Digital Engagement Specialist - Americas

Seco Tools

2d • Remote

About The Position

Seco is a global leader in metal cutting solutions, providing advanced technologies and support to manufacturers for over 80 years. With a presence in over 75 countries and approximately 4000 employees, Seco is committed to maximizing customer productivity and profitability. The Digital Engagement Specialist - Americas will be an integral part of a regional team, focused on increasing customer engagement and adoption of digital solutions, and promoting eCommerce platforms. This role aims to drive eCommerce growth by identifying optimal solutions for existing customers and developing strategies to attract and manage new customers digitally. The specialist will collaborate closely with local sales, customer service, sales operations, and marketing teams, as well as global IT & OI. They will serve as the business expert in digital solutions project teams, representing the voice of both internal and external users, and championing digital offerings from a sales and marketing perspective with a focus on growth.

Requirements

• Proven experience in customer engagement or eCommerce.
• Strong understanding of Seco digital tools and platforms.
• Excellent communication and content creation skills.
• Proficient knowledge of IT terminology and interfaces.
• Ability to work collaboratively in a team environment.
• Ability and willingness to develop and exploit strong and productive relationships both inside and outside the organization.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Ability to think creatively and foster innovation and continuous improvement.
• Willingness to embrace cultural differences and diversity, and ability to utilize expertise.
• Excellent listening skills, ability to identify core requirements and prioritize.
• Ability to learn or possess good knowledge of customer-facing roles within B2B.
• Excellent verbal and written English communication skills.
• University degree or equivalent with industry experience > 5 years in digital engagement, eCommerce, or a related field.
• Highly proficient in Microsoft Office 365.
• Experience using digital tools and platforms (CRM systems, analytics tools).

Nice To Haves

• Knowledge of additional languages is highly appreciated.
• Experience in working with digital tools and platforms like MyPages & B2B environment will be an added advantage.

Responsibilities

• Implement and drive the utilization of eCommerce and self-service solutions by external customers and internal users.
• Develop and execute strategies to increase customer adoption and usage of Seco digital solutions.
• Monitor and analyze digital engagement metrics to assess solution effectiveness and identify areas for improvement.
• Communicate updates, changes, and new solutions to internal and external users through various channels (e.g., Microsoft Teams, email campaigns, newsletters).
• Build and maintain customer relationships, working with local sales teams to identify and fulfill customer requirements.
• Collect and analyze customer feedback to understand needs and preferences, reporting this information to the global Digital Sales Team for enhancement of digital solutions.
• Drive new business revenue through B2B channels and implement continuous improvements to boost sales revenue.
• Analyze business plans and collaborate with B2B platforms to implement new strategies in the region.
• Provide continuous feedback to the internal team for ongoing improvements in B2B channels.
• Act as the primary point of contact for the local user community regarding digital solutions and eCommerce, liaising between users and the global IT team.
• Provide training and support to customers on digital solutions through various methods (face-to-face, virtual meetings, webinars) and create training materials (guides, videos).
• Coordinate with IT teams to promptly resolve issues or bugs with digital solutions.
• Stay current with industry trends and best practices in digital engagement and eCommerce, conducting e-commerce benchmarking.

Benefits

• Opportunities for professional and personal development
• A culture rooted in our values: Winning Together, Curiosity, Responsibility and Customer Focus
• Supportive colleagues and a workplace that values diversity, inclusion and different perspectives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees