Position Title: Senior Manager, Customer Experience - NA Supply Chain
Position Type: Regular - Full-Time
Position Location: Toronto HQ
Requisition ID: 33781
ABOUT MCCAIN
At McCain, we're feeding the world: from French fries to cakes, we contribute to the important role food plays in people's lives. That's why we're dedicated to ensuring our core values-Family, Authentic, Trusted, and Quality-shine through every day. As a privately owned family company with over 60 years of experience, a presence in more than 160 countries, and a global team of 22,000 people, our values and culture are at the heart of everything we do. We believe that we can work together, along with our business and community partners, to bring sustainable growth and positive change today, tomorrow, and for generations to come. Join us and see how you can MAKE IT at McCain!
Why join the McCain family.
Your Life - we're here to help you fulfil your potential, flourish, and thrive in work and life.
Your Success - work alongside passionate individuals who are committed to supporting your career ambitions, drive, and success.
Your Impact - we want you to make a meaningful, lasting impact for you, for your colleagues, and for the business.
McCain is a place where you can grow from the ground up, so join us and see how you can MAKE IT at McCain.
ABOUT THE ROLE
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.
LEADERSHIP PRINCIPLES
Our principles, each with related practices, guide our actions across the organization. Together, they address how McCain interacts with our customers and employees, and how we work as individuals and collectively to find success. While each role adheres to the Leadership Principles, individual roles may focus more on a specific principle or principles.
We are customer obsessed. Customers are our starting point. By understanding their needs and leveraging data and consumer insights, we drive mutual success.
We think big and plan ahead. Through ambition, curiosity, and smart risks, we can accomplish goals, refine processes, and innovate to scale success.
We bring out the best in our people. We create safe spaces for our people so that trust and empowerment come naturally. Inclusion is about listening first, showing humility, and working together.
We act like owners. Together, we clear obstacles and do the work that makes us all successful and proud to be part of McCain.
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 MCCAIN EXPERIENCE
We are McCain: this statement is about our power collectively and our importance individually-your impact is a significant part of the business. Our winning culture focuses on authenticity and trust so we can always bring out the best in our people. Here, you have the opportunity to learn, grow, and thrive while being yourself. Join our team to see why we're better together.
#Ll-Hybrid
Compensation Package : $107,600 - $143,500 CAD annually + bonus eligibility
The above reflects the target compensation range for the position at the time of posting. Hiring compensation will be determined based on experience, skill set, education/training, and other organizational needs.
Benefits : At McCain, we're on a mission to create a winning culture that puts employee safety and wellbeing at the heart of what we do, every day. We understand and appreciate that each person's needs are unique and ensure our benefits & wellbeing programs reflect that. Employees are eligible for the following benefits: health coverage (medical, dental, vision, prescription drug), retirement savings benefits, and leave support including medical, family and bereavement. Wellbeing programs include vacation and holidays, company-supported volunteering time, and mental health resources. Coverages are aligned to country, provincial and state governing plans and can vary by work level, location and nature of the role. Additional benefit details available during the application process.
Your well-being matters to us, and we're here to provide you with the necessary resources to support you in being your best self at work - and at home.
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
#LI-Hybrid
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)
