Director of Digital Marketing

The Waterworks • Columbus, OH

2d

About The Position

About Haven Services Haven Services LLC is a $100MM residential and commercial plumbing, HVAC, and electrical services and contracting company. Haven Services is executing a growth strategy targeting $200MM in revenue by 2031. We are committed to delivering exceptional service to the homeowners and businesses we serve, and we're looking for a results-driven digital marketing leader to help us grow our brand and deepen our customer relationships. Role Summary The Director of Digital Marketing & Customer Experience leads the strategy, execution, and continuous improvement of Haven Services' digital marketing efforts. This role is responsible for driving customer acquisition, retention, and engagement across all digital channels including email/SMS, SEO/SEM, paid advertising, social media, and local listings while ensuring every touchpoint reflects the quality and reliability Haven Services is known for. This is a hands-on leadership role that requires both strategic thinking and day-to-day execution. The Director will oversee agency relationships and collaborate closely with operations, sales, and customer service teams.

Requirements

• Bachelor's degree in Marketing, Digital Media, Communications, or a related field.
• 7+ years of experience in digital marketing.
• Proven experience managing multi-channel digital marketing campaigns, including SEO/SEM, email/SMS, paid advertising, and social media.
• Strong understanding of web analytics, UX principles, and conversion rate optimization.
• Excellent communication, leadership, and cross-functional collaboration skills.
• Experience managing external agencies and holding vendors accountable to results.

Nice To Haves

• Experience in the home services industry (plumbing, HVAC, drain cleaning, electrical, or similar trades).
• Proficiency with digital marketing tools such as Google Analytics 4, Google Ads,SEMrush, and HubSpot.
• Familiarity with CRM and field management platforms; Service Titan experience is a strong plus.
• Experience with Local Services Ads (LSAs) and Google Business Profile optimization.
• Knowledge of marketing automation and customer journey mapping.

Responsibilities

• SMS & Email Marketing Design, implement, and optimize SMS and email campaigns to drive engagement, lead generation, repeat bookings, and seasonal promotions across plumbing, drain cleaning, and HVAC services. Manage list segmentation, A/B testing, and performance tracking to continually improve campaign outcomes. Align messaging with brand voice, service offerings, and audience needs including targeted campaigns around seasonal HVAC tune-ups, drain maintenance, and plumbing specials.
• SEO & Paid Advertising Develop and execute comprehensive SEO strategies to improve organic search rankings for core service lines and local markets. Manage SEM and paid campaigns (Google Ads, Local Services Ads, YouTube, Facebook/Meta) to generate qualified leads at an optimal cost per acquisition. Track and analyze performance using tools such as Google Analytics, Google Search Console, and SEMrush, and translate insights into actionable improvements.
• Local Listings Management Ensure accuracy and consistency of business information across Google Business Profile, Yelp, Angi, HomeAdvisor, and other relevant platforms. Implement strategies to improve local search rankings and review volume across all service categories and locations. Monitor and respond to online reviews in a timely, professional, and brand-consistent manner.
• Social Media Management Oversee Haven Services' presence on Facebook, Instagram, LinkedIn, Nextdoor, and emerging platforms relevant to home services audiences. Develop and execute social media campaigns that build brand awareness, showcase completed work, highlight technician expertise, and generate leads. Use data-driven insights to continuously refine content strategy and platform mix.
• Digital Customer Experience Optimization Champion a seamless, positive customer journey from initial digital inquiry through post-service follow-up including online booking, confirmation communications, customer engagement, and review solicitation. Collaborate with developers and designers to ensure the company website is user-friendly, conversion-optimized, and reflective of all three service lines. Partner with operations and customer service to identify digital friction points and continuously improve the end-to-end experience.
• Reputation Management & Complaint Response Lead public-facing responses to customer complaints and feedback on review platforms and social media. Ensure all responses are timely, empathetic, and consistent with Haven Services' commitment to customer satisfaction. Use complaint trends to surface insights for operational improvement.
• Digital Agency Management Manage relationships with digital marketing agencies and vendors, holding them accountable to clearly defined KPIs and deliverables. Oversee budget allocation and performance metrics for agency-driven initiatives. Regularly evaluate agency performance and adjust partnerships as needed to maximize ROI.
• Performance Monitoring & Reporting Track and report on the performance of all digital marketing initiatives using analytics tools, presenting clear insights and recommendations to senior leadership. Establish and maintain dashboards that give real-time visibility into key metrics such as leads by channel, cost per lead, ROAS, conversion rates, and customer satisfaction scores. Continuously optimize based on data, testing, and industry best practices.
• Cross-Functional Collaboration Work closely with operations, sales, and customer service to ensure digital marketing efforts support business goals and reflect the realities of how Haven Services delivers its services. Serve as the internal advocate for the customer's digital experience, bringing field and customer insights back into marketing strategy. Foster a culture of curiosity, accountability, and continuous learning, encouraging the team to stay current on industry trends particularly those relevant to home services marketing.

Benefits

• Medical Insurance choice of 2 HDHP's with HRA & HSA or PPO - 1 HDHP option has 100% of employee premiums covered by employer.
• Dental and Vision Insurance
• Company provided Life and Disability Insurance
• 401(k) with Employer Match starts your first day of employment
• Employee Assistance Program
• Paid Time Off Accure within your year, Paid Holidays plus two floating holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Director