Manager, Sales Process and Customer Experience
Position Summary :
Reporting to the Sr. Director, Product Marketing , the Manager, Sales Process & Customer Experience will play a critical role in providing centralized support to UFA’s Agribusiness and Petroleum sales functions.
This role will lead cross-functional efforts to identify and implement process improvements to UFA’s CRM (Customer Relationship Management) system, the commercial petroleum RFP (Request for Proposal) process, and approach to customer service and feedback.
Additionally, this role will be responsible for consolidating and managing sales / front-end reporting, KPIs, metrics and reconciling key business metrics with UFA’s financial reporting.
Key Accountabilities :
- Lead project to enhance CRM focusing on ease of use for sales teams when inputting data, ensuring CRM data output fulfills requirements for data analysis, product management, customer relationship management, etc.
- Gather feedback from CRM users to identify opportunities for improvement.
- Lead cross-functional CRM enhancement effort with sales groups, IT, finance, CRM consultants, etc.
- Evaluate opportunities to increase CRM adoption across UFA business lines.
- Evaluate CRM pricing exception logic with the objective to optimize balance between transactional efficiency and margin control.
- Reporting / measurement / tracking of actual pricing relative to target, pricing exceptions, etc.
- Evaluate opportunities to automate processes and streamline the commercial petroleum RFP process.
- Gather customer bid package and populate base data for commercial petroleum RFP bids.
- Coordinate RFP pricing logic between petroleum operations, fuel agents, commercial petroleum sales team for deals that span multiple UFA geographies.
- Enhance transparency of the RFP pricing process.
Customer Service :
- Lead the customer engagement / insights team.
- Increase scope of customer service function to include ag / member customer base.
- Follow up with customers (prospects, lost sales, etc.).
- Develop metrics / KPIs to evaluate efficacy in managing customer relationships.
- Develop processes to capture customer feedback / interactions in CRM.
Reporting :
Consolidate package of business reporting from various sources and business lines (workspaces within Power BI, Excel reporting, etc.
to develop a comprehensive view of business performance.
- Develop metrics reporting by shelf for agricultural customers (fuel / lubricants / seed / chemical / fertilizer / retail store / livestock / structures) and tie to overall results produced by the finance organization.
- Manage CAM (Customer Account Manager), Commercial Petroleum (BD) KPI tracking / reporting, incentive plan calculations.
Required Qualifications :
- Post-secondary degree or higher education in a related business field required.
- CPA, CFA, engineering, operations management, etc. (analytical / process-oriented) designation is preferred.
- Minimum 8-10 years’ experience in the agricultural industry or related business field.
- Proven leadership skills and track record managing teams of various disciplines.
- Experience in relevant ERPs and systems (SAP, Microsoft Dynamics) considered an asset.
- Strong oral and written communication skills coupled with solid interpersonal and presentation skills. Experience in facilitating meetings and conflict resolution.
Application Instructions :
External Applications : Please send your cover letter and resume to [email protected] and quote the posting number in the subject line.
Internal Applications : Please email your resumes and Complete Form Application For In-House Position , posting number, and forward to [email protected] .
We thank all candidates for their interest, however only qualified candidates will be contacted for an interview.
About UFA :
UFA Co-operative Limited is an Alberta-based agricultural co-operative with more than 120,000 member-owners. Founded in 1909, UFA's network comprises of 114 bulk fuel and Petroleum Cardlock locations, 34 Farm & Ranch Supply stores and a support office located in Calgary.
Independent Petroleum agents and more than 1,000 employees provide products, services and agricultural solutions to farmers, ranchers, members, consumers and commercial customers in Alberta, British Columbia, and Saskatchewan.
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