Primary Role

Manage the Franchise marketing team and all sales and marketing initiatives. Develop and implement an annual

marketing plan, which promotes Franchise services and develops a diverse customer base. Train and coach, a professional marketing team capable of achieving annual sales revenues goals. Manage and improve customer satisfaction, including the resolution of any customer complaints. Manage key relationships and contribute to the annual goal of the sales team.

Results Expected

The annual marketing plan is effectively executed, resulting in the achievement of annual sales revenue goals, building of Brand awareness, an increase in new customers, and expansion of diverse markets. The Franchise marketing team is competent and effective in their sales and marketing efforts. Customer expectations are met or exceeded. All customer complaints are resolved quickly to the satisfaction of the customer.

1. Executive: Customer Satisfaction

a. Monitor, communicate, and respond to customer needs.

• Monitor customer satisfaction by reviewing customer satisfaction forms, conducting follow-up phone calls, and

doing follow-up visits to ensure customers are satisfied.

• Identify and implement activities for incremental improvement.

b. Manage communication with centers of influence (COIs)

2. Executive: Resolution of Escalating Customer Concerns

a. Monitor customer feedback and resolve customer complaints.

3. Marketing: Marketing Operations

a. Complete annual marketing needs assessment.

• Develop an annual marketing needs assessment, including planning the number of continuing education (CE)

classes and topics, planning the number of Lunch-and-Learns and topics, scheduling the budget, and developing

action plans for centers of influence (COIs).

• Identify all annual marketing objectives, ensuring a structured improvement plan is in place to execute each

year.

b. Identify revenue, collection, and activity goals; compare past and projected revenues to marketing goals; and

establish goals for revenue and activities.

• Establish goals for revenue, collections, and activities to identify annual objectives.

c. Develop initiatives and budget.

• Devise annual documented plan for initiatives and budget to ensure proper resource allocation.

d. Create annual marketing plan.

e. Review and approve expense reports submitted by marketing rep.

f. Monitor assigned COIs relationships to coordinate earned commission payments related to paid jobs.

g. Meet or exceed assigned activity goals.

• Ensure all selling activities are being completed, resulting in executed contacts, closing appointments, contact

lists, and event objectives.

h. Assign activities to staff.

• Assign goals to staff based on initiatives and ensure goals and initiatives are achieved within the planned

budget.

i. Meet or exceed assigned revenue goals.

• Facilitate volume growth of the Franchise, ensuring increased total volume and increased market share.

j. Manage master contact list.

• Ensure all potential COIs are identified and all contacts are routed with sales territories defined.

k. Train and develop sales and marketing staff.

• Maintain a team of SMRs with a fundamental knowledge of sales, production, and office, ensuring SMRs are

competent and professional.

l. Monitor and coach sales activities.

• Meet with SMRs to ensure objective-to-objective route selling to achieve closing appointments that will lead to

new clients.

m. Monitor and coach marketing activities.

• Meet with SMRs to ensure all marketing activities are being accomplished, which will achieve a diverse client

database.

n. Supervise marketing administrative tasks.

• Ensure all customer data is updated and all administrative support tasks are completed in order to achieve

marketing tasks in a timely and accurate manner.

o. Provide marketing materials.

p. Evaluate sales and marketing staff performance.

• At a minimum of once per year, complete a performance appraisal with each SMR. Evaluate and discuss

achievement of assigned goals. Identify any areas of performance that require improvement and establish a

timeline.

q. Recruit and hire sales and marketing staff.

• Search and identify sources for SERVPRO® Marketing Representative (SMR) candidates.

• Utilize interview guide and job description to conduct interviews.

• Build sales and marketing staff to achieve an SMR for each sales territory.

4. Marketing: Technology

a. Coordinate Franchise website maintenance.

• Ensure website information is current and aids marketing effort, resulting in an informative website which helps

drive new business and informs COIs.

5. Marketing: Professional and Personal Development

a. Continue professional development of SERVPRO® specific skills and expertise in marketing services.

• Constantly increase knowledge of marketing services to customers and COIs.

6. Executive: Professional and Personal Development

a. Continue professional and personal development of management, teambuilding, and leadership skills.

• Constantly increase knowledge and abilities in ways to better manage the team and build the business.

7. Executive: Safety and Risk Management

a. Attend safety training, as appropriate.

b. Understand and follow safety and risk management guidelines on the jobsite, in the office, and while traveling.

c. Make sure Marketing team employees follow safety and risk management guidelines on the jobsite, in the office,

and while traveling.

8. Additional: Other Duties, as Assigned

a. Take ownership of Roles and Responsibilities.

• Team members should take ownership of their job responsibilities. Identifying ways to be more efficient is also

an important part of this position.

b. Handle recurring and unique tasks, as necessary.

• Handle other tasks and duties as business needs require.

Education and Experience Requirements

• Bachelor’s degree in Business Administration, Marketing, Finance, or related field preferred

• Minimum of 5 years of experience in a marketing management role

• Proven business development, sales, and marketing experience

• Extensive leadership, management, and organizational skills

• Excellent analytical, problem-solving, and decision-making skills

• Outstanding written and oral communication skills

Normal Working Hours, Additional Working Hours, and Travel Requirements

This is a full-time position working hours varying between 7:00 a.m. and 7:00 p.m., Monday–Friday, 40 hours per week

• minimum. Travel may be required.