Market Manager, Field Operations
3 months ago
**Work Location Type**:Remote**
As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.
Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.
**Position Summary**:
The Market Manager, Field Operations is responsible for customer service-related activities that support the execution of sales and service strategies within the geographic area of responsibility. The role leads the activities to be the customer’s first choice for the products and services they need to keep their workplaces safe, efficient, and functioning, by managing market efforts for supporting sales growth and KeepStock engagements as well as branch specific activities. Builds solid internal and external partnerships that support best practices in the area of talent management, sales growth, cost to serve, and providing unparalleled customer service.
The Market Manager personally owns the market and actively engages in strategic thinking, promoting empowerment, and being a role model who helps team members link their work requirements to the success of the company. The incumbent provides leadership and strategic direction for multiple branch or retail locations (depends on size & geography) and Keepstock (Customer Inventory Management Solution) teams.
**Job Responsibilities (You Will)**:
**Business Leadership**
- Grow revenue and market share by developing a strategic plan with the sales team to meet or exceed incremental sales growth expectations.
- Responsible for execution of Branch and Keepstock strategy at a market level within the field operations network.
- Manages operating expenses to balance service and cost to serve while looking for ways to improve processes and remove non-value-added activities; full PnL ownership.
- Lead assigned leaders (Branch and Keepstock) in the implementation, monitoring, and measurement of core processes, safety, inventory accuracy, standard work, risk management and customer satisfaction.
- Lead assigned leaders (Branch and Keepstock) in their understanding, implementation, and execution of performance and operational excellence.
- Lead assigned Keepstock leaders in the implementation, execution and measurement of the Keepstock Services, ensuring all productivity goals are met or exceeded while maintaining customer accounts and the delivery of products on time utilizing key tools and metrics.
- Identify emerging needs of customers and provide feedback to the Director, Field Operations
- Understand local market conditions and the promoting of relevant service offerings that position Grainger to capture market share.
- Collaborate across Sales, Supply Chain, and other key internal stakeholders to ensure operational excellence and exceeding customer expectations.
- Proactively drives partnership opportunities with local sales and service leadership to support customer growth.
- Accountable to growing revenue in new and existing Keepstock accounts year over year.
**Operational Excellence**
- Ensure that all practices are in line with the overall standards of Grainger’s branch and Keepstock network; drive operating metrics in a safe and inclusive environment.
- Drive exceptional services and excellence in branch and customer sites.
- Develop customer advocacy in all team members; grow sales partnership by making joint or individual sales calls to communicate the Grainger Value Proposition.
- Understands the competitive landscape, its impact on the local market and takes action to gain market share and mitigate loss of current market share.
- Work with market leaders to develop, document and implement market-based strategies including sales and marketing plan for growing counter and will-call sales volume.
- Inspect and ensure branch leaders enforce flawless counter and will-call customer experience.
- Inspect and ensure Keepstock leaders enforce standard work and services excellence across all keepstock operations.
- Collaborate with Internal Audit on compliance issues and process improvements.
- Build and foster a strong continuous improvement culture within the market by challenging the status quo, making problems visible and promoting tools/ methodologies to identify and reduce waste to build standardization and operational excellence within the market.
- Maintain knowledge and ensure compliance of WHMIS, Transportation of Dangerous Goods Act, WSIB, and all related governing legislation.
**Talent Management**
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