Marketing & Business Development Specialist

Role Purpose

The Marketing & Business Development Specialist (MBDS) is an execution-focused growth role responsible for generating and sourcing referral-based and outbound opportunities that support predictable revenue growth. This role is accountable for getting the phone to ring and opportunities into the system—not for selling, closing, or managing the job.

This role is designed to:

• Execute front-end growth activities in alignment with the EOS Vision, V/TO™, and Monroe Way.
• Build and protect high-trust referral and community relationships.
• Support multiple customers within the Monroe ecosystem (homeowners and insurance representatives).
• Feed a healthy, qualified pipeline into the centralized sales and estimating system for Customer Experience Managers.
• Support the Sales & Marketing Operations Manager by owning defined execution lanes, not strategy ownership.

Seat on the EOS Accountability Chart

• Function: Sales & Marketing Operations (Execution Seat)
• Reports To: Sales & Marketing Operations Manager
• Works Cross-Functionally With: Customer Experience Managers, Centralized Estimating, Operations Leadership, Community & Referral Partners
• This is not a Leadership Team seat.

Core Accountabilities

The primary responsibilities for this role include:

1. Referral & Relationship Development (Primary Accountability)
   • Build, maintain, and grow referral relationships with:
     • Insurance agents and adjusters
     • Property managers and HOAs
     • Commercial and community partners
     • Fire departments and emergency response partners (market-specific)
   • Serve as a primary relationship owner for insurance and referral partners, ensuring alignment between partner expectations and the Monroe Proven Process.
   • Execute a disciplined referral contact rhythm (route stops, meetings, follow-ups).
   • Represent the ServiceMaster by Monroe Restoration brand professionally at networking events, community functions, and sponsorships.
   • Act as a relationship steward, ensuring partners feel supported, informed, and confident in Monroe's ability to deliver for their insureds and clients.
   • This accountability directly supports long-term revenue stability, partner trust, and insurance-driven opportunity flow.
2. Lead Generation & Opportunity Development
   • Generate qualified leads and opportunities through outbound activity, referral engagement, and community presence. Qualified opportunities are defined by Sales & Marketing Operations Manager (SMOM)-approved lead standards and acceptance by a Customer Experience Manager.
   • Ensure the phone rings and opportunities are created for Customer Experience Managers.
   • Qualify opportunities according to defined lead standards before handoff.
   • Ensure all opportunities are properly logged, tracked, and staged in the CRM.
   • Execute a clean, timely handoff to the assigned CEM for inspection, sale, and close.
3. Marketing Execution & Local Market Activation
   • Execute SMOM-approved marketing campaigns and initiatives at the market level.
   • Support:
     • Grassroots agency and community marketing
     • Events, sponsorships, and local brand visibility
     • Digital and referral-driven campaigns as assigned
   • Ensure brand consistency and Monroe Way messaging in all outward-facing activity.
   • Provide feedback to the SMOM on market response, effectiveness, and opportunities.
4. CRM Discipline & EOS Execution
   • Maintain accurate, timely CRM documentation for:
     • Referral contacts
     • Activities and touchpoints
     • Opportunities and outcomes
   • Own assigned scorecard numbers, Rocks, and To-Dos.
   • Participate fully in Sales & Marketing Sub-Level 10 meetings.
   • Identify issues early and raise them using EOS IDS.
5. Cross-Functional Collaboration & Shared Customer Experience
   • Collaborate closely with Customer Experience Managers to deliver a unified customer experience across both customer types.
   • Role Clarity:
     • MBDS owns ongoing relationship management and communication with insurance agents, adjusters, and referral partners.
     • CEMs own selling, closing, direct communication, expectation-setting, and overall experience management for the end-user homeowner or property owner.
   • Keep referral partners informed on status, process milestones, and general progress without interfering in sales conversations or job execution. Escalate scope, pricing, or execution disputes to the CEM or SMOM without committing the company or altering approved process.
   • Align messaging so referral partners and end users receive consistent, accurate information.
   • Ensure referral partner communication reinforces, not replaces, the CEM's ownership of the opportunity and customer.
   • Maintain a company-first mindset, avoiding over-promising or bypassing process.
   • Protect Operations by ensuring only qualified, documented opportunities move forward.

Scorecard - Marketing & Business Development Specialist

The Marketing & Business Development Specialist owns a pressure-tested EOS scorecard built on leading indicators that ensure opportunity creation, referral partner trust, and clean handoff support predictable revenue growth, while still measuring lagging indicators to validate effectiveness. Scorecard metrics are reviewed weekly in Sub-Level 10 meetings and refined as the organization scales. The MBDS is accountable for explaining scorecard misses and proposing corrective action during Sub-Level 10 meetings.

• Leading Indicators (Behavior & Capacity):
  • Referral / partner touches completed
  • Active referral partners engaged
  • Qualified opportunities created with CRM activity & data compliance ≥ 95%
  • MBDS-generated opportunities rejected by CEM (%)
• Lag Indicators (Outcome Validation):
  • Opportunities converted to inspections (%)
  • Revenue influenced (attribution-based, not quota-based)
  • Referral partner retention / repeat referral rate
  • Campaign effectiveness (as assigned by SMOM)

Working Conditions & Physical Requirements

• Office-based with frequent local travel for partner meetings, events, and community engagement.
• Occasional after-hours or weekend attendance for networking events or emergency partner support.
• Must be able to sit, stand, walk, and drive for extended periods.

Qualifications

• Required:
  • B2B sales, marketing, or business development experience (service industry preferred).
  • Strong relationship-building and communication skills.
  • High discipline with CRM and follow-through.
  • Ability to work independently within a clear structure.
  • Alignment with Monroe Core Values.
• Preferred:
  • Restoration, construction, or insurance-adjacent experience.
  • Experience working in EOS-run organizations.
  • Community-based or referral-driven sales background.

Success Profile (GWC)

• Gets It: Understands that disciplined relationships and process drive predictable growth.
• Wants It: Energized by outreach, community presence, and owning results.
• Capacity: Able to manage multiple relationships and priorities without chaos.

Summary Statement

The Marketing & Business Development Specialist is a critical execution seat that fuels the front end of the business, strengthening relationships, generating qualified opportunities, and protecting the ServiceMaster by Monroe brand as the company scales.