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Sr Manager Customer Experience

  • Req ID: 79084
  • Department: Strategic Planning
  • Job Type: Full-Time
  • Position Type: Non-Union
  • Location: Calgary, Alberta
  • Country: Canada
  • % of Travel:
  • # of Positions: 1
  • Job Available to: Internal & External
  • Deadline to apply: 08/10/2020

 

Canadian Pacific is a transcontinental railway in Canada and the United States with direct links to major ports on the west and east coasts. CP provides North American customers a competitive rail service with access to key markets in every corner of the globe. CP is growing with its customers, offering a suite of freight transportation services, logistics solutions and supply chain expertise. Visit cpr.ca to see the rail advantages of CP. For more on our purpose, culture, and strategy, visit cpr.ca/en/about-cp.

 

POSITION DESCRIPTION:

The Senior Manager, Customer Experience is accountable to elevate and improve the digital experience of CP’s customers.  The position solicits, prioritizes and reviews the needs expressed by customers, Marketing & Sales, Customer Services, Operations and Information Services teams.  The Sr Manager plans and leads the programs to realize the vision.

 

POSITION ACCOUNTABILITIES:

  • Develop and maintain an integrated roadmap for Customer-facing technology programs
  • Engage with stakeholder groups to solicit requirements and communicate program status updates
  • Lead processes and programs alignment across departments so that new tools and features can be effectively rolled out to CP’s customer base
  • Lead the execution of the projects by ensuring that clear user stories, test strategies, risk assessments, and support are all available
  • Plans, executes business change management activities for internal stakeholders and external customers including the development and execution of communications plans, training strategies, etc.
  • Leadership – drive for results, lead thought, lead by example and lead others

 

POSITION REQUIREMENTS:

  • University degree/MBA in business, marketing or information services;
  • Extremely high relationship and customer relationship management skills;
  • Must be able to understand information systems and their function, provide input to future development;
  • Professional experience leading a team;
  • Canadian and/or US Railway industry or transportation knowledge required;
  • Trucking, 3PL, transportation logistics knowledge and experience;
  • Excellent understanding of CP’s customers and how they do business;
  • Excellent understanding of financial controls &  risk mitigation;
  • Decision making and problem solving skills;
  • Strong written and verbal and presentation communication skills;
  • Financial acumen, financial analysis skills;
  • Understanding of Supply Chain Logistics.

 

WHAT CP HAS TO OFFER:

  • Competitive benefits package
  • Competitive company pension plan
  • Annual Fitness Subsidy

 

ADDITIONAL INFORMATION:

 

Background Investigation:

The successful candidate will need to successfully complete the following clearances:    

  • Criminal history check
  • Reference check
  • Education verification

 

CP is an equal opportunity employer committed to the principles of employment equity and inclusion. We welcome applications from all qualified individuals. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act ("PIPEDA").  

 

Apply now »