Manager, Customer Enablement

Loblaw Companies Limited•Brampton, ON

About The Position

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.

Requirements

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

Responsibilities

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.
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.
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
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.