Director, Customer Experience

This position is required to be on-site.

Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We’re guided by our culture of care and our core values: safety, inclusion, integrity, and results. We’re creating an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.

Reporting to the Senior Vice President, Sales, the Director, Customer Experience, is responsible for overseeing Nutrien’s Commercial global Nitrogen, Phosphate and domestic Potash global order to cash operations, developing strategies to create more efficient and effective ways of doing business with customers and the development of strategies around best practices for sales contract management. The role will be accountable for overseeing the team responsible for the order placement of 19 million tonnes of Nitrogen, Phosphate and Potash (NPK) products for the agricultural, industrial and feed markets that generate over $8.5B in annual revenue.

You will develop short-term and long-term strategies that allow for ease of business with customers through digital efforts such as the Customer Experience App and B2B. You will be asked to play a key strategic role within Nutrien, as well as the Sales Leadership Team (SLT) while also working collaboratively with key stakeholders across Commercial, Finance, Operations and Retail. The leader must be adept at problem solving highly complex situations that support the needs of the customers and the company. The successful candidate will be dedicated to building a strong culture that aligns with Nutrien’s values.

What will you do:

• Build, mentor, develop, and lead high-performing Customer Experience teams in the US and Canada.
• Foster a culture of collaboration, innovation and continuous improvement within the team and across the organization.
• Provide coaching and development opportunities to team members.
• Lead the team that is the primary point of contact for all customer orders, contract development, and is the escalation point for any issues/concerns.
• Develop and implement a robust contract management strategy aligned with overall business objectives.
• Lead the strategy for the Customer Experience app which allows more digital interface between the organization and our customer base.
• Lead efforts to optimize the order entry journey for customers through the Customer Experience app or B2B ensuring an efficient and user-friendly experience.
• Ensure the end-to-end customer experience from order entry to delivery of product is successful with support from our Sales and Commercial organizations.
• Identify opportunities for process improvements and implementation of best practices to enhance operational efficiency within customer experience.
• Develop and standardize methodologies to ensure consistent and high-quality customer interactions.
• Lead collaboration with Finance, other Commercial and outside auditors to effectively manage and report both internal Sox and external auditing requirements.
• Support the broader Sales organization on customer contract management, developing processes in creating and storing contracts that align with corporate DOA.
• Develop and implement a comprehensive customer experience strategy aligned with the company’s business objectives collaborating with SVP, Sales and SLT.
• Partner with Sales and the broader Commercial team to ensure a strategic approach to order-to-cash with customers.
• Lead collaboration with key stakeholders including Sales, Transportation, Product Management, Finance, and IT along with Nutrien's plants and warehouses to manage order to cash activity and support customer understanding of product availability/supply chain and logistics.
• Stay abreast of industry trends and emerging technologies to identify opportunities for innovation to better service customer needs.
• Develop and maintain strong relationships with Nutrien’s customers as well as stakeholders within the Commercial and broader organization.
• Deliver presentations at sales and customer meetings and have the ability to engage in conversations about critical activities and business priorities.

What you will bring:

• Post-secondary degree in a field such as Agriculture, Business, Finance, Accounting, Supply Chain, Economics or a related field. A Master’s degree is not necessary but preferred.
• 15+ years of experience including successfully leading teams.
• Must be a team player with a proactive approach.
• Detailed understanding and history of working in ERP systems, SAP and MSS is a plus.
• Superior understanding of Customer Experience processes and procedures and how transactions flow through and report in the various systems.
• Highly motivated with a proven track record of leading and coaching people.
• Demonstrate 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.
• Understands internal accounting, SOX and audit principles and the impacts of posting transactions to ensure the proper closing out of fiscal periods (months, quarters, and years).
• Knowledge of the organization's structure, key positions, and areas. Develop key trusting relationships both internally and externally.
• Understanding of the overall life cycle of product sold from production, to order entry to shipment to receipt by the customer.
• An enterprise mindset that demonstrates ownership for delivering superior value for the organization.
• Understanding of best practices surrounding contract management.

Salary Range: $121,500 - $225,600/annually. This range is estimated for Director, Customer Experience Deerfield, Illinois. Actual salary and benefits may differ based upon location.

We provide an attractive benefits package that includes comprehensive medical, dental, vision coverage, and life insurance and well as disability coverage for positions working more than 30 hours per week. In addition, we have a retirement program that encourages our employees to save for the longer term, with generous matching employer contributions. Our benefit package also demonstrates our culture of care with paid vacation, sick days and holidays as well as paid personal and maternity/parental leaves and an Employee and Family Assistance Program. Details of the benefits package will be shared in the application process.

Ready to make an impact with us? Apply today!

Nutrien is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check, and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted. Applicants must meet minimum age requirements, as permitted by law.

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