Director of Customer Experience & Marketing

About Us

Cool Cat Fence, a division of Inline Fence LLC, is a fast-growing leader in premium fencing solutions—combining expert craftsmanship, bold branding, and best-in-class customer service. Headquartered in Tukwila, WA, we’re redefining what it means to deliver a modern, five-star experience in the home services industry. As we continue to scale, we’re looking for a passionate, driven leader to take ownership of both our Customer Experience and Marketing departments.

Position Summary

We’re seeking a Director of Customer Experience & Marketing — a people-loving, brand-building powerhouse who can inspire teams, strengthen systems, and shape how customers experience our brand from first touchpoint to final follow-up.
This role blends strategic marketing leadership with hands-on customer service management. You’ll oversee everything from marketing campaigns and brand storytelling to customer communication, satisfaction, and retention.

What You’ll Be Responsible ForCustomer Experience Leadership

• Lead and grow a high-performing customer experience team that’s energized, accountable, and solutions-driven.
• Create and uphold a five-star service culture where every customer feels heard, supported, and cared for.
• Handle escalations with calm authority—bringing clarity, confidence, and resolution to complex situations.
• Develop, document, and implement clear SOPs to streamline operations and maintain high standards.
• Build systems that improve communication, reduce friction, and enhance the overall customer journey.
• Partner closely with Sales and Operations to ensure a seamless handoff from lead to installation.
• Produce weekly department reports and performance metrics for leadership review.
• Drive continuous improvement through data analysis, feedback, and proactive change management.

Marketing Strategy & Execution

• Develop and execute comprehensive marketing strategies that drive awareness, generate leads, and support sales growth.
• Manage all digital marketing channels, including Google Ads, SEO, email campaigns, and social media.
• Oversee creative content development for digital and print campaigns, ensuring consistent brand voice and visuals.
• Analyze marketing and customer data to identify trends, optimize strategies, and measure ROI.
• Collaborate with vendors, designers, and internal teams to bring campaigns to life.
• Stay current with home service industry trends and competitor activity to keep Cool Cat Fence ahead of the curve.

Who You Are

• 5+ years of leadership experience in customer service, marketing, or home services (fencing/contracting experience a plus).
• A proactive problem-solver who takes ownership, acts fast, and follows through.
• Experienced in managing and motivating teams across multiple locations or time zones.
• Creative and data-driven—you understand both storytelling and strategy.
• Confident handling high-pressure situations and resolving customer issues with professionalism.
• Skilled in digital marketing tools, CRM systems (ServiceTitan experience is a major plus), and data reporting.
• Strong communicator—both in writing and verbally—with an ability to lead through clarity and structure.
• High energy, positive attitude, and strong moral compass—your tone sets the tone for the team.

Why You’ll Love This Role

• Real ownership—you’ll shape both the customer experience and marketing direction of a fast-growing brand.
• Join a team that values high standards, creative thinking, and continuous growth.
• Make a measurable impact—on our customers, our culture, and our company trajectory.
• Enjoy flexibility, leadership trust, and a supportive environment that prioritizes results over clock-watching.

What You’ll Get From Us

• Competitive salary: $80,000 – $110,000 annually, depending on experience.
• Paid holidays, vacation time, and flexibility where it counts.
• A creative, collaborative workspace with a fast-moving, no-nonsense team.
• A clear lane for growth and a leadership seat at the table—you’re not here to fill a role; you’re here to own it.

The Bottom Line

If you’re someone who thrives on building strong teams, crafting powerful marketing, and creating unforgettable customer experiences, this is your chance to lead both sides of the brand that’s changing the fence game.

We’re not just looking for a manager—we’re looking for a leader who can elevate our customer experience and marketing strategy to the next level.

Sound like you? Let’s talk.

Job Type: Full-time

Pay: $80,000.00 - $120,000.00 per year

Experience:

• Customer Service Management: 2 years (Required)
• Marketing: 2 years (Required)

Work Location: In person