Marketing & Membership Support Coordinator

Company Overview:

 Caliber Car Wash was founded in 2018 in Atlanta, GA. The goal of the founders was to build a “best in class” car wash company with a focus on improving the customer experience. Today, the company operates with 50 locations throughout the southeast and Texas. The company has a projected growth to 100 sites in 3 years! Caliber is dedicated to the communities they serve through superior customer service. If you are a solutions-oriented, proactive, service industry leader seeking an opportunity with a growing organization that cares about its people; we need to talk!”

Job Description:

The Marketing & Membership Support Coordinator is responsible for executing a range of marketing and membership management tasks across multiple channels. This role combines support for local store marketing initiatives, member engagement, and customer service for memberships, with a strong focus on retention, promotional offers, and performance tracking. The ideal candidate will have experience in customer service, marketing campaigns, POS system management, reputation management, and reporting, with a passion for providing exceptional service and enhancing member experiences.

Key Responsibilities:

Reputation Management:

• Manage and monitor the company's online reputation across multiple review platforms (Google, Yelp, Trustpilot) and social media channels (Facebook, Instagram, etc.).
• Respond to customer reviews and feedback, ensuring timely and professional communication to resolve issues or concerns.
• Proactively engage with customers on social media and review sites to encourage positive feedback and address any negative reviews or comments.
• Work closely with the marketing team to develop strategies for improving the company’s online reputation and member satisfaction.

Customer Retention & Membership Support:

• Address and resolve customer inquiries related to memberships, including billing discrepancies, service access issues, and account management.
• Provide clear, accurate, and timely information regarding membership details.
• Follow up with members to ensure issues are resolved to their satisfaction.
• Manage and report to site managers on customer disputes related to customer service platform, Zendesk.
• Manage chargebacks in a timely and professional manner.
• Monitor membership cancellation requests and identify common reasons for discontinuation.
• Gather feedback and provide actionable insights to improve service and reduce churn.
• Analyze feedback to continuously improve membership services and offerings.

Local Store Marketing Support:

• Order and email introductory flyers to customers and stakeholders.
• Manage and process fundraiser requests submitted via online forms.
• Obtain necessary accounting documentation for fundraising events.
• Determine event dates and schedules for local promotions.
• Create and test fundraiser items in the backend of the website.
• Design, create, and distribute digital event flyers with proper backend code integration.
• Create retail codes in the POS system for local promotional offers and free upgrades.
• Create and schedule email/text campaigns for local retail promotions, upgrades, and member offers.
• Manage social media events on Facebook and Instagram.
• Produce onsite signage for events or promotions.
• Track and report on the performance of events post-launch.
• Calculate and ensure accurate payments to organizations involved in fundraisers.
• Request and confirm payments to external organizations.

Reporting and Analysis:

• Prepare and present regular reports on membership trends, issues, and opportunities for improvement.
• Collaborate with the Finance/Accounting teams to reconcile chargeback transactions and maintain accurate records.

Qualifications:

• High school diploma or equivalent (Bachelor degree in Marketing a plus).
• Proven experience in marketing, reputation management, and handling chargebacks, preferably in a subscription-based or retail environment.
• Proficient in POS systems, CRM platforms (Rinsed), and Microsoft Office suite (Outlook, Excel).
• Proficient in design platforms, such as Canva.
• Exceptional communication skills, both verbal and written, with a customer-first mindset.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Detail-oriented with strong problem-solving and critical thinking skills.
• Experience with reputation management platforms (e.g., Sprout Social, Yext) is a plus.

Caliber Car Wash provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or genetics. In addition to federal law requirements, Caliber Car Wash complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.