Role Overview
As Small Customer Marketing Manager, you will lead the strategy, customer experience, and commercial development of Hilti's Small Customer segment through 2 key channels: ISAM & Hilti Stores, across Latin America.
In this role, you will collaborate closely with Inside Sales, Hilti Stores, Digital Marketing, and regional stakeholders to drive customer growth, increase engagement across channels, and improve the overall customer experience for this strategically important segment. You will act as the key owner of initiatives that help acquire, activate, retain, and develop small customers through an integrated omnichannel approach.
You will work across our 6 MOs, partnering with Team Leaders and frontline teams to ensure effective execution of commercial initiatives, operational standards, lead generation activities, and customer experience strategies that support sustainable business growth.
Key Responsibilities
- Own the commercial and marketing strategy for the Small Customer segment across Latin America.
- Drive customer growth, engagement, and retention through coordinated initiatives involving ISAMs, Hilti Stores, and Digital Marketing.
- Lead customer experience improvement initiatives, including customer journey optimization and NPS-related activities.
- Develop and execute regional campaigns designed to increase customer activity, digital adoption, and business performance.
- Monitor segment performance, customer trends, leads, and key business KPIs to identify opportunities for growth and continuous improvement.
- Partner with Sales team members and Team Leaders to support the effective execution of customer development activities and operational standards.
- Conduct call rides, coaching, and training activities to ensure successful implementation of commercial initiatives.
- Collaborate with Digital Marketing teams to support customer acquisition, activation, and engagement programs.
- Act as the key regional stakeholder connecting customer needs, commercial priorities, and marketing initiatives.
- Contribute to the continuous evolution of Hilti's Small Customer strategy and customer experience model.
Requirements
- Fluent English and Spanish (spoken and written)- mandatory.
- Bachelor's degree in business administration, Marketing, Industrial Engineering, Economics, Commercial Engineering, or a related field.
- 3–5+ years of experience in one or more of the following areas:
- Sales or Account Management.
- Marketing.
- Commercial Excellence & customer experience
- Channel Management.
- Strong understanding of customer segmentation, commercial strategies, and customer development processes.
- Strong communication and influencing skills.
- Strategic mindset.
- Excellent stakeholder management capabilities.
- Strong analytical and problem-solving skills.
- Leadership mindset with the ability to coach and develop others.
Internal Application Requirements
- Last MyC rating of Strong or Outstanding.
- Minimum of 2 years in your current position.
- Notify your current Team Leader & HRBP about your application.
Why Apply?
This role offers a unique opportunity to shape the future of Hilti's Small Customer segment across Latin America. You will work at the intersection of Sales, Marketing, Customer Experience, and Digital, influencing regional strategy while collaborating with stakeholders across multiple countries.
