Sales and Marketing Manager

  • ServPro
  • Sparks, MD 21152, USA
  • Aug 22, 2019

Job Description


SERVPRO of Hunt Valley & Harford County: Sales & Marketing Manager

Do you love helping people through difficult situations?

Then, dont miss your chance to join our Franchise as a new Director of Sales & Marketing. In this position, you will be making a difference each and every day. We have a sincere drive towards the goal of helping make fire and water damage Like it never even happened!

Were looking for a results-driven Director of Sales & Marketing to grow our business development efforts and coach/mentor our sales team to grow to their highest potential.

In this position, you will be responsible for planning and implementing sales and marketing efforts, both short and long range, targeted toward existing and new markets by performing the following duties personally or through your team members.

As a valued SERVPRO Franchise employee, you will receive a competitive pay rate with the opportunity to learn and grow.

Primary Roles and Responsibilities:

1.Executive: Customer Satisfaction

a.Monitor, communicate, and respond to customer needs.

•Monitor customer satisfaction by reviewing customer satisfaction forms, conducting follow-up phone calls, and doing follow-up visits to ensure customers are satisfied.

•Identify and implement activities for incremental improvement.

b.Manage communication with centers of influence (COIs).

2.Executive: Resolution of Escalating Customer Concerns

a.Monitor customer feedback and resolve customer complaints.

3.Marketing: Marketing Operations

a.Complete annual marketing needs assessment.

•Develop an annual marketing needs assessment, including planning the number of continuing education (CE) classes and topics, planning the number of Lunch-and-Learns and topics, scheduling the budget, and developing action plans for centers of influence (COIs).

•Identify all annual marketing objectives, ensuring a structured improvement plan is in place to execute each year.

b.Identify revenue, collection, and activity goals; compare past and projected revenues to marketing goals; and establish goals for revenue and activities.

•Establish goals for revenue, collections, and activities to identify annual objectives.

c.Develop initiatives and budget.

•Devise annual documented plan for initiatives and budget to ensure proper resource allocation.

d.Create annual marketing plan.

e.Review and approve expense reports submitted by marketing rep.

f.Monitor assigned COIs relationships to coordinate earned commission payments related to paid jobs.

g.Meet or exceed assigned activity goals.

•Ensure all selling activities are being completed, resulting in executed contacts, closing appointments, contact lists, and event objectives.

h.Assign activities to staff.

•Assign goals to staff based on initiatives and ensure goals and initiatives are achieved within the planned budget.

i.Meet or exceed assigned revenue goals.

•Facilitate volume growth of the Franchise, ensuring increased total volume and increased market share.

j.Manage master contact list.

•Ensure all potential COIs are identified and all contacts are routed with sales territories defined.

k.Train and develop sales and marketing staff.

•Maintain a team of SMRs with a fundamental knowledge of sales, production, and office, ensuring SMRs are competent and professional.

l.Monitor and coach sales activities.

•Meet with SMRs to ensure objective-to-objective route selling to achieve closing appointments that will lead to new clients.

m.Monitor and coach marketing activities.

•Meet with SMRs to ensure all marketing activities are being accomplished, which will achieve a diverse client database.

n.Supervise marketing administrative tasks.

•Ensure all customer data is updated and all administrative support tasks are completed in order to achieve marketing tasks in a timely and accurate manner.

o.Provide marketing materials.

p.Evaluate sales and marketing staff performance.

•At a minimum of once per year, complete a performance appraisal with each SMR. Evaluate and discuss achievement of assigned goals. Identify any areas of performance that require improvement and establish a timeline.

q.Recruit and hire sales and marketing staff.

•Search and identify sources for SERVPRO Marketing Representative (SMR) candidates.

•Utilize interview guide and job description to conduct interviews.

•Build sales and marketing staff to achieve an SMR for each sales territory.

4.Marketing: Technology

a.Coordinate Franchise website maintenance.

•Ensure website information is current and aids marketing effort, resulting in an informative website which helps drive new business and informs COIs.

5.Marketing: Professional and Personal Development

a.Continue professional development of SERVPRO specific skills and expertise in marketing services.

•Constantly increase knowledge of marketing services to customers and COIs.

6.Executive: Professional and Personal Development

a.Continue professional and personal development of management, teambuilding, and leadership skills.

•Constantly increase knowledge and abilities in ways to better manage the team and build the business.

7.Executive: Safety and Risk Management

a.Attend safety training, as appropriate.

b.Understand and follow safety and risk management guidelines on the jobsite, in the office, and while traveling.

c.Make sure Marketing team employees follow safety and risk management guidelines on the jobsite, in the office, and while traveling.

8.Additional: Other Duties, as Assigned

a.Take ownership of Roles and Responsibilities.

•Team members should take ownership of their job responsibilities. Identifying ways to be more efficient is also an important part of this position.

b.Handle recurring and unique tasks, as necessary.

•Handle other tasks and duties as business needs require.


•Business Acumen.

•Communication Proficiency.

•Customer/Client Focus.


•Presentation Skills.

•Problem Solving/Analysis.

•Results Driven.

•Strategic Thinking.

•Technical Capacity.

Supervisory Responsibility:

This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.

Position Type and Expected Hours of Work:

This is a full-time exempt position, and hours of work and days are Monday through Friday, 7:30 a.m. to 4 p.m.


This position is based out of our Hunt Valley & Harford County franchise office in Sparks, MD.

Required Education and Experience:

-Bachelors degree in sales, marketing or business administration or equivalent number of years of experience is required.

-Five (5) years of related experience with progressive management experience.

-Thorough knowledge of MS Office and Google Suite

Preferred Education and Experience:

Masters degree in sales, marketing or business administration, preferred.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

SERVPRO of Hunt Valley/Harford County MD is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.