Loading...
Share this Job

Customer Experience & Analytics Manager

Date: Oct 5, 2021

Location: Chicago, IL, US, 60606

Company: Glanbia

Customer Experience & Analytics Mgr.

 

 

Reports To:         VP Global Customer Service (OTC)

Department:       Global Customer Service (OTC)

Location:             Chicago, IL

Pay Status:         Salaried, exempt

 

At Glanbia Nutritionals Inc., our portfolio centers on dairy and non-dairy nutritional ingredients. We co-innovate and deliver ingredient solutions and precision premixes for use in the mainstream food and beverage, infant and clinical, and functional nutrition markets. We are the number one provider of whey-based nutritional ingredients globally and the number one producer of American-style cheddar cheese. Our protein systems have transformed the bar and beverage categories — bringing increased levels of protein, cleaner labels and greater product functionality to market. We have a direct presence in 21 countries, with manufacturing facilities in the US, Germany and China, and international sales and technical offices around the world.

 

JOB SUMMARY

 

Our Customer Experience & Analytics Mgr will partner with various teams across the organization to better understand customer behaviors and cross functionally develop improvements in the customer journey. This role will also analyze, review, and monitor the customer experience with the goal of enhancing Glanbia Nutritional Solutions systems and processes while optimizing interaction with customers. You will drive integrated planning and connections across the various operational and technical functions with a Customer and Commercial view.

 

As a member of our Customer Service (OTC) team, you will design and implement service experiences, capabilities, and architecture required to bring customer strategies to life working with key stakeholders. You understand the ins and outs of customer support organizations, what drives customer queries, how to think about customer support in a digital, self-service manner and you’re ready to apply your knowledge to help optimize and transform customer service solutions.

 

As part of the Commercial organization you’ll focus on data analytics, continuous improvement, simplification, standardization, harmonization and connecting corporate initiatives to drive Global business outcomes. 

 

You are structured, methodical and data driven but have the flexibility to leverage a startup mentality and adopt different techniques and tools based on the specific business problems identified – an agile mindset.  You align to strategic direction and enjoy a hand’s-on approach. You have the ability to navigate ambiguity and complexity. 

 

Align and embrace Glanbia’s values “The Customer’s Champion”, “Performance Matters”, “Find a Better Way”, “Winning Together” and “Showing Respect”.

 

ESSENTIAL FUNCTIONS

 

Responsibilities:

Strategy

  • Contribute, collate and shape perspectives and thought leadership that drives a compelling Customer experience strategy.
  • Identify opportunities, gaps and drive business development efforts in building the Customer Experience practice.
  • Communicate, promote and implement the strategy cross functionally to different levels within the organization.

 

People

  • Establish relationships with stakeholders and build long-term partnerships.
  • Engage cross functional Leadership, Management and subject matter experts in the design, development and implementation of the strategy.
  • Use a purpose driven style to inform stakeholders of the customer experience program.
  • Work directly with stakeholders on deliverables, deadlines and continuous improvements to ensure successful and sustained delivery of the program of work.
  • Define & assist to execute the likely change-management initiatives that drive adoption, ease implementation, and position customer-service solutions for ongoing success.

Process

  • Evaluate customer service offerings, identify gaps, provide recommendations and address business goals.
  • Use a continuous improvement culture and mindset to make suggestions or proposals to improve the Customer Experience program of work.
  • Develop a knowledge base of the Customer Service | Order to Cash end to end process that enables facilitating work sessions, the ability to steer or challenge in design sessions and build credibility with practitioners.
  • Meet with operational stakeholders & practitioners to discuss plans and requirements and use influencing skills to gain consensus.
  • Drive the development and distribution of Analytics Dashboards and respond to ad-hoc reporting requests from Executive management.
  • Lead the Customer Experience workstream in the Process Expert Group (PEG) that governs process change and key performance analytics.  

 

Technology

  • Work directly with IT project resources & operational subject matter experts in bridging technology that enables the intended process design outcomes.
  • Develop a deep understanding of CX tools including the design requirements, build, test and operational implementation serving as the business owner.

 

Governance

  • Develop Dashboard Analytics by collecting business requirements using critical thinking to challenge and define measures which will result in meaningful insights and actions
  • Manage CX Analytics and insights to drive operational discipline and continuous improvement opportunities.
  • Lead and consult on our Enterprise Projects KPI workstream to ensure appropriate measures and discipline are in place that can quantify successful operating performance. 

 

Delivering on Glanbia’s Values:

  • “Showing Respect” - Interfaces cross functionally with an open mind and behavior to assess current policies, process and systems and consult to find improvement solutions with the ability to influence the adoption of change.
  • “Find a Better Way” - Drive programs and initiatives that identify, assess and quantify value oriented process improvements that are sustainable. Bring passion and dedication to your job and influence others with your vision.
  • “Winning Together” - Work cross functionally across Supply Chain, Commercial Sales, Quality, Product Mgt, Finance and other functional areas to drive Order to Cash process and performance improvement.
  • “The Customer’s Champion” –Serve as the customer advocate in process improvement and system design where outcomes position GN as better than competition.
  • “Performance Matters” –Develop and implement cross functional in-scope process measurements that determines the health, drivers and tactical actions that will improve performance outcomes that align to customer and beating the competition.

 

QUALIFICATIONS

 

Flexibility and adaptability are key attributes needed for success, you should also have strong analytical, project management and leadership skills to handle a variety of activities and complexities spanning the organization. You are willing to work at both a very detailed and strategic level.

 

Education, Training:      

  • Bachelor’s degree and a minimum of 5 years’ experience in Customer Service or an equivalent combination of education and work experience.
  • Customer Experience certification, a plus
  • Data Analytics Tools (visualization - Power BI, Tableau, and other visualization tools, data transformation - Python, SQL, VBA, M and other applicable languages)

 

Experience Required:   

  • A minimum of five (5) years of consulting type of experience with heavy focus working in customer service & order to cash functions with exposure to Supply Chain, Finance and Commercial.
  • Proven track record of delivering automation solutions eliminating manual intervention, improving efficiency, standardizing processes, and transforming data using Python, SQL, VBA, Tableau, Power BI, Lumira, SAP Analytics Cloud and other applicable languages.
  • A proven track record of delivery on complex, impactful enterprise projects
  • Strong stakeholder communications skills.
  • Strong quantitative and analytical skills.
  • Solutioning and selling new ideas and proposals across organizational levels.
  • Experience in evaluating benchmark data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience.
  • Artificial intelligence and front-end digital platforms – a plus

 

Knowledge, Skills & Competencies:       

  • Plans and Aligns: Excellent organizational and time management skills. Ensure immediate and appropriate actions are taken to support our customers and business partners.
  • Action Oriented: Must be able to prioritize, organize and work independently which demonstrates value oriented delivery
  • Collaborates: Ability to professionally and effectively interact with all levels of employee/personnel practitioners to executives and customers (internal & external). Must be able to work in a team environment and possess problem solving skills.
  • Communicates Effectively: Excellent interpersonal and professional communication skills both written and verbal.  Professional process documentation, business case proposals, presentations, reports, facilitation of small and large groups
  • Drives Results: Must be results focused and oriented toward accomplishment of team and organizational goals.  Develop a strong understanding of our customers, processes, products and system tools. Disciplined to meet project objectives, change management adoption, KPI improvement.
  • Situational Adaptability: Ability to solve practical problems and deal with a variety of factors in situations where limited standardization exists. Emotional intelligence, influence, active listening, vision and directional guidance that drives positive outcomes.

 

 

TRAVEL REQUIREMENTS

 

Domestic & International travel may be required (up to 20% cyclical based on business needs).

 

DISCLAIMER

 

Must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately without causing significant safety threat to self or others.  The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

 

Are you someone who likes to make it happen, make it better and make it fun? If so, our company offers you an excellent opportunity to do really interesting work and develop a career in a dynamic and innovative environment that is all about making you and our business successful.


Nearest Major Market: Chicago