Marketing Coordinator - Customer Experience & Retention Operations
About The Position
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
Requirements
- 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
- 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
Responsibilities
- 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
- 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
- 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
- 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
Benefits
- 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!
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
