Communications Manager (Customer Service Centers)

W.W. Grainger • Lake Forest, IL

113d • $93,000 - $154,900 • Hybrid

About The Position

W.W. Grainger, Inc., is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. At Grainger, We Keep the World Working® by serving more than 4.5 million customers worldwide with products and solutions delivered through innovative technology and deep customer relationships. Known for its commitment to service and award-winning culture, the Company had 2024 revenue of $17.2 billion across its two business models. In the High-Touch Solutions segment, Grainger offers approximately 2 million maintenance, repair and operating (MRO) products and services, including technical support and inventory management. In the Endless Assortment segment, Zoro.com offers customers access to more than 14 million products, and MonotaRO.com offers more than 24 million products. For more information, visit www.grainger.com.

Requirements

• Bachelor's Degree BA/BS in journalism, communication or business required
• 3+ years experience in function leading communication for a large, multi-site team, preferably involving operations.
• Strong business acumen and ability to translate complex business issues into readily understandable, creative and strategic communications for a variety of audiences.
• Effective collaborator able to develop solid working relationships with business partners across the organization.
• Strong leadership skills that foster teamwork, mutual support, personal responsibility and accountability.
• Excellent communication skills, both verbal and written. Strong presentation and facilitation skills.
• Comfortable leveraging generative AI for drafting, personalization and insight generation while ensuring accuracy and Service Brand alignment.
• Demonstrated planning and organizational skills and ability to balance multiple priorities in varying degrees of implementation.
• Ability to counsel and make effective recommendations to leaders at all levels of the organization.
• Proficient in SharePoint and other tools including Word, Excel (can maintain complex spreadsheets) and PowerPoint.

Responsibilities

• Develop and implement Customer Experience communications in partnership with the CE Leadership Team and Corporate Communications to enable team member understanding of and alignment with our role in the Grainger Edge, our Service Brand, and how their work creates value for customers.
• Proactively monitor/gather team member feedback and facilitate delivery of communications in support of engagement.
• Enable cross-functional visibility to Customer Service Center (CSC) and Order-to-Cash (OTC) functions through the development of presentations and by leveraging corporate communications channels to share activities and accomplishments.
• Lead the development of communications messages, channel and timing to support process and tool changes and execution of administrative processes.
• Co-lead the process for prioritizing and scheduling deployments to optimize the investment of available change capacity and ensure alignment with CE, cross-functional partners, and enterprise priorities.
• Plan and manage leader calls and leadership meetings to support change management, engagement and development.
• Support Business Continuity and Disaster Recovery (BC/DR) emergency events by quickly developing and distributing actionable guidance to Operations teams.
• Manage CE communications assets used by the enterprise and CE team members, including the CE homepage, Huddle communications SharePoint libraries and landing pages, and leadership SharePoint document libraries.

Benefits

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

What This Job Offers

• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree