W. Cliff Masscotte

Leadership & Team Management

• Lead and manage the Franchise marketing team, ensuring alignment with annual sales and marketing objectives.
  Train, coach, and develop marketing staff to meet and exceed sales revenue targets.
• Assign marketing and sales goals to staff, ensuring effective execution within budget.
• Evaluate team performance through regular appraisals, identifying areas for improvement.
  

Marketing Strategy & Execution

• Develop and implement an annual marketing plan to drive brand awareness, customer acquisition, and market expansion.
• Oversee the creation of marketing initiatives, including CE classes, Lunch-and-Learns, and center of influence (COI) activities.

• Establish and monitor revenue, collection, and activity goals to ensure target achievement.
• Manage marketing budget, ensuring proper allocation of resources.
• Develop and execute strategies to meet or exceed annual revenue and activity goals.
  

Customer Satisfaction & Relations

• Monitor customer satisfaction through feedback surveys, follow-up calls, and visits; implement improvements based on feedback.
• Resolve customer complaints promptly to ensure satisfaction and loyalty.
• Maintain relationships with COIs and ensure accurate commission payments for paid jobs.
  

Staff Development & Performance

• Train and mentor marketing representatives (SMRs) to enhance sales, marketing, and customer service skills.
  Monitor sales and marketing activities to ensure goals are met and a diverse client base is developed.
  Supervise administrative tasks, ensuring timely and accurate completion of marketing operations.
  

Technology & Online Presence

• Coordinate and maintain Franchise website content, ensuring it supports marketing efforts and drives business growth.
  

Professional & Personal Development

• Pursue ongoing professional development in marketing, leadership, and SERVPRO®-specific skills.
  Stay current on industry trends to enhance marketing strategies and team performance.
  

Safety & Risk Management

• Ensure compliance with safety and risk management guidelines for marketing team on job sites, in the office, and during travel.
  

• Followed through with leads to close sales over phone, in office and during external consumer engagements.
• Expanded market reach by conducting thorough industry research and identifying potential new clients.
• Developed customized sales presentations for key clients, resulting in increased business partnerships.
• Provided written and oral feedback on market conditions, goal attainment and performance appraisals.

Provided customer service and driving sales in alignment with company goals and policies

• Guided leadership and development of team members- including supporting team communication and delegation of responsibilities
• Conflict management for employee and customer issues/complaints

• Providing customer service and driving sales in alignment with company goals and policies
• Guide leadership and development of team members- including supporting team communication and delegation of responsibilities
• Conflict management for employee and customer issues/complaints
• Controlling and monitoring store expenses, maintaining merchandising standards
• Forklift and Equipment operation
• Completed Management Training (2007)/ Department Management Training (2005)