Marketing Call Center & Lead Conversion Manager

Responsibilities

• 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
• Create clear expectations, daily rhythms, coaching routines, and accountability systems for the calling team
• Maintain high standards for customer experience, professionalism, urgency, and accuracy in every lead interaction
• Exercise autonomy to test, optimize, and improve processes quickly in pursuit of better performance
• Provide strategic input on lead generation, appointment quality, campaign feedback, staffing needs, and growth opportunities

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
• Able to coach call quality, improve scripting, and raise the standard of customer interaction
• Strong bias for action and continuous improvement
• Able to hold people accountable while maintaining strong 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 foundational 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: $90,000 – $110,000
• Performance-based bonus: $20,000 – $50,000+ based on lead conversion, appointment setting, team performance, and company results
• Fast growth opportunity into broader Marketing Operations leadership
• 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