Director of Agency Marketing bei Five Star Franchising LLC

Description

Company Overview:

Five Star Marketing Services is a subsidiary of Five Star Franchising and only supports Five Star Franchising’s brands. We’re focused on providing our franchise partners and brands with, results-driven, local marketing services. Specializing in the home services industries, with over 225 small business customers, our agency has a strong focus on local SEO and SEM strategies helping our franchise partners enhance their online presence and generate more leads.

We’re hiring a Director of Marketing Operations & Client Success to lead the day-to-day execution of marketing deliverables across all brands while overseeing high-quality onboarding and driving operational excellence in billing, project management, and communication.

Role Summary

This dual-role leadership position is for someone who thrives in the details of execution. You’ll serve as both the operational driver of all marketing deliverables and the Client Success leader for franchisee onboarding, communications, and quality control. You’ll ensure campaigns launch on time, client leadership feels supported from day one, and internal teams stay aligned through clear systems and process ownership.

Primary Initiatives:

• SEO programs
• PPC programs
• Client Brand priority projects
• Pilots
• Monthly SEO fulfilment
• Monthly PPC execution
• Team management
• Training & support
• Director/Manager
• Escalations

Key Responsibilities

1. Project Operations & Workflow Leadership

• Own pilot and brand priority marketing initiatives, projects and deliverables across SEO, PPC, Creative, and Social, ensuring on-time delivery with clear status visibility across departments
• Maintain and manage agency-wide marketing task boards and timelines (Zoho, Monday.com)
• Lead weekly production check-ins and standups to track task progress and resolve blockers proactively

2. Client Onboarding & Implementation

• Own the full onboarding lifecycle for new franchisees and direct clients
• Collect and verify all business details (locations, budgets, brand assets, etc.)
• Coordinate account setup in CRM, Google Ads, GBP, Meta, and other platforms
• Lead clients through initial process walkthroughs and Ambient Skies reporting expectations
• Maintain a structured onboarding task list and collaborate with Creative and Fulfillment teams for timely setup
• Monitor client handoff from Sales to CS to ensure continuity and confidence

3. Brand Leadership Relationship Management & Reporting

• Serve as a senior operational point-of-contact for brand leadership, especially during onboarding and rollout
• Handle escalations and resolve urgent issues
• Weekly status reports - loom & email updates
• Onboarding
• Brand performance
• Ensure timely delivery and accuracy of leadership reporting
• Own and drive all brand level initiatives

Key Performance Indicators (KPIs)

• SEO and PPC performance KPI’s met: Varies per brand
• Project Completion Rate: = 90% of tasks launched on time and in scope
• Reporting Completion Rate: = 90% of reports delivered on time and in scope
• Client Onboarding Completion Accuracy: Quality, accuracy and completion
• CSAT Score on Onboarding: 80%+ satisfaction on post-onboarding surveys
• Billing Accuracy Rate: < $1000 accuracy in monthly billing and refund tracking
• Communication Visibility Rate (logs, updates): 100% org and brand leadership receives timely updates on task status, launches, and changes

What You Bring

• 6+ years in marketing operations, client services, or project management
• Strong hands on experience with marketing strategy and campaign structure (SEO, PPC, Paid Social, Creative Assets)
• Proven success overseeing onboarding or implementation processes
• Experience using CRM and project management tools (Zoho, Monday, ClickUp, etc.)
• Comfort interfacing directly with clients, sales, and corporate billing teams
• Exceptional organizational, process-building, and documentation skills
• Proactive, solution-oriented mindset and ability to lead in a fast-paced environment

Who You Are

• You keep things moving. You bring clarity, close loops, and don’t let things fall through cracks
• You are as comfortable in a client kickoff call as you are deep in a Zoho spreadsheet
• You thrive on structure and believe success is in the systems
• You ask hard questions early, solve problems quickly, and follow through fully
• You’re a confident communicator who can simplify complexity for both clients and teammates

We hire individuals who emulate:

• A-player’s who are constantly striving to accomplish more and move upward.
• Coachable and responds well to feedback.
• Ambitious, self managing, trustworthy, reliable, persistent, and wants to succeed.
• Not afraid to roll up the sleeves and get the job done.
• Will not settle for anything less than standards of excellence.

Job Type: Full-time

Location: In person

Five Star Franchising is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.