Digital Specialist

Wahl Clipper Corporation is a global leader in the design, manufacture, and distribution of professional and consumer clippers, trimmers, shavers, and personal care devices. Wahl employs approximately 3,300 employees worldwide, with products sold in more than 165 countries. As a family‑run organization with over 100 years of innovation, Wahl remains committed to quality, craftsmanship, and long‑term career development.

Wahl Canada is a medium‑sized Canadian organization with a strong culture built on respect, collaboration, and performance excellence. We take pride in fostering an environment where employees can build meaningful careers while contributing to business growth.

Reporting to the Head of Product and Marketing, the Digital Specialist supports the growth of Wahl Canada’s eCommerce business by managing key components of the digital customer experience across multiple platforms. This role focuses on digital platform support, reputation management, case workflow coordination, and cross‑functional issue resolution, using customer insights to improve processes, content, and service outcomes.

The Digital Specialist works closely with Marketing, Operations, Finance, and external partners to ensure consistent, efficient, and brand‑aligned digital experiences.

• Monitor, respond to, and escalate customer reviews across platforms, including Bazaarvoice, Google, Sprout Social, Direct‑to‑Consumer (DTC), B2B portals, and Amazon.
• Ensure responses align with brand voice and service guidelines while protecting brand reputation.
• Identify trends, recurring issues, and improvement opportunities and share insights with internal stakeholders.

• Manage customer cases submitted through DTC, B2B, and marketplace platforms using established workflows and brand standards.
• Resolve routine inquiries using approved tools and resources; accelerate complex or non‑standard cases to the appropriate functional owners.
• Analyze common drivers of contact and collaborate with internal teams to improve content, policies, and self‑serve solutions.

• Log and track customer interactions and cases within Hub Spot.
• Maintain accurate customer and contact records.
• Create, manage, and update tickets to support timely resolution and reporting.
• Produce basic reports to support digital customer experience insights and analysis.
• Oversee the intake and tracking of returns and repair cases through established workflows and partnered service providers.
• Maintain documentation accuracy and coordinate handoffs with internal teams and third‑party partners to support on‑time outcomes.
• Provide structured, process‑based updates through approved digital channels and accelerate exceptions as required.

• Administer employee purchase programs through approved eCommerce tools, including eligibility validation and policy‑based discount application.
• Coordinate exceptions, issue resolution, and reconciliation with internal stakeholders as needed.
• Document trends and recommend process improvements to enhance efficiency and reduce manual handling.

• Monitor and triage incoming messages across digital and marketplace platforms.
• Ensure proper categorization, routing, and follow‑up aligned with service standards.
• Identify recurring service gaps and recommend digital content or workflow enhancements.

• Bachelor’s degree in Marketing, Business, or a related field.
• 2+ years of experience in digital marketing, eCommerce operations, digital customer experience, or a related role.
• Experience supporting B2C and/or B2B customers through digital platforms or marketplace environments.
• Familiarity with CRM systems, preferably Hub Spot.
• Strong written and verbal communication skills.
• Ability to manage multiple platforms, priorities, and workflows in a fast‑paced environment.
• Strong attention to detail and problem‑solving skills.
• Collaborative mindset and ability to work cross‑functionally.

• Salary range: $50,000 – $70,000, plus bonus eligibility, benefits, and Group Registered Retirement Savings Plan (GRRSP).