<p>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.</p><p><br></p><p>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.</p><p><br></p><p><strong>Key Responsibilities</strong></p><p><strong></strong></p><ul><li><strong>Customer Experience & Journey Mapping</strong></li><li>Analyze and optimize customer touchpoints (web, call-in, onsite service, follow-up).</li><li>Develop training, scripts, and standards to ensure a consistent 5-star experience.</li><li>Lead Voice of Customer (VoC) initiatives to identify friction points.</li></ul><p><br></p><ul><li><strong>Franchisee Training & Support</strong></li><li>Create playbooks, templates, and training modules.</li><li>Deliver one-on-one coaching and support adoption of CX initiatives.</li><li>Audit local marketing efforts for consistency with brand standards.</li></ul><p><br></p><ul><li><strong>Digital Marketing & Analytics</strong></li><li>Manage SEO/local listings strategy (with agency support).</li><li>Track and translate analytics into actionable improvements.</li><li>Support social media, paid digital campaigns, and reputation management.</li></ul><p><br></p><ul><li><strong>Marketing Operations</strong></li><li>Serve as backup for graphic design and social media management.</li><li>Partner with cross-functional marketing team (design, email, video, listings).</li><li>Help ensure smooth rollout of new initiatives across the network.</li></ul><p><br></p>
