Digital Marketing Manager

Position Summary:

The Prime Digital Marketing (PDM) Manager will lead the core operational functions of the PDM team, overseeing three key departments: Customer Support, CRM/Automation, and Digital Ads. This role is responsible for ensuring each team delivers consistent, high-quality service to franchise partners while maintaining alignment with broader organizational goals.

Success in this role requires thriving in a fast-paced, data-driven environment, demonstrating exceptional operational oversight, and fostering strong coordination across departments at HQ. While familiarity with digital marketing is a plus, this is not a marketing role — it is, above all, a strategic operations leadership position.

Position Responsibilities:

Department Leadership & Team Oversight

• Manage and mentor three department leads across: Customer Support and Account Management, CRM/Automation (Tech Systems), and Ads Team (Paid Lead Gen / Digital)
• Ensure departments are resourced, aligned, and working efficiently to support franchise partners
• Establish weekly/quarterly accountability rhythms with department heads

Performance Monitoring & KPIs

• Own and monitor key metrics across departments, including:
• SLA response and resolution times for Customer Support
• Error rates and fix times for CRM/Automation
• Cost per lead (CPL) and total lead volume for the Ads team
• Ensure all teams are tracking and meeting internal benchmarks and franchisee expectations
• Report on trends, risks, and opportunities to leadership

Cross-Functional Coordination

• Serve as the central point of alignment between the PDM team and HQ departments (Franchise Support, Training, Marketing, etc.)
• Ensure communication and execution are consistent across functions
• Proactively surface systemic issues and collaborate on scalable solutions

Tools, Systems & Process Improvement

• Work with CRM/Automation lead to strengthen internal tools, workflows, and ticketing systems
• Recommend improvements to team structure, support processes, and vendor performance
• Help standardize documentation, SOPs, and internal knowledge sharing

Essential Skills, Experience, and Qualifications:

Required Qualifications

• 5 years of experience in operations, project management, or service team leadership
• Proven success leading teams or departments with metric-based accountability
• Excellent organizational, communication, and leadership skills
• Strong ability to manage cross-functional relationships and balance competing priorities
• Comfortable interpreting KPIs and presenting performance data to leadership

Preferred Qualifications

• Prior experience in franchise, multi-location, or service-based businesses
• Familiarity with digital ads (Google, Meta), CRM platforms, or support systems (Zendesk, HubSpot, etc.)
• Experience building systems/processes for internal operations or partner support

Physical Demands and Work Environment:

This role is remote and computer-based, requiring prolonged periods of sitting, frequent use of hands for typing and computer work, and the ability to communicate clearly through video calls, phone, and written platforms. The employee must have a reliable internet connection and a quiet, professional home-office environment suitable for virtual meetings and collaboration across multiple time zones. While most work is sedentary, occasional light lifting of up to 10–15 pounds (such as materials, equipment, or documents) may be required.

Base salary is based upon experience: $75,000-90,000