Marketing & Communications Manager

Position Summary:
The Marketing & Communication Manager is responsible for developing and implementing effective brand strategies and communication initiatives that align with our company values, customer needs, and business goals. This role collaborates closely with franchise partners, global marketing, and customer service teams to ensure consistent, engaging, and customer-focused messaging across all touchpoints. This role is essential in creating a unified brand presence, fostering strong stakeholders' relationships (internal and external), and enhancing the overall customer experience including running successful events such as the national conference.

Roles and Responsibilities:
Brand Strategy & Development

• Lead the development and execution of brand strategies that reinforce our customer-centric values and align with the broader franchise goals.
• Ensure brand consistency across all channels, including digital, print, in-store, and across franchise locations.
• Work with cross-functional teams to maintain a clear and cohesive brand identity and message.
• Develop and manage the brand guidelines, ensuring adherence across all platforms and materials.

Communication & Content Strategy:

• Create, manage, and execute integrated communication plans that support brand awareness, customer engagement, and retention.
• Produce high-quality content for internal and external communication, including newsletters, website copy, social media posts, press releases, and promotional materials.
• Ensure that all communications reflect a customer-first approach and are tailored to the needs and expectations of target audiences.
• Lead the creation of marketing campaigns and ensure clear and consistent messaging for all franchisees and their customers.

Customer Engagement & Relationship Management:

• Develop communication strategies aimed at enhancing customer experience and promoting customer loyalty.
• Monitor and analyze customer and franchisees sentiment, identifying opportunities for improvement in messaging and service delivery.
• Work closely with franchise partners to provide communication tools and support that ensure consistency and effectiveness at the local level.

Stakeholder Management:

• Act as the primary liaison between the brand team, marketing department, franchise owners, and other key stakeholders.
• Provide guidance and support to franchisees on brand initiatives, marketing strategies, and customer communications.
• Organize and facilitate brand and communication training sessions for franchisees to ensure consistency in brand representation.

Events Manager:

• Event Planning and Strategy Development: conceptualize events, set event goals, creative direction.
• Budget Management: manage event budget, negotiate contracts, monitor expenses.
• Vendor and Supplier Coordination: identify and select vendors, vendor contracts and agreements, on-site vendor management.
• Event Promotion and Marketing: marketing and communications, promote attendance, create event materials.
• Event Execution: on-site coordination, team management, attendee experience, troubleshooting.
• Post-Event Activities: event evaluation, event reporting, thank you notes and follow-up.
• Risk Management and Compliance: compliance with regulations, risk management.
• Any additional duties needed to help demonstrate our core values, drive our vision, and fulfill our mission.

Demonstrated Competencies:

• Strategic Thinking
• Creativity/Innovation
• Adaptability
• Enthusiasm/Positive Attitude
• Communication
• Relationship Building

Required Qualifications:

• At least 3 years of experience in brand management, marketing, or communications, preferably within a franchise or service-oriented environment.
• Bachelor's degree in Marketing, Communications, Business, or a related field or equivalent experience.
• Strong understanding of brand strategy and communication principles.
• Excellent written and verbal communication skills, with an ability to craft compelling stories and content.
• Ability to collaborate with cross-functional teams and manage multiple projects simultaneously.
• Proficient in digital marketing tools, social media platforms, and content management systems (MailUp, Canva, Adobe Pro, WordPress, …).
• Strong analytical skills to measure and report on campaign effectiveness.
• A customer-centric mindset with a passion for delivering exceptional service experiences.
• Creative and innovative thinker who can drive brand differentiation.
• Detail-oriented with excellent project management skills.
• Strong interpersonal skills with the ability to engage stakeholders at all levels.
• Proactive, results-driven, and able to work in a fast-paced, dynamic environment.

Preferred Qualifications:

• Brand Management, Marketing, or Communications experience within a franchise or service-oriented environment

Physical Demands and Working Conditions

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

This is a full-time position. 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.

An equal opportunity employer.