Manager, Customer Experience - Calgary, AB

Reporting to the Director, Customer Experience, the Manager, Customer Experience is a crucial link in the Customer Experience talent pipeline.  The Customer Experience team is responsible for Nutrien’s Wholesale Nitrogen, Phosphate and  Potash (NPK) wholesale US and Canada order-to-cash operations including order entry and adjustments, invoicing, contract management, accruals and rebate payments, and product allocation management. This role requires experience in the areas of fertilizer, feed, and/or industrial markets with responsibilities that have a direct impact on revenue recognition as well as leadership capabilities.

What You'll Do:

Lead the Calgary-based Order-to-Cash team members that are directly engaging with customers processing NPK transactions across North America. This leader is responsible for managing a team of approximately 9 individuals, in the larger customer experience team of 25.  The Customer Experience team specializes in delivering order-to-cash functions that support the Wholesale Sales team by processing an estimated 16M metric tonnes of product annually, generating over $7.0B USD in revenue. Over 200,000 product orders each year are created and shipped by the combined Customer Experience team - located in Deerfield, IL, Calgary, Alberta and Saskatoon, Saskatchewan - in support of the Wholesale Sales NPK sales targets spanning all product lines.

This leader will collaborate extensively with the Customer Experience leadership team comprised of peer managers and the Director, Customer Experience to optimize processes through continuous improvement, system automation, accuracy, and efficient resource allocation. This includes driving the expansion and enhancement of the customer portal as the primary platform for customer-related transactions, ensuring it becomes the go-to resource for customers.  The Customer Experience leadership team manages workloads, training and responsibility across all three delivery areas, requiring a collaborative approach to ensure integration of work to match resource levels.

In addition, this leader will drive the success of a continuous pipeline of talented individuals by recruiting high-quality candidates, executing a comprehensive onboarding and training program, and providing ongoing coaching and development opportunities for team members and working across the leadership team to advance growth and development for the full Customer Experience team.

Key Responsibilities:

• Provide subject matter expertise for executing sales-related transactions and make decisions on key activities including trades/swaps, purchase for resale, and consignment inventory
• Supervise transactions and ensuring the timeliness and accuracy of order-to-cash transactions (e.g., orders, invoicing, contracts, product allocations) across ERP systems
• Maintain the accuracy and timeliness of customer master data in the systems, which includes information such as sold-to, ship-to, sales managers, account representatives, and pricing representatives
• Address urgent issues outside of regular business hours as required to ensure uninterrupted business operations
• Understand fundamental accounting and audit principles and the impacts of posting transactions to ensure the proper closing out of fiscal periods
• Address financial information requests and process validations originating from external and internal audiences including auditors, SOX leads, and financial stakeholders
• Collaborate with key stakeholders across our organization including Wholesale Sales, Transportation & Distribution, Product Management, Finance, and IT along with Nutrien's plants and warehouses to manage order-to-cash activity, product availability, supply chain and logistics

What You'll Bring:

• Post-secondary degree in Business, Customer Experience or Supply Chain or related experience
• 8+ years of experience in a related business function and a minimum of 5 years of experience managing a team
• Excellent verbal and written communication, critical thinking and problem-solving skills and ability to interact with all levels of the organization
• Detailed understanding of SAP or similar ERP system
• Superior understanding of customer experience processes and procedures and how transactions flow through and report in the various systems
• Passionate about leading and coaching diverse team members to excellent performance
• Exceptional organizational skills, adept at effectively managing multiple tasks simultaneously while prioritizing deliverables
• Experience and proficiency in a variety of software programs and applications including Microsoft Office products particularly Word, Excel, and PowerPoint