Specialist, Digital

Position Title: Digital Specialist 

Location: Oakville, ON.

About Samuel, Son & Co. Ltd.

At Samuel, we believe every team member brings unique and valuable skills, experiences and knowledge to our thriving business – enabling us to build on over 167 years of success in the metals industry. We offer countless opportunities for our team members to develop and grow in their careers, empower them to make decisions on the job and be a part of driving positive change – within our organization and in the communities where we live and work. If you’re seeking an inclusive, supportive and welcoming workplace to make your mark and grow your career, we have the programs, culture and opportunities to make it happen. We’re stronger together.

Here are some of the great benefits that we offer:

• Competitive wage
• Company paid health and dental benefits
• Paid vacation and an annual bonus
• Defined Contribution Pension Plan with company match 
• Opportunity for career stability and growth
• Tuition reimbursement program
• Flexibility with start and end times (depending on circumstances and position)
• Protective personal equipment is provided or cost of purchase is reimbursed
• Affinity group for women (dependent on location)
• On the job training

Responsibilities:

• Oversee all aspects of customer aftercare within our ecommerce and online portal environments, ensuring smooth post-purchase interactions and addressing customer concerns effectively.
• Develop and implement optimization strategies for portals and customer touchpoints, ensuring a seamless user experience that maximizes engagement and retention.
• Manage ecommerce/portal growth and drive strategies to increase user adoption and engagement across all digital channels.
• Focus on retention growth by developing and implementing personalized aftercare programs designed to increase customer retention and lifetime value.
• Manage user experience within our customer portals, optimizing portal functionality to ensure ease of use and drive engagement.
• Implement chatbots and automated messaging systems to provide immediate responses to common queries or issues, enhancing customer support efficiency.
• Utilize customer success software platforms to manage customer interactions, track progress, and measure outcomes effectively.
• Collaborate with internal teams to ensure seamless integration between customer service efforts and digital solutions.
• Stay updated with trends and best practices in ecommerce and online portals to continuously improve our offerings and customer experience. 

Education & Certifications:

• A university or college degree in Marketing, Business, or a equivalent experience
• Certifications in Digital Marketing, E-commerce, or related disciplines are a plus.
• Experience with e-commerce platforms and tools such as Shopify, Klaviyo, etc.

Qualifications:

• Minimum of 3+ years of experience in a customer-facing role within an ecommerce or online portal environment.
• Experience working with ecommerce platforms, particularly Shopify.
• Hands-on experience with customer service platforms, digital tools, and automation.
• Strong understanding of digital solutions, user experience (UX) best practices, and UX optimization strategies.
• Proven ability to manage multiple projects and prioritize tasks effectively in a fast-paced environment.
• Excellent communication skills, with the ability to collaborate across departments and engage with customers.
• Analytical mindset with a passion for data-driven decision-making.
• Self-motivated with a proactive approach to problem-solving and continuous improvement.

At Samuel we believe in a culture of equality. Respect and integrity are at our core. We are committed to building and embracing a diverse workforce and creating an environment that is open and inclusive for everyone.