Sr Manager Customer Experience Sc NA

Position Title: Sr Manager Customer Experience SC NA

Position Type: Regular - Full-Time ​

Position Location: Toronto HQ

Grade: Grade 06

Requisition ID: 33781

COMPANY OVERVIEW:

At McCain Foods, we know the importance that food plays in people's lives - the power it has to uplift and bring people, families, businesses and communities together. Guided by our purpose to bring enjoyment to people's lives through great tasting food, we believe that working together with our teams, business and community partners will bring sustainable growth and positive change - today, tomorrow and for generations to come.

As a privately owned family company with over 60 years of experience, a presence in over 160 countries and a global team of 22,000 people, our values and culture are at the heart of everything we do. Our product quality, people and customer dedication help us achieve global sales in excess of CDN $10 billion. Through our investment and innovation, we continue to be a global leader in prepared potato products, including our famous French Fries and appetizers.

This position can be located in Toronto, ON, Oakbrook Terrace, IL or Florenceville, NB.

SUMMARY:

Reporting to the NA Director of Customer Experience Supply Chain, the Customer Experience Supply Chain Senior Manager has the critical responsibility to drive customer satisfaction with our top tier customers (>$100MM-$1BB annual sales) while transforming and elevating our customer relationships

A successful candidate will function as the single Supply Chain contact point the biggest accounts in the North American region, growing the relationship to provide value-added solutions and tackle key operational pain points. They will own our operational service commitments related to joint business plans, deliver high service, all the while exploring Network Optimization, Cost to Serve, and Logistics Trade Terms to deliver sustained value.

This individual will work directly with Sales Leadership, Customer Service, E2E Network Operations, Supply Chain Excellence teams along with the Global Supply Chain leadership to implement and influence best practices, bring consistency across our customer channels, and deliver top tier execution.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Leadership: Own the operational relationship with key Tier 1 customers. Create an environment that promotes open communication, motivates the team to achieve organizational goals and maintains a positive environment even when faced with challenges. Develop talent with adequate soft and technical skills to support various interactions with customers.
• Supplier of Choice: Position McCain Foods as the preferred supplier by supporting best in class collaborative partnerships, consistently delivering operational excellence, meeting or exceeding customer expectations, providing ongoing transparency and fostering strong relationships with channel partners. Own the Operational JBP process and Supply Chain Engagement plan
• Strategic Alignment: Work closely with appropriate Sales VP, Channel Leads, and global leadership to align customer offerings with overall objectives
• Needs Identification: Proactively identify critical needs of strategic customers and channel partners, collaborating with cross-functional teams to ensure McCain NA's operational capabilities meet or exceed those requirements.
• Communication: Function as the Single Point of Contact for Customer Operational Issues and marshal resources to address key opportunities. Inform accounts of any upcoming service challenges.
• Operational Excellence: Develop and implement strategies to enhance Customer collaboration efficiency in key areas such as Forecast Alignment, Tools & Visibility, Operational Execution, and Cost to Serve improvements while supporting customer required flexibility.
• Metric Development: Leverage data and customer insights to establish and monitor key performance indicators (KPIs) to measure Customer Satisfaction, ensuring that metrics align with customer expectations and industry standards. This includes regular cadence of customer survey reviews including creating a score card to understand and review the performance of our collective performance on a weekly/monthly/quarterly basis.
• Continuous Improvement: Drive continuous improvement initiatives that enhance McCain Foods efficiency and ensure that we make doing business with McCain easy.
• Value Enablement: Execute value-added services to drive competitive advantage and improved effectiveness.
• • Troubleshoots coverage plans and supply disruptions on an on-going basis.
  • Review forecasting, sales capability, Inventory KPI's for alignment and to ensure business requirements are being met.
  • Collaborates effectively with Demand and Supply planning departments to ensure short and long-term customer projections are current and visible.
  • Provide progress and improvement updates related to the implemented processes to deliver scalable and sustainable efficiencies.
• Future Focused: Partner with the cross-functional teams to develop and implement a strategy for modernizing McCains Customer Facing Supply Chain Platform.

KEY QUALIFICATION & EXPERIENCES:

• Experience: 8+ years of progressive experience in Supply Chain with Food and/or related CPG industry exposure. Detailed understanding of order to cash processes. Experience leading Organization Stand-Ups and System Transformations.
• Leadership Skills: Demonstrated ability to lead and inspire cross-functional teams and influence VP and Director Level partners. Proven track record of driving operational excellence and achieving results.
• Communication Skills: Strong verbal and written communication skills, with the ability to articulate complex concepts and strategies clearly. Experience in presenting to executive leadership is essential.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to use data-driven insights to make informed decisions and drive improvements.
• Think Big and Plan Ahead: Demonstrated ability to develop and implement strategic initiatives that drive operational efficiency and customer satisfaction.
• Strong leadership and team management skills, with the ability to motivate and develop a high-performing team.
• Excellent interpersonal and relationship-building skills, with the ability to collaborate effectively across different functions and levels of the organization.
• Proficient in the use of relevant software and tools for data analysis and reporting.
• Education: Bachelor's Degree. MBA or Advanced Degree is a plus.
• Language: English fluency. French Canadian a plus.

OTHER INFORMATION

• Travel: Up to 25%
• Job is primarily performed in a standard office environment.

The above information indicates the general nature and level of work performed by employees within this classification. It is not a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.

McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.

Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the Global Employee Privacy Policy

Job Family: Supply Chain & Logistics
Division: NA Supply Chain
Department: ​Customer Solutions NA ​
Location(s): CA - Canada : Ontario : Toronto || CA - Canada : New Brunswick : Florenceville-Bristol

Company: McCain Foods (Canada)