Digital & Customer Experience Manager

ABOUT US

TW Metals, LLC is a leading global distributor of Specialty Metals. We stock and process tube, pipe, bar, extrusions, sheet and plate in stainless, aluminum, nickel, titanium, carbon and alloy.

As a global organization, we have over 30 stocking locations in North America, Europe, Mexico and Asia. TW Metals stands for integrity, respect for the individual, commitment, customer satisfaction and continuous improvement.

https : / / www.twmetals.com /

ABOUT THE ROLE

The Digital Marketing and Customer Experience Manager will be responsible for leading our digital customer experience. This role will focus on optimizing the customer journey by analyzing user behavior, gathering customer feedback, and implementing improvements to ensure a seamless and satisfying experience.

Ultimately, they will be responsible for driving and measuring sales growth through our various digital platforms. While this position is posted in Carol Stream,IL and Exton,PA we may be open to remote candidates.

RESPONSIBILITIES

• Plan, execute, and monitor digital marketing campaigns across various platforms, such as email, web, SEO, SEM, social media, and video.
• Lead and oversee our online platforms including twmetals.com, TW direct, and our customer specific portals. Increase digital adoption for new and existing customers, while lowering our cost to serve.
• Analyze and report on the performance and ROI of digital marketing activities, using tools such as Google Analytics, HubSpot, and Salesforce.
• Manage and optimize our website and landing pages, ensuring they are user-friendly, engaging, and aligned with our brand identity and value proposition.
• Create and curate high-quality content that showcases our products, services, and expertise in the specialty metals market, such as blog posts, case studies, white papers, infographics, and webinars.
• Develop and implement customer experience strategies that enhance customer satisfaction, loyalty, and advocacy, using tools such as surveys, feedback forms, and chatbots.
• Identify and segment customer personas and journeys, and tailor digital marketing and customer experience initiatives accordingly.
• Collaborate with internal and external stakeholders, such as sales, supply chain, engineering, design, and vendors, to ensure alignment and consistency of digital marketing and customer experience goals and activities.
• Stay updated on the latest trends, best practices, and technologies in digital marketing and customer experience, and recommend new and innovative ways to improve our online presence and engagement.

CANDIDATE QUALIFICATIONS

• Bachelor's degree in marketing, communications, business, or a related field.
• 10 years of proven experience in digital marketing and customer experience, preferably in the specialty metals or B2B industrial market.
• Proficient in digital marketing and customer experience tools and platforms, such as Google Analytics, HubSpot, Salesforce, WordPress, Mailchimp, etc.
• Excellent communication, writing, and presentation skills, with the ability to create and deliver compelling and persuasive content for various audiences and channels.
• Strong analytical, problem-solving, and decision-making skills, with the ability to measure and optimize the effectiveness and impact of digital marketing and customer experience initiatives.
• Creative, innovative, and customer-centric mindset, with the ability to generate and implement new and original ideas that enhance our online presence and engagement.
• Team player, with the ability to collaborate and coordinate with cross-functional teams and external partners.
• Self-motivated, organized, and detail-oriented, with the ability to manage multiple projects and deadlines in a fast-paced environment.

OUR COMMITMENT TO YOU

We offer a full comprehensive benefits program which includes : medical, dental, vision, company paid life- insurance, short and long-term disability, paid vacation, PTO, 401(k), tuition reimbursement among other competitive benefits.

TW Metals, LLC. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment regardless of race, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status.

TW Metals is also committed to complying with all fair employment practices regarding citizenship and immigration status.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)