Customer Experience Manager, National Accounts

6 months ago

Rocky View, Canada Brambles 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 .

Job Description

Position Purpose

The Manager, of 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 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's most valued partner.

Scope

Customer Scope: Commercial Manufacturing & Retail

Full customer experience and support from end to end

Measures

Volume & Revenue GrowthValue creationNet Promotor Scores (NPS) - Customer FeedbackService Level Agreement (SLA) metrics

Experience

5+ years’ experience/knowledge in retail and commercial landscapeWorked with financial measures and Key Performance Indicators.Supply ChainCustomer account relationship management experienceContinuous improvement and Six SigmaLeading in a matrix organizationPeople management and development.Experience with environmental social governance

Major/Key Accountabilities

Core Responsibilities

Manages customer support and order execution associates for the assigned portfolioIs 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 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 categoryMaintain a high level of employee engagement as measured on the Pulse SurveyBe an active change management champion by understanding upstream and downstream business processManage change, celebrate success, and 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 Equivalent5-7 years managerial experience

Skills and Knowledge

Ability to train and mentor a combined commercial and retail customer support teamExcellent written and verbal communication skillsEffective listening skills and patience and tolerance when dealing with difficult customer situations, being able to de-escalate high-stress situations.Superior data analyticsStrong CPG & supply chain business acumenProblem solving and decision-making skills.PresentationsEnvironmental 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. Cette personne sera responsable de réaliser les impératifs stratégiques afin d’offrir la meilleure expérience client de l’industrie. Veiller à ce que tous les points de contact associés à l’exécution des commandes du client, au soutien de la santé du compte et à l’expérience de service soient réalisés avec la plus grande cohérence possible. Ce dirigeant améliorera la satisfaction des clients et leur loyauté, tel que mesuré par le taux de recommandation net (NPS) ainsi que les sondages sur l’engagement de nos employés.

Cette personne sera responsable de la santé et de la maintenance du bassin de clients au Canada et de veiller à ce que son équipe ait les outils, l’encadrement et le soutien pour devenir des partenaires précieux pour nos clients.

Portée

Portée des clients : Fabricants commerciaux et détaillants

Expérience client complète et soutien durant l’ensemble des activités

Indices de mesure

Volumes et croissance des revenusCréation de valeurTaux de recommandation net (NPS) - Rétroaction des clientsIndices de mesure des ententes de niveau de service

Expérience

5 ans d’expérience et plus ou connaissances connexes dans le secteur du commerce de détail et commercialUtilisation de mesures financières et d’indices de rendement clés dans le cadre de responsabilités antérieuresChaîne d’approvisionnementExpérience de gestion des comptes clients (relations)Amélioration continue et Six SigmaCapacité à diriger dans une entreprise en matriceGestion et perfectionnement du personnel.Expérience avec les questions environnementales, sociales et de gouvernance

Principales responsabilités

Tâches essentielles

Gérer le soutien aux clients et l’exécution des commandes associées au portefeuille assignéAgir à titre de point de contact principal pour répondre aux questions transférées des clients.Mettre en place et appliquer des normes de soutien à la clientèle alignées sur les objectifs stratégiques fournis par le chef du service.Responsable de la coordination de la collaboration interservices afin de veiller à ce que la continuité des activités soit maintenue et comprise par tous les associés.Fournir du soutien aux clients dans le cadre de visites en personne au besoin.Faire le suivi de la croissance du portefeuille et rendre l’équipe responsable de l’atteinte de tous les objectifs de volume et de revenus.Fournir de l’encadrement et des commentaires et mentorer les membres de l’équipe.Responsable de veiller à l’intégrité des données dans le système de gestion des relations avec la clientèle et SalesForce.Collaborer avec les intervenants pour faire croître les revenus dans les territoires assignés.Surveiller continuellement tous les IRC qui améliorent les résultats et favorisent la continuité des activités.Créer et mettre en place des processus de travail qui améliorent la prestation des services du service et de l’entreprise.Responsable des résultats annuels du sondage sur la satisfaction de la clientèle relatifs à la cote NPS (analyse de données Pareto), organiser des séances de rétroaction en boucle fermée avec les clients, et établir des plans d’action concis pour positionner les détracteurs et les agents passifs dans la catégorie des promoteurs de la cote NPS.Maintenir un niveau élevé d’engagement des employés, comme mesuré par l’enquête Pulse (opinion)Être un champion du changement actif en comprenant les processus de l’entreprise en amont et en aval.Gérer le changement, célébrer la réussite et favoriser un environnement de créativité et de réflexion prospective.Embaucher et bâtir une équipe efficace pour atteindre les objectifs opérationnels internes et externes, quels que soient les difficultés et les obstacles.Effectuer les évaluations du rendement annuelles et en milieu d’année.

Principaux contacts

Internes

Toutes les fonctions

Externes

Personnes-ressources des clients à différents niveaux

Qualifications

Éducation : Baccalauréat ou diplôme équivalent5-7 années d’expérience en gestion

Compétences et connaissances

Capacité de former et de mentorer une équipe de soutien combinée pour les clients commerciaux et détaillantsExcellentes aptitudes à la communication écrite et verbaleBonnes compétences d’écoute, patience et tolérance lors de la gestion de situations difficiles avec les clients, être en mesure de désamorcer les situations hautement stressantes.Excellente capacité d’analyse des donnéesExcellent sens des affaires dans les domaines des biens de grande consommation et de la chaîne d’approvisionnementCompétences en résolution de problème et en prise de décisions.PrésentationsConnaissances sur les questions environnementales, sociales et de gouvernance et du champ d’application 3

Langues

Essentiel

Anglais 

Souhaitable

Français

#mon

Preferred Education

Bachelors

Preferred Level of Work Experience

5 - 7 years

Remote Type

Hybrid Remote

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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