Who is Marcus Thomas?

Marcus Thomas, with 220 professionals in its offices in Cleveland and Cincinnati, Ohio; Buenos Aires, Argentina; and Santiago, Chile, is among America’s leading independent, full-service, integrated advertising and marketing communications agencies. With a team of brilliant experts across 16 states and seven countries, we offer a full suite of marketing communications tools, including creative development, media planning/buying, search marketing, digital and web application development, public relations, social media, customer relationship management (CRM)/marketing automation, and many more to support our clients. Our integrated approach has resulted in award-winning campaigns that harmonize all these tools into business-building plans that make a real impact.

We believe in the Value Exchange – earning trust by delivering measurable results and making people’s lives better. Join us in our mission to be the best independent agency to work at and with.

Work Arrangement

This is a hybrid role based in the Greater Cleveland, Ohio, area. Team members are expected to be on-site at least one day per week (specific days may vary based on team or client needs). Additional in-office time may be required for key meetings, training or client events. Outside of those expectations, you’ll have flexibility to work remotely.

The Role

We’re looking for a highly organized and detail-oriented Program Coordinator to join our Player Loyalty and Rewards Services team. In this role, you’ll be at the center of bringing lottery loyalty programs to life, making sure players have a seamless, engaging experience and our clients feel confident in every interaction.

From coordinating drawings and fulfilling prizes, to keeping systems running smoothly and supporting customer service, you’ll play a key part in ensuring our programs operate flawlessly. Your work will help build trust with players, strengthen client relationships and contribute to the success of campaigns that reach thousands.

This is a great opportunity for someone who thrives on organization, problem-solving and working behind the scenes to make sure every detail is right.

Key Responsibilities

• Act as a primary point of contact for client and participant inquiries via phone and email
• Support loyalty program execution, ensuring smooth day-to-day operations
• Coordinate drawing logistics, notify winners and manage prize fulfillment (including shipping and documentation)
• Maintain and update winner information across websites and mobile apps
• Monitor and resolve order or system issues, escalating as needed
• Share program updates and promotions with the client’s call center
• Track catalog product inventory and quality, reporting concerns when necessary
• Manage drawings and catalog items within the content management platform, working with colleagues and vendors to secure assets, update webpages and obtain approvals
• Use platform tools and data to support program reporting and operations 

Content Management System (Management Platform) Maintenance

•  Create and manage drawings within the management platform – work with appropriate colleagues to secure and organize necessary assets, populate drawing webpages, and seek reviews and approvals of content 
• Create and manage catalog items within the management platform – work with approved vendors to secure and organize necessary assets, populate catalog webpages, and seek reviews and approvals of content 
• Utilize various management platform tools to access necessary data to perform program operations 

Standard Qualifications

• Prior experience in customer service or support role (call center, ticketing system or similar)
• Strong time management skills with the ability to handle multiple priorities in a deadline-sensitive environment
• Outstanding organizational skills and extreme attention to detail
• Ability to adapt quickly to changing priorities and last-minute requests
• Initiative to identify problems, investigate solutions and follow through until resolution
• Willingness to learn new processes and systems
• Strong verbal and written communication skills, with a polished, professional presence
• Friendly, approachable and collaborative attitude — with a strong work ethic (and a good sense of humor is a plus)
• Proficiency with Microsoft Suite (Outlook, Excel, Word)
• Experience with a content management system (CMS) is a plus, but not required. 

Marcus Thomas Values

• Inspired Thinking: Ask a better question
• Fun: Make work play
• Accountability: Do what you say
• Respect and Collaboration: Listen as passionately as you speak
• Diversity: Honor different perspectives
• Community: Leave everything a little better than you found it

Reasons You'll Love Working Here

• Long-Term Client Relationships: Our clients stay with us for over 12 years on average, showcasing our commitment and success in serving their needs.
• Award-Winning Projects: Engage in projects that have received industry accolades, contributing to our agency's reputation for excellence.
• Collaborative Culture: Experience genuine appreciation for your contributions, collaborate with talented colleagues, and work with exciting clients.
• Flexible Work Environment: Enjoy a hybrid work model with flexible scheduling, supporting a healthy work-life balance.
• Diversity and Inclusion: Be part of a diverse and inclusive workplace where every voice is valued, fostering creativity and innovation.
• Continuous Learning: Access opportunities for professional growth and development, ensuring your career evolves alongside our organization.

Benefits Highlights:

• Generous Time Off: Take advantage of our flexible time-off policy, with most teammates enjoying 4-6 weeks off per year for vacation and holidays.
• Family-Friendly Policies: Benefit from 12 weeks of 100% fully-paid leave for new parents, supporting your work-life integration.
• Health and Wellness Benefits: Access comprehensive healthcare benefits including medical, dental, and vision plans with discounts. Additional support with short-term and long-term disability benefits, telemedicine and behavioral health care through Teladoc, and access the Calm app. 
• Lifestyle Benefits:  Make the most of our wellness and creative stipend, alongside access to company discount programs offered through our partners and phone plan stipend. 
• Financial Planning Support: Enjoy 401k benefits with contributions from Marcus Thomas, student loan paydown opportunities, and college savings contributions.

Interview Process

Our interview process is designed to help us understand your fit for the role and for you to learn about our agency culture. It usually involves the following steps:

1. Initial Screening
2. Assessment
3. Conversation with Recruiting Team
4. Conversation with Hiring Manager
5. Conversation with Senior Leader

Diversity, Equity & Inclusion

At Marcus Thomas, we believe diversity is a strength and that great ideas come from all backgrounds. We are committed to creating opportunities for talented individuals who have been historically underrepresented in our industry.

We strongly encourage women, people of color, LGBTQIA+ individuals, immigrants, people of any religion or nationality, and people with disabilities to apply.

Our hiring process is equitable, and all qualified candidates will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, or disability status.

We are dedicated to fostering an inclusive culture where all team members can grow, thrive, and do their best work.