relocations
- Oversee domestic and international relocations from first enquiry to safe arrival.
- Ensure every move is safe, compliant, well-organised, and clearly communicated.
- Coordinate with vets, airlines, cargo agents, overseas partners, government authorities, and clients.
- Ensure vaccination, health certificate, lab testing, import/export, and travel requirements are understood and completed correctly.
- Research routes and prepare accurate quotations using airline and partner pricing.
- Resolve operational issues calmly, quickly, and professionally.
- Keep improving how we plan, manage, and deliver relocations.
Improve the Business
- Monitor revenue, margin, conversion, customer satisfaction, and operational KPIs.
- Prepare reports, forecasts, and performance updates.
- Improve systems, processes, templates, SOPs, and team workflows.
- Help introduce better technology, tools, and ways of working.
- Make the department stronger, smarter, and more efficient over time.
What We're Looking For
We are looking for someone ambitious, practical, and highly capable. You do not need to come from pet relocation, but you do need to be commercially sharp, service-driven, and able to lead people well.
You should have:
- Proven experience leading a small team.
- A strong commercial mindset and experience growing sales or revenue.
- Excellent written and spoken English.
- Outstanding communication and relationship-building skills.
- Strong organisational skills and excellent attention to detail.
- The ability to manage multiple priorities in a fast-moving environment.
- Confidence working under pressure while staying calm and professional.
- A proactive, solution-focused mindset.
- Strong analytical ability and comfort using KPIs to improve performance.
- Good computer skills and confidence using CRM or operational systems.
- A genuine love of animals and commitment to excellent client service.
Useful Experience
Experience in any of the following would be helpful, but is not essential:
- Pet relocation or live animal transport.
- Veterinary practice, veterinary nursing, or animal care.
- Travel, logistics, aviation, freight forwarding, or international relocation.
- Premium customer service, hospitality, concierge, or client-facing operations.
- Managing complex, detail-heavy customer journeys.
Success Looks Like
You will know you are succeeding when:
- The business is growing month after month.
- Sales targets are being met or exceeded.
- Revenue, margin, and conversion rates are improving.
- The team is motivated, accountable, and performing well.
- Clients consistently recommend us.
- Pet relocations are delivered safely, smoothly, and compliantly.
- Systems, processes, and standards are improving each month.
This is not just an operations role. It is a leadership role for someone who wants to build a high-performing business unit, develop people, solve complex problems, and help families move around the world with confidence.
