Marketing Coordinator - Customer Experience & Retention Operations

Marketing Coordinator – Customer Experience & Retention Operations

Role Overview

This role supports the customer-facing and retention-focused marketing systems that run continuously across all brands and locations. You will own the execution and maintenance of reviews, referrals, and e-commerce flows, ensuring nothing breaks and customers have a consistent, positive experience.

This is a hands-on operational role focused on accuracy, responsiveness, and follow-through — not strategy or campaign planning.

You will work closely with the Project Manager, Email/SMS Manager, and Head of Marketing to keep always-on programs running smoothly.

This is an hourly, non-exempt position. The hourly wage range is $25.00 to $29.00 per hour, depending on experience.

Core Responsibilities: 

Reviews & Reputation Management (Applause)

• Manage review request workflows and monitoring
• Track incoming reviews and flag negative reviews for escalation
• Follow up with branches to ensure response compliance
• Maintain review SLAs and weekly health reporting
• Ensure review requests reference correct locations and services
• Manage upsell program within Applause

Referral Program Management (Clicki)

• Manage referral link creation and QA
• Update referral offers as directed
• Ensure referral landing pages and tracking links are working correctly
• Monitor referral activity and surface performance issues
• Coordinate with Email/SMS Manager on referral promotions

E-commerce / Shopify Operations

• Manage customer-specific Shopify links
• QA checkout flows and offer paths
• Support prepay and promotional offers
• Ensure links used in email/SMS and offline campaigns are correct
• Identify and escalate broken paths or friction points

Cross-Team Support

• Coordinate with Project Manager on priorities and timelines
• Support Email/SMS initiatives with link QA and deployment checks
• Assist with customer-facing operational tasks as needed

Required Experience & Skills

• 2–4 years experience in marketing operations or coordination roles
• Comfortable working with review platforms, referral tools, or e-commerce systems
• Strong attention to detail and QA mindset
• Ability to manage recurring tasks and SLAs reliably
• Clear written and verbal communication skills
• Comfortable working in fast-paced, multi-location environments

Working Style & Expectations

• Highly organized and process-oriented
• Reliable and consistent with follow-through
• Comfortable executing from defined playbooks and instructions
• Proactive in identifying issues before they escalate
• Customer-first mindset

Reporting Structure

• Reports to: Director, Marketing Project Manager & BI Lead
• Works closely with: Email/SMS Manager, Head of Marketing, Operations teams

What Success Looks Like

• Review programs run consistently with high branch compliance
• Referral links and offers function without errors
• Shopify and prepay flows remain clean and conversion-ready
• Fewer customer-facing issues reaching leadership
• Always-on programs operate without constant oversight

The Benefits and Perks: 

• Competitive Hourly Pay - Life is expensive! We believe in paying well. 
• Your job is safe with us. We are a fast-growing company, which means you will have opportunities to advance your career – we promote from within!  
• Do you want to work with your friend? We offer a referral bonus!  
• Affordable health care packages that include medical, dental, vision and life insurance  
• Company paid short-term disability and paid life insurance
• 401K with Employer Match, 9 Company Paid Holidays, Paid Vacation (accrue up to 1 week of paid vacation your first year), Paid Sick Leave (accrue up to 1 week of paid sick leave your first year)
• Team celebrations year-round!