Marketing Coordinator - Customer Experience & Retention Operations

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

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

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

- 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!