The Omnichannel Marketing Manager will serve as a key partner to our Home Instead franchise network, driving the development and execution of digital strategies to increase customer acquisition, improve client consultation experiences, customer engagement and retention, and enhance overall marketing performance. This role will optimize omnichannel campaigns across multiple platforms (website, social media, email, paid media, and CRM) to create a seamless customer experience.

In addition to providing direct support to franchise owners, the manager will oversee the intake and prioritization of incoming digital marketing requests, establishing efficient processes to ensure timely responses and resolutions. The role will also include setting up and managing standard operating procedures (SOPs), developing training programs, and empowering both marketing support and IT teams to deliver consistent support to franchise offices.

The ideal candidate combines strong strategic thinking, operational expertise, and a deep understanding of omnichannel marketing, with a proven ability to foster collaboration and implement data-driven solutions that drive client retention and growth.

Key Responsibilities:

• Strategic Support for Franchise Owners:
• Provide digital marketing strategies to improve lead generation, client engagement, and retention across franchise offices.
• Consult with franchise owners to develop personalized omnichannel campaigns, including website optimization, social media, search engine marketing (SEM), email marketing, and more.
• Customer Journey Optimization:
• Analyze and optimize customer touchpoints to improve the overall client experience across all channels.
• Collaborate with cross-functional teams, including performance marketing, sales, design, and content to execute customer experience tactics that improve business outcomes and customer experience.
• Develop retention initiatives and segmentation strategies to increase client loyalty and engagement.
• Report on key metrics and trends to support performance insights to support ongoing business initiatives.  
• Request Management and Support:
• Serve as the primary contact for franchise digital marketing requests and needs.
• Prioritize and manage all incoming marketing support inquiries, ensuring timely and effective resolution.
• Identify trends in franchise inquiries to proactively develop resources and solutions.
• Omnichannel Campaign Execution:
• Design and implement seamless marketing strategies across multiple channels to ensure a unified brand experience.
• Leverage tools like CRM, marketing automation, and data platforms to track and deliver personalized marketing messages.
• Retention Marketing Strategy:
• Develop and execute campaigns focused on client retention, reducing churn, and increasing lifetime value (LTV).
• Implement client feedback mechanisms to gather insights for continuous improvement.
• Operational Efficiency:
• Develop, document, and implement standard operating procedures (SOPs) to streamline the intake and resolution of franchise requests.
• Collaborate with cross-functional teams, including marketing support and IT, to ensure franchise owners receive consistent and quality assistance.
• Training and Development:
• Lead training sessions for marketing support, franchise support, and IT teams to enhance their ability to handle digital marketing-related questions.
• Create educational materials and training guides to support ongoing professional development.

Qualifications:

• Bachelor’s degree in Marketing, Business, Communications, or a related field.
• 5+ years of experience in digital marketing, marketing operations, or omnichannel campaign management.
• Experience working with or supporting a franchise or multi-location business model preferred.
• Strong understanding of digital marketing tactics, including SEO/SEM, social media, email marketing, paid media, and CRM systems.
• Ability to use data and analytics to communicate omnichannel performance
• Excellent project management skills, with the ability to manage multiple requests and priorities simultaneously.
• Strong communication and relationship-building skills, with experience in client or stakeholder support.
• Proficiency with marketing tools such as Google Analytics, CRM platforms, and marketing automation software.
• Experience developing SOPs and leading team training initiatives is a plus.