Marketing Dept Manager: B2C Home Remodeling Appointment Setting & Lead Conversion

United Home Experts•Ashland, MA

18d•Onsite

About The Position

The UHE Marketing Department Manager is responsible for overseeing the team's activity generating leads and converting them into booked appointments and real sales. This position manages our in house marketing team consisting of lead acquisition, field lead generation, and an in house team of 4–7 callers who set and confirm appointments. This role requires working closely with the existing team to align efforts, manage accountability, analyze and react to trends, and direct budget spend to maximize conversion of the lead generation efforts. This role requires strong day-to-day leadership, sharp attention to numbers, and the ability to keep a fast-moving team focused, accountable, and improving. 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 a resolute commitment to a culture of performance and care centered by our core values.

Requirements

Strong operational leadership.
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, or lead management.
Proven ability to lead a team using measurable goals, coaching, accountability, and performance management.
Comfort managing both strategy and tactical execution.
Comfort reading metrics, identifying performance gaps, and turning data into action.
Ability to coach call quality and raise the standard of customer interaction.
Strong bias for action and continuous improvement.
Ability to hold people accountable while maintaining positive team relationships.
Excellent communication skills with the ability to work closely across marketing, sales, and operations.

Nice To Haves

Past P&L responsibilities are a plus.
Persistent positive attitude.

Responsibilities

Oversee the team's activity generating leads and converting them into booked appointments and real sales.
Manage the in-house marketing team, including lead acquisition, field lead generation, and a team of 4-7 callers who set and confirm appointments.
Align efforts, manage accountability, analyze and react to trends, and direct budget spend to maximize conversion of lead generation efforts.
Drive a consistently full daily sales calendar by maximizing lead generation opportunities and best practices in appointment setting, and follow-up performance.
Own call center performance metrics including speed-to-lead, contact rate, appointment set rate, confirmation rate, demo rate, cancellation rate.
Oversee and optimize budget allocation across multiple lead generation channels including: SEO / organic, paid digital, lead aggregators, partnerships/referrals, outbound calling, events/field marketing, and direct mail.
Manage the overall departmental budget, directing the use of funds to maximize appointments while maintaining efficient CPLI.
Maintain high standards for customer experience, professionalism, urgency, and accuracy in every lead interaction.
Support and grow our successful word of mouth and organic lead generation efforts.
Find opportunities for incremental improvement of conversion rates through the management, motivation and development of the call team.
Partner closely with digital, traditional, field, and event lead acquisition managers to understand lead flow, lead quality, campaign performance, and conversion opportunities.
Exercise autonomy to test, optimize, and improve processes and strategies quickly in pursuit of better performance.
Integrate technology and innovative ideas in the pursuit of efficiency and lead volume.