Marketing and Customer Journey Manager

Martinez Tool Company, a Hultafors Group North America Company, is a leading manufacturer of premium hammers and construction tools for professional use with an online channel focus. We are seeking a dynamic and experienced Marketing and Customer Journey Manager to join our team and help drive high growth and best-in-class customer experience for this exciting brand. This role will be responsible for developing marketing strategies through the creation of marketing materials and innovative digital content. To ensure we deliver an end-to-end premium customer experience this person will develop the customer journey and provide customer service on orders, invoicing, claims and warranties. The ideal candidate will have a strong background in marketing, preferably within an e-commerce business model, and a passion for delivering exceptional customer experiences.

The role will initially work closely with the founding family of Martinez Tool Company and an important part of the role in the first year will be to support the integration with Hultafors Group North America, including to create and document processes that support a best-in-class customer journey.

Responsibilities:

• Marketing Material Development:

• Conduct market research and analysis to identify new opportunities and stay updated with industry trends to ensure Martinez Tool Company can continue to be in the forefront of the industry.
• Develop marketing strategies and plans to promote our products and increase brand awareness.
• Create engaging and innovative marketing materials, including brochures, catalogs, product descriptions, sales presentations while creating and refreshing a library of assets.
• Collaborate with the design team to ensure visually appealing and consistent branding across all marketing materials.
• Engage with brand end-users to implement feedback, design marketing initiatives, and grow brand awareness

2. Digital Content Creation:

• Develop and implement a content marketing strategy to drive traffic, engagement, and conversions.
• Manage and maintain our company website, ensuring it reflects the latest products, promotions, and brand messaging.
• Produce compelling written and visual content for various digital platforms, including social media, blogs, email newsletters, and online advertisements.
• Monitor and analyze the performance of digital campaigns and make data-driven recommendations for optimization.

3. Premium Customer Journey:

• Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience.
• Provide exceptional customer service by promptly and professionally responding to customer inquiries and concerns related to orders, invoicing, claims, and warranties.
• Work closely with internal departments, such as sales and operations, to ensure smooth order processing and timely delivery. 4.

4. Collaboration and Reporting:

• Collaborate with cross-functional teams, including sales, product development, and operations, to align marketing efforts with business objectives.
• Coordinate with external agencies or vendors for marketing initiatives, if required.
• Track and report on marketing campaign performance, customer service metrics, and customer feedback to measure the effectiveness of strategies and identify areas for improvement.

Requirements:

• Bachelor's degree in marketing, Business Administration, or a related field. A relevant master's degree is a plus.
• Proven experience in online marketing, digital content creation, and customer service management.
• Excellent written and verbal communication skills, with the ability to create compelling and engaging content.
• Strong knowledge of digital marketing platforms, tools, and techniques.
• Proficient in using content management systems (CMS), social media management tools, and email marketing software. This includes experience with Instagram, TikTok, Twitter, Facebook, YouTube, and emerging social media platforms.
• Ability to work collaboratively in a team environment and build positive relationships with internal and external stakeholders.
• Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously and meet deadlines.
• Proficiency in data analysis and reporting tools to track campaign performance and customer satisfaction metrics.
• Some travel may be required.

Joining Martinez Tool Company as a Marketing and Customer Journey Manager offers an exciting opportunity to contribute to the growth and success of a leading brand in the industry. If you are a self-motivated and customer-centric professional with a passion for marketing and providing outstanding customer service, we would love to hear from you.