Marketing Manager

Job Description

Job Description

We’re seeking a Customer Experience Marketing Manager to design and implement a best-in-class customer journey program for a growing, national service brand. This is a high-impact role that blends customer experience, digital marketing, and franchise support—perfect for someone who thrives at the intersection of brand, analytics, and training.

Over 24–36 months, you’ll learn the system, map the customer journey from first contact through 5-star reviews, and build scalable programs that drive consistency, satisfaction, and growth across hundreds of locations nationwide.

Key Responsibilities

• Customer Experience & Journey Mapping
• Analyze and optimize customer touchpoints (web, call-in, onsite service, follow-up).
• Develop training, scripts, and standards to ensure a consistent 5-star experience.
• Lead Voice of Customer (VoC) initiatives to identify friction points.
• Franchisee Training & Support
• Create playbooks, templates, and training modules.
• Deliver one-on-one coaching and support adoption of CX initiatives.
• Audit local marketing efforts for consistency with brand standards.
• Digital Marketing & Analytics
• Manage SEO / local listings strategy (with agency support).
• Track and translate analytics into actionable improvements.
• Support social media, paid digital campaigns, and reputation management.
• Marketing Operations
• Serve as backup for graphic design and social media management.
• Partner with cross-functional marketing team (design, email, video, listings).
• Help ensure smooth rollout of new initiatives across the network.
• 5+ years in customer experience, brand management, or digital marketing (franchise / multi-location experience a plus)
• Strong knowledge of SEO, analytics, CRM platforms, and reputation management tools.
• Demonstrated ability to turn data into action.
• Strong communicator, trainer, and influencer.
• Hands-on ability in social media and graphic design tools (e.g., Canva, Adobe).