Customer Experience Manager

Position Description: The Customer Experience Manager is responsible for facilitating improvement in the Grainger customer experience across the GIS organization. The Customer Experience Manager serves as internal expert on customer experience best practices and provides guidance and direction to appropriate functional areas in keeping with the overall Grainger customer experience strategy to achieve continuous improvement.


Position Requirements:

? Support the Customer Experience mission: ?Provide thought leadership to define and facilitate the optimal customer experience across all GIS touch points to help acquire, maintain and grow our customers.? ? Provide input to long-term customer experience strategy (1-5 years.) leveraging GIS employees, processes, technology, and data ? Establish and maintain understanding of current state of customer experience with appropriate time in field and with customers? Conduct up-front analysis to map all relative touch points in customer experience (current state) ? Identify gaps to address inconsistency, inefficiencies, best practices, emerging trends, etc. to achieve desired future state? Working with team Director, establish quantitative and qualitative goals for customer experience and monitor performance relative to goal? Build and maintain understanding of best practices and innovations in customer experience and CRM via independent study, participation in councils, conferences, etc.? Represent ?voice of our customer? on cross-functional teams? Collaborate with Customer Research team on areas of CE focus and in dissemination and utilization of findings? Establish and maintain effective working relationships with multiple business partners that manage execution at customer touch points; share relevant information with them, participate in strategy and team sessions as appropriate? Provide updates to broader marketing team, leveraging CE exposure to various functional areas? Support brand team work in customer communication, messaging and by encouraging employee alignment to embody and reinforce the brand at all touch points


Position Attributes:

? Bachelor?s degree in Marketing, Communications, Business, or related field? Comprehensive knowledge of customer experience, sales and service offering, operations, and systems? Customer-centric orientation ? Experience implementing CRM solutions in business to business environment? Strong analytical skills. Ability to develop and communicate customer insight findings and recommendations.? Ability to create actionable strategies for marketing and partner functions.? Able to create and lead cross functional teams (initiating action, facilitation, planning and organizing, conflict management, etc.)? Attention to/tolerance for details to support accurate depiction of required changes in process or systems ? Excellent communication skills, both verbal and written; ability to articulate and present vision or concepts that educate and influence thinking? Experience guiding process improvement initiatives ? Demonstrated leadership skills and problem solving capabilities.? Proven track record of being able to collaborate with key stakeholders across functions and levels ? Ability to operate in a complex, rapidly changing environment while adhering to tight schedules and budgets.? Demonstrated project management skills and ability to balance multiple projects in varying degrees of implementation.? Strong interpersonal skills, ability to interact effectively with employees at many levels and senior leaders in a collaborative manner.? Ability to operate in matrix-managed environment (directing and coordinating others that do and do not directly report to position)? Travel expected to be 10-15%, position based out of Lake Forest


Grainger is a Fortune 500 company and the leading broad line supplier of facilities maintenance products serving businesses and institutions throughout North America with sales of over $5 billion. Through its network of nearly 600 branches, large distribution network and multiple Web sites, Grainger helps customers save time and money by providing them with the right products to keep their facilities running.