Cargill Customer Experience Manager in Hopkins, Minnesota
Customer Experience Manager
Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience. We have 150,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.
The Customer Experience Manager is a key role responsible for developing the technology, processes and people which are needed to drive a differentiated customer experience and generate customer advocacy. A large portion of this role will be spent coaching, mentoring, and leading employee development while overseeing the entire customer experience through the supply chain. This role will be responsible for identifying technology, process improvements, metrics and collaboration needed with other areas involved in the customer order process.
50% Organizational Effectiveness
Operations and Business Processes - Responsible for ensuring a high degree of performance for the Customer Experience Process and Master Data
Customer Experience - Ensure that the team takes proactive steps to avoid issues and works with a sense of urgency to resolve problems as they occur. Define customer experience and service levels Customer issue resolution with corrective action and overall process improvement. Define the data and analytics needed to support the customer experience measurement.
Oversee the Salt Store and all metrics associated with usage of the salt store for Road Safety, Water Quality and Food
Oversee the SalesForce Service Coud technology and process development and metrics
Oversight of all Master Data activities within Customer Care including Customers, Materials and Vendors/Counterparties
Execute and monitor performance standards for Customer Experience and Master Data Team. Direct and reassess priorities in order to achieve business plan objectives for the defined portfolio.
Resource Management - Ensure that the team has the right resources in the necessary configuration to meet customers’ expectations.
Cross Functional Relationships - Serve as a liaison between external customers and internal functions to ensure customer needs are met.
Continuous Improvement - Identify opportunities and drive projects to further improve department processes and systems, with a specific focus on quality, efficiency, responsiveness, and standardization of work.
Team Leadership – Develop and manage against appropriate stretch goals for teams in order to meet department and business needs
Team Communication – Articulate the vision of The Customer Experience and ensure that the team understands and embraces their ability to impact the delivery of our strategy.
Change Management/Leadership –Understand and apply change management best practices to successfully embed changes across the organization
50% People, Talent Management and Engagement
Talent Management –Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
Development –Enhance team capabilities by enabling the creation of meaningful development plans. Provide challenging assignments for team members to realize their potential and meet future talent needs.
Recognition - Implement rewards and recognition programs to motivate and drive performance. Motivate and inspire; coach and develop
Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback
5 years of people management experience with a proven track record of managing, mentoring, coaching, and developing high performing teams
5 years Direct prior experience in a B2B role, such as Sales, Supply Chain, or Customer Service
Demonstrated experience developing stretch goals and objective measures to manage staff and team performance
Strong business acumen with demonstrated ability to analyze data and make fact-based business recommendations
Ability to manage/problem solve within a fast-paced, rapidly changing environment with multiple priorities
Demonstrated ability to work collaboratively across functions to resolve issues
Well-developed oral and written communication and presentation skills
Demonstrated experience identifying improvement opportunities and leading teams to complete projects
Demonstrated success leading and influencing change.
Prior experience/exposure with Continuous Improvement methodologies such as Lean Six Sigma/Kaizen
Potential to travel up to 20%
Bachelor’s Degree in a business related field.
Demonstrated knowledge of SAP or similar ERP systems
Cross functional business knowledge
Conflict resolution experience.
Root cause analysis
Knowledge of Cargill products, services, customer base and industry in relevant product line(s).
Experience with Salesforce.com
Data and Analytics
Customer Experience Metrics and Dashboards
Equal Opportunity Employer, including Disability/Vet.
Job Information Technology
Primary Location US-MN-Hopkins
Other Locations United States
Job Type Standard
Shift Day Job
Req ID: NEW01367