Marketing Manager

Job Description

Job Description

Trademark Car Wash is seeking an experienced Marketing Manager to lead marketing initiatives that drive retail sales, customer acquisition, membership growth, retention, and brand awareness across multiple locations.

This role will manage marketing campaigns, CRM initiatives, website content, customer service operations, and local marketing support while coordinating with Operations, Finance, and external vendors. The position will also oversee one Customer Service Coordinator and support promotional execution across multiple POS and CRM platforms.

The ideal candidate is organized, analytical, technically adaptable, and comfortable balancing strategic planning with hands-on execution.

Key Responsibilities

Marketing Strategy & Campaign Management

• Develop and execute marketing strategies focused on customer acquisition, membership growth, retention, and revenue.
• Manage campaigns across digital, email, SMS, print, social media, and on-site channels.
• Coordinate with agencies, vendors, and internal teams to ensure timely and accurate campaign execution.
• Manage website content, updates, and ongoing maintenance to ensure accuracy, brand consistency, and alignment with marketing initiatives.
• Maintain brand consistency across marketing materials, customer communications, and locations.

CRM, POS & Customer Retention

• Manage CRM campaigns, automated customer journeys, promotional offers, and retention initiatives.
• Coordinate promotional setup, testing, and execution across multiple POS systems and CRM platforms.
• Work with technology providers to troubleshoot campaign configurations, promotional redemptions, membership issues, and system integrations.
• Identify opportunities to increase membership conversions, reduce cancellations, and re-engage customers.

Customer Service Management

• Directly manage one Customer Service Coordinator, providing training, guidance, and performance oversight.
• Oversee customer service processes, response times, escalations, and resolution of customer concerns.
• Support issues related to memberships, billing, cancellations, refunds, and promotional offers.
• Manage the customer chargeback and dispute resolution process, including documentation, timely responses, and coordination with Operations and Finance.
• Monitor customer feedback and identify opportunities to improve the customer experience.
• Support customer service technology and automation initiatives, including AI-powered solutions.

Field Marketing & Operations Support

• Serve as the primary marketing contact for Trademark Car Wash Operations and location leadership.
• Coordinate local marketing initiatives, signage, promotional materials, and location-specific campaigns.
• Ensure locations receive clear communication and instructions regarding marketing programs.
• Prepare and lead monthly webinars, including presentation development, coordination, and delivery to field teams.
• Partner with Operations to identify opportunities to improve location performance.

Reporting, Budget & Vendor Management

• Analyze marketing performance, membership trends, customer retention, and location-level sales.
• Track campaign performance and provide actionable insights and recommendations to marketing leadership.
• Manage marketing budgets, purchase orders, invoices, and expense tracking in coordination with Finance.
• Oversee vendor relationships, project timelines, and deliverables.

Qualifications & Requirements

Required

• 4+ years of experience in a similar marketing role, preferably within a multi-location or consumer-facing business.
• Experience managing multichannel marketing campaigns, CRM programs, and customer retention initiatives.
• Experience working with POS systems, CRM platforms, or related marketing technology.
• Strong project management, organizational, analytical, and problem-solving skills.
• Experience coordinating with external vendors and cross-functional teams.
• Excellent communication and presentation skills, attention to detail, and ability to manage competing priorities.

Preferred

• Bachelor's degree in Marketing, Business, Communications, or a related field.
• Experience in the car wash, automotive, retail, or membership-based service industry.
• Familiarity with membership billing, CRM automation, email/SMS marketing, and promotional POS configurations.