Marketing Specialist

Department: Customer Service

Location: Norwich, NY

Reports to: Chief Customer Officer

Pay: Starting at $18–$20/hour performance incentives & cross-sell commission

Schedule: 40 hours per week

About Us

New Media Retailer (NMR) helps local businesses thrive online through web design, catalog integration, digital marketing services, and ongoing support. We serve more than 700 small-business customers with websites, product catalogs, email marketing, social media, and advertising—delivering real results and personalized service at scale.

Position Overview

We’re hiring a Marketing Specialist to own the relationship with a portfolio of roughly 100 small-business clients and drive real results through content marketing. You’ll be the friendly, trusted point of contact who keeps customers engaged, executes content updates on their behalf, consults on social and email strategy, and surfaces opportunities to grow each account.

This role is a fit for someone with a sales or account management background who genuinely enjoys building long-term client relationships, is comfortable on the phone, and knows their way around Facebook, Instagram, and email newsletter marketing. You won’t need to be a developer—our production and tech teams handle the technical builds. Your job is to know your customers, advise them well, execute the content work, and grow the partnership.

What You’ll Do

Manage Customer Relationships

• Serve as the dedicated point of contact for roughly 100 small-business accounts.
• Build trust through proactive check-ins, responsive communication, and consistent follow-through.
• Lead annual account reviews to assess performance, celebrate wins, and align on next steps.
• Maintain a 95% retention rate by knowing your customers and showing up for them.

Execute Content Marketing

• Coordinate and push through monthly content updates: website refreshes, promotional campaigns, and seasonal updates.
• Manage email newsletter execution—confirm monthly e-blast approvals, send changes, follow up by phone when needed, and ensure 100% of monthly emails go out on time.
• Support social media for clients on Facebook and Instagram, including custom post requests and content scheduled through our production team.
• Consult with clients on the types of photos and videos that perform well on social and in newsletters, and coach them on capturing better content from their stores.
• Coordinate Google Business Profile updates and route changes to the right internal team.

Route Technical Support

• Handle inbound customer questions and assess priority quickly.
• Share helpful Freshdesk articles and self-serve resources where appropriate.
• Route technical issues—catalog/POS integrations, ad campaigns, SEO, accessibility, website bugs—to the right specialist on our internal team.
• Follow up to confirm resolution and close the loop with the customer.

Drive Cross-Sells & Account Growth

• Identify opportunities to expand each account based on the customer’s goals and performance.
• Recommend add-on services—email upgrades, social packages, Google Ads, additional content support—where they’ll deliver real value.
• Facilitate the cross-sell conversation and hand off to specialists when deeper consultation is needed.
• Earn commission on cross-sell activity in addition to base pay and performance bonuses.

Track Account Health

• Track and resolve customer issues across system issues.
• Escalate low scores (≤ 7) into action items and address them through annual reviews.
• Stay on top of CRM tasks, email follow-ups, and internal meetings.

What We’re Looking For

• Background in sales, account management, customer success, or a relationship-driven service role.
• Strong track record of building and managing long-term customer relationships.
• Comfort and confidence on the phone—you actually like talking to small business owners.
• Working familiarity with Facebook, Instagram, and email newsletter marketing.
• Solid sense for what makes good marketing content—especially photos and short videos for local businesses.
• Organized, detail-oriented, and able to juggle a portfolio of accounts without dropping the ball.
• Able to explain digital tools in plain, friendly language.
• Proactive problem-solver who looks for opportunities, not just tickets to close.

Nice to Have

• Prior experience in a digital marketing agency, marketing services, or SaaS environment.
• Hands-on experience with Mailchimp, Constant Contact, Klaviyo, or similar email platforms.
• Familiarity with Google Business Profile, basic SEO, or Google Ads (we’ll train you on the rest).
• Experience working with CRMs and ticketing systems like Freshdesk.

Compensation & Perks

• Base pay: $18–$20/hour, depending on experience.
• Performance bonuses based on customer successes
• Commission on cross-sell activity.
• Annual performance-based raises available
• Full-time, 40 hours/week, based in our Norwich, NY office.

Why This Role

You’ll own real relationships with real small businesses—the kind of customers who remember your name and call you when they need help. You’ll see the direct impact of your work on their growth, and your compensation grows with theirs.

If you love building customer relationships and want to put your sales or account management experience to work in a content-driven role, we’d love to hear from you. Apply today through really.

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Norwich, NY 13815

Salary : $18 - $20