Marketing & Customer Service Manager

About Us

VI REEL Septic & Excavation Services Inc. is a locally owned company serving Central Vancouver Island with septic installations, pump-outs, inspections, and excavation services. We're known for professionalism, reliability, and quality workmanship - and we're growing

We're looking for a Marketing & Customer Service Manager to strengthen our brand presence, manage customer relationships, and support our continued growth.

About the Job

The Marketing & Customer Service Manager will play a key role in promoting VI REEL's services, managing digital and local marketing campaigns, and ensuring top-quality customer interactions from first contact to post-service follow-up. This role combines hands-on marketing execution with day-to-day customer service leadership in a fast-paced, team-oriented environment.

Responsibilities

Marketing & Brand Management

Develop and implement marketing plans to increase brand visibility and customer engagement across Vancouver Island.

Collaborate with management to manage online presence, including website updates, SEO, Google Business profile, and social media.

Create promotional content, service announcements, and seasonal campaign materials.

Collaborate with management to design advertising strategies (digital ads, flyers, email marketing, etc.).

Monitor and report on marketing campaign performance and customer feedback trends.

Customer Service & Communications

Oversee all inbound customer inquiries, ensuring professional, timely responses.

Coordinate service bookings, estimates, and follow-ups with field technicians and operations staff.

Implement customer satisfaction surveys and track service quality metrics.

Handle complex service inquiries or concerns with professionalism and care.

Train and supervise office or support staff on customer interaction best practices.

Business Development Support

Identify local partnership opportunities with builders, real estate agents, and municipalities.

Participate in community and trade events to strengthen VI REEL's local presence.

Provide insights and data to support management decisions and business strategy.

Other responsibilities

Coordinate sales support activities, including preparing quotes, estimates, and client proposals.

Assist with bookkeeping and accounting tasks, such as data entry, invoice tracking, and payment reconciliation using QuickBooks.

Maintain accurate records of customer accounts and service transactions.

Provide administrative and operational support to management and field teams as needed.

Support continuous improvement by identifying opportunities to streamline office and communication processes.

Qualifications

A master's degree in Marketing, Communications, or Business Administration.

Minimum of 3 years of experience in marketing, customer service, and management - ideally in service industries.

Knowledge of septic and excavation services and familiarity with related field operations and workplace environments are strong assets.

Proficiency in QuickBooks and basic accounting/bookkeeping functions.

Former business owners or individuals with experience managing their own businesses are considered a significant asset, as this role values entrepreneurial thinking, strategic thinking, and self-motivation.

Proficiency with digital marketing tools (Google Ads, Canva, WordPress, etc.)

Excellent communication skills, especially written communications.

Excellent organization and multitasking abilities.

Customer-first attitude with problem-solving and conflict resolution skills.

Local area knowledge is considered an asset, including familiarity with local communities, road networks, and general service areas (e.g., Duncan, Parksville, Qualicum, Gabriola, etc.), as well as an understanding of regional conditions that can affect septic and excavation work (e.g., terrain, soil types, weather, and local permitting processes.)

May have local business or customer connections, which can help with marketing, partnerships, and community engagement.

What We Offer

Long-term incentive opportunity: the successful candidate may earn company shares and profit-sharing benefits based on performance and company growth.

Competitive compensation based on experience.

Opportunity to shape and lead the company's marketing direction.

Supportive, respectful, and team-oriented work culture.

Flexible work schedule and growth potential in a growing company.

How to Apply

Interested candidates are invited to submit a resume and short cover letter outlining relevant experience and why you'd be a great fit for VI REEL to:

Please include "Marketing & Customer Service Manager – Application" in the subject line.

Applications will be reviewed as received. Only shortlisted candidates will be contacted.

Job Types: Full-time, Permanent

Pay: $40,147.14-$90,974.18 per year

Benefits:

• Casual dress
• Employee assistance program
• Employee stock purchase plan
• On-site parking
• Profit sharing

Work Location: In person