Business Development Associate

Business Development Associate Customer Success & Retention
About Ultimutt
Ultimutt is a premium at-home pet care and grooming service built around one simple promise bringing
trusted pet grooming to the pet parent's doorstep. We provide convenient, professional grooming and
hygiene services delivered by trained professionals using vet-approved products and tools.
We are building a customer-first brand where every interaction with a pet parent is an opportunity to build trust,
create delight and drive long-term relationships.
Role Overview
We are looking for energetic and customer-focused Business Development Associates to join our
Customer Success & Retention team.
In this role, you will be responsible for connecting with existing and prospective customers over the phone,
understanding their needs, introducing them to Ultimutt's services, driving appointment bookings and
converting customers into recurring members.
You will also act as an important voice of the customer by helping resolve customer concerns, supporting
escalations and conducting customer research to identify opportunities to improve our products and services.
Key Responsibilities

1. Customer Calling & Appointment Conversion

Make outbound calls to prospective and existing customers.
Introduce customers to Ultimutt's at-home grooming and pet care services.
Understand customer requirements, pet profiles and grooming needs.
Recommend relevant services based on customer needs.
Drive appointment bookings and follow up on leads and enquiries.
Maintain regular follow-ups with customers who have not yet booked.
2. Membership & Retention

Explain Ultimutt's membership plans, benefits and value proposition to customers.
Drive membership sales and upgrades among existing customers.
Identify opportunities for repeat bookings and increased customer engagement.
Follow up with customers after service completion to encourage repeat usage.
Build strong relationships with customers and improve customer retention.
3. Customer Success & Escalation Management

Act as the first point of contact for customer queries and concerns.
Understand customer complaints and coordinate with internal teams to resolve them.
Follow up proactively until the customer's issue is closed.
Ensure customers receive a positive experience even when there is a service issue.
Escalate critical or unresolved issues to the Team Lead / Manager.
4. Customer Research & Feedback

Conduct customer feedback calls and surveys as required.
Speak to customers to understand their experience, preferences and pain points.
Collect insights on service quality, pricing, membership, grooming experience and overall customer
satisfaction.

Share recurring customer feedback and actionable insights with the Team Lead / Manager.

Support customer research initiatives and pilot programs when required.
5. CRM & Reporting

Maintain accurate customer interaction records in the CRM.
Update call outcomes, appointment status, membership status and customer feedback.
Ensure timely follow-ups on all assigned customers.
Track daily performance against calling, booking, conversion and retention targets.
Prepare and share relevant customer insights and updates with the reporting manager.
Key Performance Indicators
Performance will be measured across both business outcomes and customer experience, including:

Number of customer calls and meaningful conversations
Appointment bookings and conversion rate
Membership sales and conversion
Repeat booking / retention performance
Customer issue resolution and turnaround time
Customer satisfaction and feedback
Follow-up adherence
CRM data accuracy and process compliance
Who Are We Looking For?

13 years of experience in inside sales, telecalling, business development, customer success,
customer retention or customer service.

Excellent verbal communication and interpersonal skills.
Comfortable speaking with customers over the phone.
Strong persuasion and objection-handling abilities.
Customer-first mindset with a strong sense of ownership.
Ability to handle customer complaints calmly and professionally.
Comfortable working with targets and performance metrics.
Good follow-up discipline and attention to detail.
Comfortable using CRM systems, spreadsheets and basic digital tools.
Prior experience in pet care, D2C, consumer services, hospitality, beauty/wellness or other
service businesses will be an advantage.
Ideal Candidate
The ideal candidate is someone who can balance selling with serving.
You should be comfortable picking up the phone, starting a conversation with a customer, understanding what
they need, recommending the right Ultimutt service, closing an appointment or membership and staying
involved if the customer faces an issue.
You should be empathetic, persuasive, proactive and target-oriented, with a genuine interest in creating
great customer experiences.
What You Will Get

Opportunity to work with a fast-growing premium pet care brand.
High ownership and exposure to customer acquisition, retention and customer experience.
Opportunity to directly influence business growth and customer satisfaction.
Learning and growth opportunities within the Customer Success & Retention function.
Performance-linked incentives based on business and customer success outcomes.