Manager, Customer Enablement
Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.
At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.
The Manager of Supply Chain Customer Enablement is responsible for liaising and communicating all aspects of Supply Chains objectives, initiatives and service levels to Loblaw Companies Limited & Pharmaprix / Shoppers Drug Mart Retail.
This role develops service level standards focused on reducing response times and providing high levels of customer satisfaction. This role will develop functional strategies and specific objectives partnering with Supply Chain SME / sub-functions to support process improvement and issue resolution. This role fundamentally focuses on four key areas that are deemed critical by the SDM Retail customers: 1) relationship management, 2) communication, 3) event management, and 4) change management.
Key Activities/Tasks
Customer relationship Management:
- Key Supply Chain liaison / point of contact for all Loblaw Companies Limited & Pharmaprix / Shoppers Drug Mart Division Executive Operations Leads, District Managers, Franchise and Associate Owners
- Partners with all SME’s and departments within Supply Chain to identify, resolve and communicate issues (Replenishment, Warehouse & Transport Operations, Assortment & Space Planning, Transport Planning)
- Responsible for ensuring the interests of Retail are represented on Supply Chain projects / initiatives and service levels realized.
- Understands Retail customer needs and develops plans to address them.
- Resolve customer complaints quickly and effectively.
- Responsible for reviewing Retail and Franchise Owner surveys and creating action plans to improve relationship and service levels, partnering with respective SME’s within Supply Chain.
- Responsible for ongoing collection of feedback from Operators and Owners and creating action plans to drive continuous improvement.
- Represents Supply Chain on the SDM Logistics Working Group Committee – captures and shares minutes for Supply Chain teams including action items & owners, laisse with SC SME’s to follow up on action items. Will provide communication / updates to committee on issue resolution through prepping of information, creation of decks and publishing of dashboards.
- Regularly attends Retail meetings and events, tours stores and gathers feedback from executive operators, DMs, Franchise and Associate Owners.
Communication:
- Accountable for the creation of an up to date communication strategy between Supply Chain and Retail (e.g. email distribution list, use of in-store web, frequency of communication updates)
- General day-to-day communication with Executive Operations, DMs, Store Managers, Franchise / Associate Owners.
- Communicate weekly/daily Service Level updates (replenishment and warehouse & transport operations).
- Partners with SDM Marketing Call Centre Team and LCL Claims Desk to ensure SLA’s are being adhered to and offering ideas and support to improve issue resolution.
Event Management:
- Issues Supply Chain Major & Minor Incident Updates directly to Executive Operators, DMs, Store Managers, Franchise and Associate Owners
- Advises Retailers on Warehouse & Transport labour & supply issues (labour shorts – e.g, late loads, load issues, product issues, etc) and path to resolution
- Communicates replenishment vendor supply issues and path to resolution.
- Communicates DC and/or system outages and path to resolution
Change Management
- Key liaison for updates on warehouse and system transitions (e.g. network changes, new DCs servicing stores, system go lives, etc).
- Provides updates on DC go lives on new systems and technology (e.g. inventory sharing).
- Communicates & Promotes Store Visibility App to drive additional layer of store visibility and communication.
- Participates on Supply Chain Customer Process Improvement Initiatives.
Skills Required:
- 5–7 years of experience in Grocery & Pharmacy Retail and/or Supply Chain
- Proven ability to build and maintain strong relationships across multiple levels and departments
- Strong problem-solving mindset
- Demonstrated ability to share ideas clearly and influence others effectively
- Excellent critical thinking skills
- Strong communication skills, both written and verbal
- Natural ability to foster positive, collaborative relationships
- Customer-focused mindset
Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.
If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.
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