Manager, Customer Experience Excellence - Thornhill, Canada - Grainger Canada

Grainger Canada

Verified Company

Thornhill, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

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 frontline 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 problemsolving 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 laserlike 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 34 days in Commerce Valley office in nonCOVID times
Remote work in current COVID situation
010% 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