Director of customer service Jobs in Plano, TX

Director, Marketing & Communications

The Director, Marketing & Communications is responsible for leading Knight's enterprise marketing, brand, and communications strategy across all locations and business functions. Reporting to the Chief Revenue Officer, this role will build and execute an integrated approach that strengthens the Knight brand, supports revenue growth, improves the customer and candidate experience, and creates consistent communication across the organization.

The Director will oversee all marketing channels and resources, including the company website, marketing hub, digital presence, trade shows, events, collateral, brand standards, and location-specific marketing needs.

This role will also lead internal and external communications, partnering closely with the CEO, CRO, CHRO, and senior leadership to ensure important messages are clear, consistent, timely, and aligned with Knight's business strategy.

A critical component of the role will be connecting the external brand promise with the internal team member experience - beginning with how candidates experience Knight and continuing through onboarding, enterprise communications, and key team member moments.

Marketing Strategy & Brand Leadership

• Develop and execute an enterprise-wide marketing strategy aligned with Knight's growth and revenue objectives.
• Lead marketing efforts across all Knight locations while ensuring consistency in brand, messaging, and customer experience.
• Establish and maintain brand standards across digital, print, field, sales, and corporate communications.
• Partner with the CRO and Sales organization to develop marketing strategies and materials that support customer acquisition, relationship development, and revenue growth.
• Develop scalable marketing tools and resources that enable local teams to execute effectively while maintaining enterprise brand standards.
• Manage external marketing partners, agencies, vendors, and resources as appropriate.

Digital Marketing & Marketing Hub

• Own the strategy, content, performance, and ongoing development of the company website.
• Lead the development and management of Knight's marketing hub, ensuring teams have easy access to current, approved marketing materials and resources.
• Oversee digital marketing channels and campaigns that strengthen brand awareness and support business development.
• Establish processes for creating, approving, maintaining, and retiring marketing materials.
• Use data and analytics to measure marketing effectiveness and continuously improve performance.

Trade Shows, Events & Field Marketing

• Lead the strategy, planning, coordination, and execution of trade shows, conferences, customer events, and other key industry events.
• Manage event logistics including registration, booth design and setup, marketing materials, promotional items, messaging, and on-site support.
• Partner with Sales and Operations leaders to prioritize events based on customer opportunity, market needs, and business impact.
• Create repeatable processes and standards for trade show and event execution across the organization.
• Evaluate event effectiveness and return on investment.

Internal & External Communications

• Develop and execute an integrated internal and external communications strategy.
• Ensure enterprise communications are clear, consistent, timely, and reflective of Knight's brand and culture.
• Draft and coordinate communications for significant company announcements, organizational changes, business milestones, leadership updates, and other enterprise priorities.
• Support external communications including media, public relations, customer communications, community engagement, and company announcements.
• Maintain communication standards and processes that enable leaders to communicate effectively across the organization.

CEO & Enterprise Communications

• Serve as a key communications partner to the CEO for enterprise-wide messaging.
• Support the development of CEO communications, talking points, presentations, announcements, and leadership messages.
• Lead the planning and communications support for company All Hands meetings and other critical enterprise meetings.
• Coordinate meeting content, presentations, speakers, messaging, logistics, and supporting materials in partnership with executive leadership.
• Help translate business strategy and leadership priorities into communications that are relevant and understandable to team members.
• Establish an enterprise communication calendar to create greater visibility, coordination, and consistency.

Candidate & Team Member Experience

• Partner closely with the CHRO and HR organization to create a consistent and compelling experience throughout the team member journey.
• Help define and strengthen the Knight candidate experience, ensuring the company's employment brand and candidate-facing materials reflect the culture and experience Knight wants to create.
• Develop recruiting and employer-brand materials that help attract the right talent and clearly communicate Knight's employee value proposition.
• Partner with HR to design and enhance key onboarding communications and experiences for new team members.
• Ensure the brand experience candidates encounter during recruitment carries forward into onboarding and their experience as a Knight team member.
• Support key culture, recognition, engagement, and team member initiatives through thoughtful communication and storytelling.

Cross-Functional Partnership

• Serve as a strategic partner to the CRO, CEO, CHRO, Operations, Sales, and other senior leaders.
• Build strong relationships with leaders across Knight's locations to understand local marketing and communication needs.
• Create alignment between Sales, Operations, HR, and Marketing around the Knight brand and business priorities.
• Balance enterprise consistency with the unique needs of individual markets and locations.
• Proactively identify communication gaps, brand inconsistencies, and opportunities to improve the customer and team member experience.

Leadership Expectations

• Think strategically while maintaining strong execution discipline.
• Operate as a steward of the Knight brand across every audience and touchpoint.
• Translate complex business information into clear, compelling communications.
• Demonstrate strong executive presence and sound judgment.
• Build trusted partnerships with senior leaders and teams across the organization.
• Operate with urgency, creativity, discretion, and attention to detail.
• Bring structure and consistency to marketing and communications while remaining responsive to business needs.
• Understand that brand is not simply what Knight communicates externally - it is the experience created for customers, candidates, and team members.

Qualifications

• Bachelor's degree in Marketing, Communications, Public Relations, Business, or related field preferred.
• 8+ years of progressive experience in marketing, corporate communications, brand management, or related disciplines.
• Previous experience leading marketing and communications across multiple locations, markets, or business units strongly preferred.
• Demonstrated experience developing executive and enterprise communications.
• Experience managing websites, digital marketing, events, trade shows, and marketing collateral.
• Strong writing, editing, presentation, and storytelling capabilities.
• Experience partnering with Sales, Operations, HR, and executive leadership.
• Demonstrated ability to manage multiple high-priority initiatives simultaneously.
• Strong project management and organizational capabilities.
• Ability to influence and drive alignment across functions without relying solely on formal authority.
• Experience managing external agencies, vendors, and marketing budgets preferred.

Success in the Role

Success will be measured by the Director's ability to create a consistent, compelling, and scalable Knight brand experience across locations and audiences.

The successful leader will strengthen the connection between Marketing, Sales, Operations, HR, and executive leadership; improve the effectiveness of internal and external communications; enable local markets with better marketing tools; and ensure Knight presents one clear and compelling brand - from the first candidate interaction to the team member experience to the customer relationship.