Customer Relationship Manager

18 hours ago

Toronto, Canada Irving Consumer Products Full time

**Customer Relationship Manager**

**At Irving Consumer Products, we recognize that the key to our success is our people. Irving Consumer Products is a leading manufacturer of premium tissue products - including national brands and private label. We also manufacture private label diapers and training pants for North American retailers.**

The **Customer Relationship Manager** will be based out of Toronto, Ontario or Dieppe, New Brunswick. This is a permanent, full-time position. The primary language of work is English.

The Customer Relationship Manager is the link between servicing the customer and supporting our supply chain activities and processes as well as leading and coaching a team. This individual is responsible to ensure there is collaborative and effective alignment between Irving and our customers strategies. As a Customer Relationship Manager, you are building relationships with our customers to be their advocate and ensure they are receiving the proper support from all areas of the business. Using analytics as well as insight from the customers the CRM Manager will evaluate customer data (from internal and external sources) and recommend opportunities for improvements, supporting their team to develop and recommend strategies and processes that meets the needs of our customers.

We're offering growth and endless opportunity at a company that's on the rise, backed up by the security of the entire JDI group of companies. Continuous Improvement is part of our culture. That doesn't just refer to our cutting-edge tech or marketing model—it means supporting every member of our team to learn, grow and become a bigger part of the company.

**The main duties/responsibilities of this role include**
- Manage coach and mentor a High Performing Team
- Oversee and guide team in becoming trusted advisors to their customers. The team will manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers
- Driving growth through collaborative forecasting, planning and replenishment and partnership with the strategic customers you are assigned
- Develop and manage key customer relationships and cross functional touch points, supporting the sales team and respective supply chain team
- Adapt and enhance customer satisfaction by suggesting and implementing changes to our business processes to optimize them
- Provide solutions that challenge the current way of doing things and touch multiple dimensions of the business
- Influence our customers and other stakeholders in our business to buy into these suggested solutions which could lead to changes in their processes
- Support and gather customer data**, **have a thorough understanding of ICP supply chain processes and be able to learn customer processes in order to better serve the customer
- As an expert on certain customers, be the point person between the customer & supply chain team
- Collaborating with other management team members, create and implement a customer-focused business plan for the upcoming fiscal year
- Work with internal departments to** **proactively solve any customer issues on an as-needed basis and ensure workflows are improved long term
- Obtain insight on opportunities to streamline our supply chain process through analyzing both internal and external customer data
- Facilitate and support leading Customer collaboration meetings representing the business and organization's best practices focusing on KPIs, service, process improvements
- Identify, recommend, and implement quality and efficient improvements to CRM processes
- Identify variances, liaise with the supply chain teams (both external and internal) and category merchants to resolve discrepancies
- Support project initiatives as required
- Influence and coach your team allowing them to make decisions that meet the needs of customers
- Make recommendations with the support of the strategic customer analysts analyzing promotional activity by conducting postmortem evaluations, leading to strategic collaboration with the customer and support to the sales team
- Understand customer vendor manuals pertaining to non-compliance policies that impact cost
- Implement any new ways of working, processes or techniques
- Supporting the team with additional duties, as required

**Qualifications**:

- Bachelor degree in relevant discipline
- 5+ years working in a similar role
- Experience leading a high performing team
- Reliable, resourceful, and can motivate others
- Experience leading change and projects managing multiple priorities in a fast-paced environment
- Ability to assess customer needs, develop recommendations, and drive solution implementation
- Detail-oriented with strong analytical, problem-solving, and decision-making skills
- Able to manage priorities and multi-task
- Excellent verbal and written communication skills
- Strong proficiency with MS Office skills to include MS Word, Excel, PowerPoint,

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