Digital Learning amp Engagement Team Lead

Working at Mercell

Mercell is an industry leading software companycreated in1999with the mission toreimagine tendering and unlock business opportunities.Mercell makes big scale buying easy strategic sourcing simple and monitorsthe tender market for companies so they can grow their market share. We supporta diverse customer base of30.000 buyers and suppliersacross geographies industries and sizes.Its a great time to join us and shape the future ofMercell as werevolutionize the world of tender management.

Our culture is based on the Mercellian Spirit of continuous growth curiosity trust and courage. You will work in a dynamic internationalenvironment with ambitious and dedicated colleagues who are passionate about what they do supported to be themselves and together create real value for the society.

Your Mission

Join Mercell as the Digital Learning & Engagement Team Lead and take the helm of our dynamic team where innovation communication and learning converge to propel our company forward. You will lead initiatives that empower both our teams and customers to effectively leverage selfservice tools and engage with a vibrant learning platform and community. Your role is pivotal in fostering a collaborative digital environment that drives adoption proficiency and innovation across our solutions.

In the team you will have Learning and Development (L&D) Specialists working with eLearning a Community Manager a Knowledge Centered Services (KCS) Manager and an Instructional Design Specialist. All working digital and proactively with Customer Service. You will report to Group Director Customer Service and Support.

As the driving force behind the digitalization of our customer learning and support paths you will enable users to selfsolve issues promoting independence and enhancing user satisfaction. Your leadership will instill a mindset of continuous learning within the department facilitating ongoing education and skill development to keep our workforce and customers abreast of technical functionality and best practices. By optimizing internal resources and improving customer experience your contributions will be instrumental in fostering customer loyalty and driving Mercells business outcomes.

We see the following qualities as important to thrive and evolve in this role:

• Experienced and influentialleader
• Processoriented with great stakeholder management skills
• Continuous learningadvocate
• Collaborative and inclusive approach
• Helicopterview perspective

Core Responsibilities

Leadership:

• Inspire motivate and provide clear direction to team members fostering their development within Mercell.
• Develop and execute the vision for selfservice tools Mercell Community and our internal academy in alignment with company goals.
• Efficiently manage time and prioritize improvements based on importance.
• Drive change management initiatives to navigate digital transformations.
• Manage stakeholders effectively engaging colleagues with vested interests in team activities.
• Embrace a customercentric approach understanding and enhancing the user journey.
• Mentor and guide a team of experts cultivating a culture of continuous learning improvement and innovation.
• Employ a strategic mindset for curriculum development to create a positive and efficient learning environment.

Collaboration:

• Partner closely with crossfunctional teams to seamlessly integrate selfserve tools community and learning programs across the company.
• Stay informed about Mercells developments to plan and coordinate content and digital support in alignment with internal stakeholders.

Innovation and Optimization:

• Continuously analyze metrics and feedback to refine selfserve capabilities and learning modules improving user experience and efficiency.
• Stay abreast of industry trends introducing new technologies and methodologies to optimize selfservice offerings and learning curriculum.

Required Qualifications

• Strong experience (ideally 5 years)indigitalization of customer learning and support inroles such as ELearning ManagerSenior Academy Specialist KCS Manager Community Manager or similar preferably in tech companies.
• Strong leadership experience demonstrating your ability to lead and inspire teams to achieve excellence.
• Masters degreein Instructional design Educational TechnologyMultimedia design eLearning or similar.
• Fluent in written and spokenEnglish.

Preferred Qualifications

• KCS certification/experience showcasing your expertise in KnowledgeCentered Service methodologies.
• Knowledge about digital adoption tools providing valuable insights into optimizing selfservice capabilities.
• Experience working with eLearning demonstrating your proficiency in designing and delivering engaging digital learning experiences.
• Strong communication skillsenabling effective communication and collaboration in a global environment.
• Experience with360Learning Articulateor similar.

Start date: As soon as possible

Duration: Full time Permanent

Working hours:Hybrid remote

Location: May be based where Mercell has a legal entity such as Sweden Norway Netherlands Denmark andFinland.

Has this sparked your interest

Then we cant waitto have you join our missionand looking forward to receiving your application.

We will continuously invite qualified candidates for job interviews and will close the job post as soon as we have found the right candidate for this role.

Application Deadline: 10.03.2024However do not wait to submit your application we will read applications and talk to potential candidates as we receive them.

What we offer

Mercell is in a very exciting period and you will play an important role in our ambitious journey.

Mercell continuously provides great opportunities for growth within the organization. You will have a good opportunity to shape your role and determine your priorities. We look at what you deliver not how you work or how many hours you spend on each task.

Growth Curiosity Courage Trust

The Mercell core values Growth Curiosity Courage and Trust serve as a foundation for the decisions we make how we drive our business and how we interact with our colleagues customers and others. But they also serve as the basis for the opportunities that Mercell provides for its employees to develop and thrive in their field of work.

Our perks & benefits:

Inclusive culture where you are welcomed to be yourself

Flexible and hybrid work encouraging a worklife balance

Be a part of a collaborative team with high ambitions

Individual development opportunities

Health insurance and pension plan

Competitive salary package

Paid parental leave

Team lunch and fruits

Computer and iPhone/Android

Unlimited coffee tea and soft drinks

Company events like Friday bars Summer and Christmas parties and more!

(may differ per country/office)

Questions for this position

We hope you got all your questions answered and you feel confident applying for this position however if you have more questions or doubts regarding the position please contact the hiring manager directly.

Happy to chat with you!

Line Tonna Group Director Customer Service & Support

Phone:

We may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.