Marketing & Business Development Specialist

Monroe Restoration

United States, Indiana, Elkhart

On-site · Hybrid · Full-time

Role Purpose

The Marketing & Business Development Specialist (MBDS) is an execution-focused growth role responsible for generating and sourcing referral-based and outbound opportunities that support predictable revenue growth. This role is accountable for generating calls and creating opportunities in the system—not for selling, closing, or managing jobs.

The role is designed to:

  • Execute front-end growth activities in alignment with the EOS Vision, V/TO™, and Monroe Way.
  • Build and protect high-trust referral and community relationships.
  • Support multiple customers within the Monroe ecosystem, including homeowners and insurance representatives.
  • Feed a healthy, qualified pipeline into the centralized sales and estimating system for Customer Experience Managers.
  • Support the Sales & Marketing Operations Manager by owning defined execution lanes, not strategy.

Seat on the EOS Accountability Chart

  • Function: Sales & Marketing Operations (execution seat)
  • Reports to: Sales & Marketing Operations Manager
  • Works cross-functionally with: Customer Experience Managers, Centralized Estimating, Operations Leadership, and community and referral partners
  • This is not a Leadership Team seat.

Core Accountabilities

  1. Referral & Relationship Development (Primary Accountability)
    • Build, maintain, and grow referral relationships with insurance agents and adjusters; property managers and HOAs; commercial and community partners; and, where relevant to the market, fire departments and emergency response partners.
    • Serve as a primary relationship owner for insurance and referral partners, aligning partner expectations with the Monroe Proven Process.
    • Maintain a disciplined referral contact rhythm through route stops, meetings, and follow-ups.
    • Represent the ServiceMaster by Monroe Restoration brand professionally at networking events, community functions, and sponsorships.
    • Support referral partners by keeping them informed and confident in Monroe's ability to serve their insureds and clients.
    • This accountability supports long-term revenue stability, partner trust, and insurance-driven opportunity flow.
  2. Lead Generation & Opportunity Development
    • Generate qualified leads and opportunities through outbound activity, referral engagement, and community presence. Qualified opportunities follow lead standards approved by the Sales & Marketing Operations Manager (SMOM) and are accepted by a Customer Experience Manager.
    • Create opportunities for Customer Experience Managers.
    • Qualify opportunities according to defined lead standards before handoff.
    • Log, track, and stage all opportunities in the CRM.
    • Make a timely, complete handoff to the assigned Customer Experience Manager for inspection, sale, and close.
  3. Marketing Execution & Local Market Activation
    • Execute SMOM-approved marketing campaigns and initiatives at the market level.
    • Support grassroots agency and community marketing; events, sponsorships, and local brand visibility; and assigned digital and referral-driven campaigns.
    • Maintain brand consistency and Monroe Way messaging in all outward-facing activity.
    • Provide the SMOM with feedback on market response, effectiveness, and opportunities.
  4. CRM Discipline & EOS Execution
    • Maintain accurate, timely CRM documentation for referral contacts, activities and touchpoints, opportunities, and outcomes.
    • Own assigned scorecard numbers, Rocks, and To-Dos.
    • Participate in Sales & Marketing Sub-Level 10 meetings.
    • Identify issues early and raise them using EOS IDS.
  5. Cross-Functional Collaboration & Shared Customer Experience
    • Collaborate with Customer Experience Managers to deliver a unified experience for both customer types.
    • Role clarity: The MBDS owns ongoing relationship management and communication with insurance agents, adjusters, and referral partners. Customer Experience Managers own selling, closing, direct communication, expectation-setting, and overall experience management for the homeowner or property owner.
    • Keep referral partners informed about status, process milestones, and general progress without interfering in sales conversations or job execution. Escalate scope, pricing, or execution disputes to the Customer Experience Manager or SMOM; do not commit the company or alter approved processes.
    • Align messaging so referral partners and end users receive consistent, accurate information.
    • Ensure referral partner communication reinforces, rather than replaces, the Customer Experience Manager's ownership of the opportunity and customer.
    • Maintain a company-first mindset and avoid overpromising or bypassing processes.
    • Protect Operations by ensuring only qualified, documented opportunities move forward.

Scorecard

The MBDS owns an EOS scorecard of leading indicators for opportunity creation, referral partner trust, and clean handoffs, along with lagging indicators that validate effectiveness. Metrics are reviewed weekly in Sub-Level 10 meetings and refined as the organization scales. The MBDS is accountable for explaining missed targets and proposing corrective action during these meetings.

  • Leading indicators (behavior and capacity):
    • Referral and partner touches completed
    • Active referral partners engaged
    • Qualified opportunities created with CRM activity and data compliance of at least 95%
    • Percentage of MBDS-generated opportunities rejected by Customer Experience Managers
  • Lagging indicators (outcome validation):
    • Percentage of opportunities converted to inspections
    • Revenue influenced (attribution-based, not quota-based)
    • Referral partner retention and repeat referral rate
    • Campaign effectiveness, as assigned by the SMOM

Working Conditions & Physical Requirements

  • Office-based, with frequent local travel for partner meetings, events, and community engagement.
  • Occasional after-hours or weekend attendance for networking events or emergency partner support.
  • Must be able to sit, stand, walk, and drive for extended periods.

Qualifications

  • Required:
    • Experience in B2B sales, marketing, or business development; service industry experience preferred.
    • Strong relationship-building and communication skills.
    • Strong CRM discipline and follow-through.
    • Ability to work independently within a clear structure.
    • Alignment with Monroe Core Values.
  • Preferred:
    • Restoration, construction, or insurance-adjacent experience.
    • Experience working in EOS-run organizations.
    • Community-based or referral-driven sales background.

Success Profile (GWC)

  • Gets It: Understands that disciplined relationships and processes drive predictable growth.
  • Wants It: Energized by outreach, community presence, and owning results.
  • Capacity: Able to manage multiple relationships and priorities effectively.

Summary

The Marketing & Business Development Specialist fuels the front end of the business by strengthening relationships, generating qualified opportunities, and protecting the ServiceMaster by Monroe brand as the company scales.