Marketing Specialist

The Marketing Specialist at New Media Retailer manages relationships with roughly 100 small-business clients from a hybrid home-office setup in Norwich, NY. The role centers on delivering content marketing results, coordinating cross-sell opportunities, and driving account growth through proactive client engagement.

Responsibilities

• Serve as the dedicated channel for approximately 100 small-business accounts.
• Build trust through proactive check-ins, responsive communication, and consistent follow-through.
• Lead annual account reviews to evaluate performance, celebrate wins, and define next steps.
• Maintain a 95%+ retention rate by knowing customers and delivering reliable support.
• Coordinate and implement monthly content updates, including website refreshes, promotional campaigns, and seasonal updates.
• Manage email newsletter execution: confirm monthly e-blast approvals, implement changes, follow up by phone when needed, and ensure on-time delivery of all monthly emails.
• Support client social media on Facebook and Instagram, including custom post requests and content scheduling via the production team.
• Advise clients on effective photos and videos for social and newsletters, coaching them to capture better content from their stores.
• Coordinate Google Business Profile updates and route changes to the appropriate internal team.
• Handle inbound inquiries and triage priorities quickly.
• Share helpful Freshdesk articles and self-service resources where appropriate.
• Route technical issues—catalog/POS integrations, ad campaigns, SEO, accessibility, and website bugs—to the right specialist, then confirm resolution with the customer.
• Identify opportunities to expand each account based on goals and performance.
• Recommend add-on services such as email upgrades, social packages, Google Ads, or additional content support where there is clear value.
• Facilitate cross-sell conversations and hand off to specialists when deeper consultation is required.
• Earn commission on cross-sell activity in addition to base pay and performance bonuses.
• Track and resolve customer issues across the support system, escalating low scores into actionable items for annual reviews.
• Maintain CRM tasks, email follow-ups, and internal meeting schedules.

Requirements

• Background in sales, account management, customer success, or a relationship-driven service role.
• Proven ability to build and manage long-term customer relationships.
• Comfort and confidence on the phone, with a preference for speaking with small business owners.
• Working familiarity with Facebook, Instagram, and email newsletter marketing.
• Strong sense of what makes compelling marketing content, especially photos and short videos for local businesses.
• Organized, detail-oriented, and able to manage a portfolio of accounts without dropping the ball.
• Ability to explain digital tools in clear, friendly language.
• Proactive problem-solver who seeks opportunities, not just tickets to close.

Technologies

• Facebook
• Instagram
• Freshdesk
• Mailchimp
• Constant Contact
• Klaviyo
• Google Business Profile
• Google Ads

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Department

Customer Service

Location

Norwich, NY

Reports To

Chief Customer Officer

Pay

Starting at $18–$20/hour plus performance incentives and cross-sell commission

Schedule

40 hours per week

Work Location

Hybrid remote in Norwich, NY 13815

Compensation & Perks

• Base pay: $18–$20/hour, depending on experience
• Performance bonuses tied to customer successes
• Commission on cross-sell activity
• Annual performance-based raises
• Full-time, 40 hours per week, based in the Norwich, NY office

Nice to Have

• Experience in a digital marketing agency, marketing services, or SaaS environment
• Hands-on use of Mailchimp, Constant Contact, Klaviyo, or similar email platforms
• Familiarity with Google Business Profile, basic SEO, or Google Ads with training available
• Experience working with CRMs and ticketing systems like Freshdesk

Why This Role

You will manage real relationships with real small businesses, seeing the direct impact of your work on their growth, with compensation that scales with client outcomes. If you bring a passion for building customer relationships and want to apply your sales or account management experience in a content-driven setting, this position offers a constructive path. Apply today through Indeed.