Job Description

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

At Loblaw, we help millions of Canadians get through their best days, worst days, celebration days, and every day. Through our innovation and quality products, we\xe2\x80\x99re here for our friends, neighbours, family members and colleagues.

We succeed through collaboration and commitment and set a high bar for ourselves and those around us.

We\xe2\x80\x99re looking for adaptable people who are thrilled to join us in our goal of helping Canadians Live Life Well\xc2\xae. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong. We promote leaders at every level and support our people to follow their passion.

Reporting to the Director, Customer Enablement the Sr. Manager Customer Enablement (Western Canada SDM) is responsible for collaborating closely and communicating all aspects of Supply Chains objectives, initiatives and service levels to SDM Retail Operators and Owners. 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:

• relationship management,
• communication,
• event management, and
• change management.

Key Activities/Tasks

Customer relationship Management

• Key Supply Chain liaison / point of contact for Shoppers Drug Mart Executive Operations Leads, District Managers and Associate Owners (easier path of contact vs multiple single departments).
• Partners with all SME\xe2\x80\x99s and departments within Supply Chain to identify, resolve and communicate issues (Replenishment, Warehouse & Transport Operations, 3PL \xe2\x80\x93 Matrix & Relay, 3PL \xe2\x80\x93 Logistics Alliance, Assortment & Space Planning, Transport Planning)
• Responsible for ensuring the interests of SDM Retail and Associate Owners are represented on Supply Chain projects / initiatives and service levels realized.
• Understands SDM Retail customer needs and develops plans to address them.
• Resolve customer complaints quickly and effectively.
• Responsible for reviewing Associate Owner survey and creating action plans to improve relationship and service levels, partnering with respective SME\xe2\x80\x99s within Supply Chain.
• Responsible for ongoing collection of feedback from SDM Operators and Owners and creating action plans to drive continuous improvement.
• Represents Supply Chain on the SDM Logistics Working Group Committee \xe2\x80\x93 captures and shares minutes for Supply Chain teams including action items & owners, laisse with SC SME\xe2\x80\x99s 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 SDM Retail meetings and events, tours stores and gathers feedback from executive operators, DMs and Associate Owners.

Communication:

• Accountable for the creation of an up to date communication strategy between Supply Chain and SDM Retail (e.g. email distribution list, use of in-store web, frequency of communication updates)
• General day-to-day communication with SDM Executive Operations, DMs, Associate Owners & Front Shop Managers.
• Communicate weekly/daily Service Level updates (replenishment and warehouse & transport operations).
• Partners with SDM Marketing Call Centre Team to ensure SLA\xe2\x80\x99s are being adhered to and offering ideas and support to improve issue resolution.

Event Management:

• Issues Supply Chain Major & Minor Incident Updates directly to SDM Executive Operators, DMs and Associate Owners
• Advises SDM on Warehouse & Transport labour & supply issues (labour shorts \xe2\x80\x93 e.g. COVID, 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

Change Management

• Key liaison for updates on warehouse and system transitions to SDM ops and owners (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.
• Partners with senior management to drive process improvement and issue resolution strategies.

Skills Required:

• 3-5 years of experience
• Proven experience building positive relationships across multiple levels and departments
• Sound operational knowledge of the Shoppers business and Supply Chain (replenishment & operations)
• Problem-solving attitude
• Proven experience sharing ideas and influencing others
• Critical thinking
• Excellent communication skills
• Aptitude for encouraging positive relationships
• Customer-oriented mindset

Loblaw is committed to sustainability by sourcing products with integrity and making a positive difference in the community. Our CORE Values \xe2\x80\x93 Care, Ownership, Respect and Excellence \xe2\x80\x93 guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits \xe2\x80\x93 these are some of the many reasons why we are one of Canada\xe2\x80\x99s Top Employers, Canada\xe2\x80\x99s Best Diversity Employers, Canada\xe2\x80\x99s Greenest Employers & Canada\xe2\x80\x99s Top Employers for Young People.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Loblaw is committed to sustainability by sourcing products with integrity and making a positive difference in the community. Our CORE Values \xe2\x80\x93 Care, Ownership, Respect and Excellence \xe2\x80\x93 guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits \xe2\x80\x93 these are some of the many reasons why we are one of Canada\xe2\x80\x99s Top Employers, Canada\xe2\x80\x99s Best Diversity Employers, Canada\xe2\x80\x99s Greenest Employers & Canada\xe2\x80\x99s Top Employers for Young People.

Loblaw is committed to sustainability by sourcing products with integrity and making a positive difference in the community. Our CORE Values \xe2\x80\x93 Care, Ownership, Respect and Excellence \xe2\x80\x93 guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits \xe2\x80\x93 these are some of the many reasons why we are one of Canada\xe2\x80\x99s Top Employers, Canada\xe2\x80\x99s Best Diversity Employers, Canada\xe2\x80\x99s Greenest Employers & Canada\xe2\x80\x99s Top Employers for Young People.

Employment Type: Full time

Type of Role: Regular

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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