Manager, Customer Experience Excellence

3 weeks ago

Thornhill, Canada Grainger Canada Full time

DESCRIPTION DE L'OFFRE

**Primary Function**:
**Principal Duties & Responsibilities**:

- Implementation of key projects that will deliver significant cost savings and/or improvement in service.
- Provides overall leadership of the project team and acts as front-line contact with the project sponsor(s) on project related issues, responding to concerns with clear and concise feedback.
- Determines project scope, resource requirements, milestones, budgets and risks.
- Monitors and documents project status; anticipates problems and resolves them or escalates them to the appropriate level of management for resolution to ensure on time project completion.
- Identifies and removes barriers that may impede the successful completion of a project.
- Coordinates formation and disbandment of project team, including effective stakeholder management.
- Manages scope to ensure commitments are achieved and takes the initiative to make propose adjustments and/or recommendations in project/program aspects.
- Ensures that key project/program/initiative deliverables are appropriately managed that support successful project delivery using project management best practices, methods and tools. This may include the following: project charter, project plan, resource plan, risk management/contingency plans as well as a deployment plan that factors adoption to change.

PROFIL REQUI

**Preferred Education & Experience**:

- Proven leadership that earns sponsorship and key stakeholder trust; mobilizing and motivating teams; setting direction and approach; resolving conflict; delivering tough messages with grace; executing with limited information and ambiguity.
- Initiative and the ability to identify opportunities, prioritize, build plans, and execute to completion within determined timelines
- Lead creative thinking that fosters curiosity and drive change and innovation
- Proven relationship management skills that enable effective navigation in a highly matrixed organization and incorporates and fosters appropriate customer focus.
- Demonstrated ability to prepare and facilitate meetings allowing the project team to effectively meet project deliverables, manage risks and align on key decisions
- Effective team builder who promotes team effectiveness by utilizing each person’s unique talents and skills, motivates performance, fosters communication and mitigates problems.
- Solid negotiation, influencing and conflict resolution skills.
- Strategic thinker and possesses strong problem-solving and critical thinking skills.
- Sound business, technical and financial acumen.
- Focused and versatile team player who is comfortable under pressure.
- Strong communicator with polished presentation skills. Ability to communicate at all levels with clarity and precision both written and verbally.
- Demonstrated strong sense of urgency with laser-like focus and command of issues and risks. Track record of proactively anticipating problems, avoiding them and/or leading effective barrier removal efforts to maintain team focus on delivery.
- Advanced experience with Microsoft Desktop Software - Windows, Word, Excel, PowerPoint and Project.
- Exemplary core project management knowledge and skills and expertise in the use of various project development life cycle methods and tools.
- Accomplished in and fosters the use of Continuous Improvement (CI) methods and tools (e.g. Pareto diagram, 5 Whys)

**Work Environment**:

- Work conditions are typical of an office/corporate environment - typically 3-4 days in Commerce Valley office in non-COVID times
- Remote work in current COVID situation
- 0-10% travel as needed post COVID

**Impact**:

- Daily impact on customer relationships by providing superior customer service through identifying and resolving complex customer issues.
- Influences decisions by sharing vital information from customers with the organization.
- Influences others by sharing vital information with business partners to ensure clear consistent business practices.
- Represents the “Voice of the Customer” to the company.
- Ability to Influence the behavior of others as an informal leader on the team.
- Influence and/or negotiate across departments to accomplish objectives.
- Has daily impact on improving the customer experience by ensuring quality and standard work is followed

**Working Relationships**:

- Central point of contact for all service teams related to customer impacting issues.
- Supports clear, effective, and regular communication by managing communications among the CEE team and business partners, and external resources.

**Rewards and Benefits**:
Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

- Medical, dental, vision and prescription drug coverage
- Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
- Life insurance coverage, including spousal and dependent

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