Job Description

Requisition ID: 170946

Career Group: Corporate Office Careers

Job Category: Wholesale Operations

Travel Requirements: 20 - 30%

Job Type: Full-Time

Country: Canada (CA)

Province: Nova Scotia; Alberta; British Columbia; Manitoba; Ontario; Quebec

City: Stellarton, Calgary, Vancouver, Winnipeg, Mississauga, Montreal

Location: Foord St. Office, Bureau de Montreal-Nord, Calgary Office, Tahoe Office, Vancouver Office - Fraser Street, Victoria Office

Postal Code: B0K 1S0

Our family of 134,000 employees and franchise affiliates share a collective passion for delivering exceptional shopping experiences and amazing food to all our customers. Our mission is to nurture the things that make life better - great experiences, families, communities, and our employees. We are a family nurturing families.

A proudly Canadian company, we started in a small town in Nova Scotia but we are now in communities of all sizes across this great country. With over 1500 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawton's Drug Stores or another of our great banners but we are all one extended family.

All career opportunities will be open a minimum of 5 business days from the date of posting.

Overview

The Director of Wholesale Operations is responsible for strategy and innovation for the wholesale business including developing tools, technologies and processes that will enhance and deliver a great end to end customer support experience for all wholesale customers.

The Director will lead a multi functional team of professionals focused on supporting the end customers as well as the internal sales team to consistently improve ordering systems, fill rates, logistical efficiencies as well as innovation and development of new IT projects and strategic capabilities. The role requires a strategic thinker and self driven problem solver that can enhance overall customer satisfaction and operational efficiencies.



Own end-to-end customer support experience

• Develop strategy and processes to achieve superior customer service
• Develop and drive solutions to common customer pain points
• Communicate processes and results to Sales Reps and broader organization
• Design claims process and establish response and resolution time targets
• Track key metrics (e.g. call volume, wait time, call reason) and report on statistic
• Manage IT support team to enable smooth order processing
• Drive continuous improvement in systems and tools to improve customer experience

Empower employees and develop top talent

• Create opportunities for skill development and career progression to develop talent
• Create a store's first mentality focused on prioritizing customer satisfaction and efficiencies

Distribution and Logistics Operational Efficiencies

• Work with National Distribution teams to create a strategic road map of tools, processes and capabilities to out deliver and out service our customer network
• Provide input, identify pain points and solve customer facing issues.
• Work closely with National team to identify opportunities to strengthen fill rates for all accounts
• Track, monitor and solution fill rates, partnering closely with Merchandising and Sourcing

Wholesale Strategy and Innovation

• Owns design and development of operationally efficient planning and processes
• Enhances the customer experience through innovative processes that respond to customer pain points

#Li-Hybrid

Job Requirements

• A Undergraduate Degree and a minimum of 10 years of relevant experience
• Knowledge of company policies and procedures
• Project management experience preferred
• Experience in Operations and Logistics preferred
• Solid organizational, interpersonal, time management and problem-solving skills
• Superior team leadership ability

Sobeys is committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.

While all responses are appreciated only those being considered for interviews will be acknowledged.

We appreciate the interest from the Staffing industry however respectfully request no calls or unsolicited resumes from Agencies.