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Customer Experience Manager

4 months ago

Greater Toronto Area, Canada CHEP Full time

Position Purpose

The Manager, of Customer Experience will be responsible for managing and developing a team (5 direct reports+) that will handle both commercial and retail customers across Canada. This individual is accountable for executing against the strategic imperatives related to best-in-class customer experience. Ensuring all touchpoints specific to customer order execution, account health support, and service experience are achieved with the utmost consistency. The successful leader will increase customer satisfaction and loyalty as measured through net promotor scoring (NPS) as well as our employee engagement surveys.


Accountable for the health and maintenance of our customer base in Canada this leader will ensure their teams are provided the tools, coaching, and support to become our customer most valued partner.


Scope

Customer Scope: Commercial Manufacturing & Retail

Full customer experience and support from end to end


Measures

  • Volume & Revenue Growth
  • Value creation
  • Net Promotor Scores (NPS) - Customer Feedback
  • Service Level Agreement (SLA) metrics


Experience

  • 5+ years’ experience/knowledge in retail and commercial landscape
  • Worked with financial measures and Key Performance Indicators.
  • Supply Chain
  • Customer account relationship management experience
  • Continuous improvement and six sigma
  • Leading in a matrix organization
  • People management and development.
  • Experience with environmental social governance


Major/Key Accountabilities


Core Responsibilities

  • Manages customer support and order execution associates for the assigned portfolio
  • Is the primary escalation point to respond to customer concerns.
  • Implements and enforces customer support standards that align with strategic objectives provided by the department leader.
  • Responsible for coordination of interdepartmental collaboration to ensure business continuity is maintained and understood by all associates.
  • Provide support to customers with face-to-face site visits as needed.
  • Track portfolio performance growth and hold the team accountable for achieving all volume and revenue targets.
  • Provide coaching/feedback and mentoring to team members.
  • Responsible for ensuring data integrity is maintained in CRM and the SalesForce system.
  • Collaborate with stakeholders to grow revenue within assigned territories.
  • Continuously monitor all KPI metrics that drive results and business continuity.
  • Create and implement work processes that enhance the organization and departmental service delivery.
  • Accountable for NPS Customer Satisfaction Survey Results (Data Pareto Analysis), conduct closed loop feedback sessions with customers and establish concise action plans to position detractors and passives into the promoter NPS category
  • Maintain a high level of employee engagement as measured on the Pulse Survey
  • Be an active change management champion by understanding upstream and downstream business process’
  • Manage change, celebrate success, foster an environment of creativity and forward thinking.
  • Hire and develop an effective team to meet internal and external business objectives regardless of hurdles and obstacles.
  • Conduct yearly and mid-year performance appraisal sessions.


Key contacts

Internal

  • All functions

External

  • Multi-level customer contacts


Qualifications

  • Education: Bachelor's Degree or Equivalent
  • 5-7 years managerial experience


Skills and Knowledge

  • Ability to train and mentor a combined commercial and retail customer support team
  • Excellent written and verbal communication skills
  • Effective listening skills and patience and tolerance when dealing with difficult customer situations, being able to de-escalate high-stress situations.
  • Superior data analytics
  • Strong CPG & supply chain business acumen
  • Problem solving and decision-making skills.
  • Presentations
  • Environmental Social Governance and Scope 3 knowledge


Languages

Essential

  • English

Desirable

  • French