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.

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.

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

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:

• Initial Screening
• Assessment
• Conversation with Recruiting Team
• Conversation with Hiring Manager
• Conversation with Senior Leade