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Customer Experience Manager, National Accounts

4 months ago

Rocky View County, Canada Brambles Group Full time

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model


**Job Description**:
Position Purpose

The Manager, Customer Experience will be responsible for managing and developing a team 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 achieve with the upmost consistency. The successful leader will increase customers 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 to strategic objectives provided by the department leader.
- Responsible for coordination of interdepartmental collaboration to ensure business continuity is maintain and understood by all associates.
- Provide support with 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 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 enhances 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 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

Objectif du poste

Le chef, Expérience de la clientèle, sera responsable de gérer et de bâtir une équipe qui s’occupera des clients commerciaux et détaillants du Canada.