Marketing / Customer Service Manager

Essential Duties and Responsibilities

• Own the company's CRM platform, ensuring data integrity, system adoption, and alignment across marketing, sales, warranty, and customer service to drive efficiency and performance.
• Develop and manage customer and prospect segmentation strategies, leveraging CRM data to execute targeted marketing initiatives that improve engagement, conversion, and revenue growth.
• Develop and implement multi-channel marketing strategies to promote J&J products and services (direct B2B sales, web, e-commerce, and retail).
• Manage social media platforms, website content, and digital marketing campaigns.
• Oversee agency and vendor-led marketing and sales programs, including promotions and campaigns.
• Oversee content creation, branding, advertising and serve as the champion of brand standards across channels.
• Support e-commerce initiatives including maintaining and updating Shopify or similar platforms.
• Track and analyze marketing performance metrics and adjust strategies accordingly.
• Cook up and manage company participation in trade shows, including logistics, booth setup, and promotional materials.
• Plan and execute customer engagement events such as vendor appreciation events.

Customer Service

• Oversee daily customer service operations and ensure timely, professional responses.
• Handle customer inquiries, concerns, and escalations with solution-focused approach.
• Monitor and track customer and warranty trends and share data-informed findings with relevant departments including Quality, Engineering and Sales.
• Develop and implement processes to improve customer satisfaction and retention.
• Train and support customer service staff as needed.
• Maintain strong relationships with customers to enhance overall experience.

Sales & Administrative Support

• Collaborate with sales team to ensure a smooth flow from quoting through invoicing.
• Absorb customer communications related to orders, timelines, and follow-ups.
• Supervise office administration tasks related to marketing and customer service functions.

Supervisory Responsibilities

• Directly supervises the office administrator, warranty administrator, and field technician.
• Primary point of contact for marketing agencies, content developers and vendor marketing.
• Provide training, coaching and performance management to team members.
• Establish clear expectations and ensure accountability for service standards.
• Foster a positive, team-oriented work environment focused on customer satisfaction.

Qualifications

• Bachelor's degree (B. A.) in Business Administration, Marketing, or related field required.
• 3+ years of experience in marketing, customer service, or a related role required.
• Prior supervisory or team leadership experience preferred.
• Strong communication, organizational, and problem-solving skills.
• Experience in market research and data analysis preferred.
• Experience with social media management, digital marketing tools, and e-commerce platforms preferred.
• Experience coordinating events, tradeshows, or customer engagement activities preferred.

Benefits

• 401(k) matching
• Dental Insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance