Marketing CX & Retention Operations Coordinator

Responsibilities

Manage review request workflows and monitoring

Track incoming reviews and flag negative reviews for escalation

Follow up with branches to ensure response compliance

Maintain review SLAs and weekly health reporting

Ensure review requests reference correct locations and services

Manage upsell program within Applause

Manage referral link creation and QA

Update referral offers as directed

Ensure referral landing pages and tracking links are working correctly

Monitor referral activity and surface performance issues

Coordinate with Email/SMS Manager on referral promotions

Manage customer‑specific Shopify links

QA checkout flows and offer paths

Support prepay and promotional offers

Ensure links used in email/SMS and offline campaigns are correct

Identify and Escalate broken paths or friction points

Coordinate with Project Manager on priorities and timelines

Support Email/SMS initiatives with link QA and deployment checks

Assist with customer‑facing operational tasks as needed

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