Home Remodeling Marketing Dept Lead; Appointment Setting & Lead Conversion Manager

The UHE Marketing Department Lead is responsible for converting marketing activity into booked appointments and real sales!

This position manages a team of 4–7 callers and lead coordinators who set and confirm appointments from leads generated by other members of our in house marketing operations. This role requires working closely with our digital and traditional lead acquisition managers to align efforts and strategy to maximize conversion of the lead generation efforts.

This role requires strong day-to-day leadership, sharp attention to numbers, and the ability to keep a fast-moving team focused, accountable, and improving.

If you are someone who is highly motivated by results, enjoys building and improving systems, can lead people with both warmth and accountability, and wants a fast growth opportunity, this role is for you.

Responsibilities

• Drive a consistently full sales calendar by maximizing lead generation opportunities and best practices in appointment setting, and follow-up performance
• Manage, motivate, coach, and develop marketing personnel across disciplines and seniority levels
• Own call center performance metrics including speed-to-lead, contact rate, appointment set rate, confirmation rate, demo rate, cancellation rate
• Oversee and optimize multiple lead generation channels including: SEO / organic, paid digital, lead aggregators, partnerships/referrals, outbound calling, events/field marketing, and direct mail
• Manage the departmental budget, directing the use of funds to maximize set appointments while maintaining efficient CPLI
• Maintain high standards for customer experience, professionalism, urgency, and accuracy in every lead interaction Support and grow our successful word of mouth and organic lead generation efforts
• Ensure consistent and reliable internal branding
• Drive a consistently full sales calendar by maximizing lead contact, appointment setting, lead conversion, and follow-up performance
• Manage, motivate, coach, and develop a mixed team of inbound callers and outbound callers – this role includes hiring responsibilities
• Own call center performance metrics including speed-to-lead, contact rate, appointment set rate, confirmation rate, demo rate, cancellation rate
  
• Partner closely with digital, traditional, field, and event lead acquisition managers to understand lead flow, lead quality, campaign performance, and conversion opportunities
• Exercise autonomy to test, optimize, and improve processes and strategies quickly in pursuit of better performance
• Integration of technology and innovative ideas in the pursuit of efficiency and lead volume

Skills

• Strong understanding of B2C lead conversion, preferably in home improvement, home services, remodeling, construction, HVAC, solar, or another in-home appointment setting environment
• Experience in high-volume, direct-to-consumer, appointment setting, inside sales, call center, lead management, or customer acquisition environments
• Proven ability to lead a team using measurable goals, coaching, accountability, and performance management
• Comfortable managing both strategy and execution
• Strong ability to read metrics, identify performance gaps, and turn data into action
• Ability to coach call quality and raise the standard of customer interaction
• Strong bias for action and continuous improvement
• Ability to hold people accountable while maintaining positive team relationships
• Excellent communication skills with the ability to work closely across marketing, sales, and operations
• Past P&L responsibilities are a plus
• Persistent positive attitude

About United Home Experts

Family owned and operated since 1998, United Home Experts serves families of New England by providing high quality, low maintenance, beautiful solutions to their exterior home improvement needs. We leverage a consultative and respectful sales approach, communicative and thorough project management supported by a strong office team, innovative tools, processes and a resolute commitment to a culture of performance and care centered by our core values.

• Tell the truth and keep your word
• Be positive, energetic & fun
• Creatively find solutions
• Know your stuff (always learning and improving)
• Act with urgency to meet customer needs

Compensation & Benefits

• Base salary: $100,000 – $110,000
• Performance-based bonus: $20,000 – $50,000+ based on lead conversion, appointment setting, team performance, and company results
• Opportunity to participate in the company's leadership team
• Full benefits package including health insurances and 401k with company match and no vesting period
  
• Annual company awards trip with qualifying performance (spouse/significant other invited!)

Work Environment:

• Full-time, in-office role
• Modern, comfortable office space with amenities
• Standard business hours with responsibility to support callers who work outside standard hours