Digital Customer Experience Manager
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Job Title: Digital Customer Experience Manager

Company : LafargeHolcim - HQ

Job Overview

At LafargeHolcim, we’re committed to shaping a greener, smarter and healthier world. That’s why we never stop looking for better, more sustainable ways to build. And for world-class talent to help us find them. Do you have the skills and the drive to join us?

Do you question the ordinary? Are you keen to explore new ideas? Restless that there has to be a better way? Do you persevere when things don’t go as expected?

Apply nowwww.lafarge.ca/careers

La version française de cette offre d''emploi est disponible en cliquant ici: https://cainternal-lafarge-na.icims.com/jobs/9727/responsable-expérience-client-digitale/job?mode=view


The Digital Customer Experience Manage (DCE) is a new role that is focused on bringing a digital mindset to the Logistics and Customer Services role within the Greater Montreal and Eastern Ontario markets. It is expected that the successful candidate will develop an innovative digital strategy and implement operational and business processes that leverage digital technologies to create a unique customer experience delivering superior profitability.

The DCE will be an integral team member in Lafarge’s strategic push as part of our ‘Concrete Reference Company’ strategy. In this role, you will drive value to the RMX concrete product line by expanding the efficiencies derived by leveraging agile development, data-driven decision making and partnering with open innovation solutions to drive a culture based on creating shared value with all stakeholders through the logistics and customer services functions

This role will report directly to the RMX General Manager in Greater Montreal / Eastern Ontario and have direct oversight of the dispatch operations. It will work closely with operations, logistics, quality assurance and customer service teams. They will be responsible to understand the business cycle and create and implement new strategies of decision making using advanced data analytics and artificial intelligence tools.

You will be supported by a North American data-science and analyst team who will provide product and market specific data insights to allow you to test and introduce customer facing solutions to improve efficiencies and extract value from our considerable infrastructure investments.


  1. Health and Safety: Ensures all aspects of his/her role are executed in a safe manner. Obeys safety guidelines when on construction sites and Lafarge operations. Displays leadership in promoting the safety culture of Lafarge.
  1. Dispatch Management: Responsible for the oversight of the dispatch organization of GMA and Eastern Ontario. Accountable to optimize costs versus service level utilizing existing business metrics
  1. Change Agent: Drive cultural change, promoting and embracing innovation as our culture. Develop a roadmap to train individuals in Innovation Ideation and digital technology. Champion and develop a culture of rapid prototyping, open innovation, within a data driven approach.
  1. Data Management: Ensure data strategy is in place and that data is respected and protected. Integrate both internal and external datasets to empower decision making
  2. Data Strategies and Application: Develop and introduce data and process driven tools & procedures to maximize utility of logistics and production assets and infrastructure. Develop digital revenue strategies within the logistics and customer services service offerings working in conjunction with the Sales management team and Commercial Performance Manager. Identify opportunities to use big data to provide the sales teams with tools that identify trends and opportunities to grow the profitability of the RMX business
  3. Customer Experience: Develop and lead digital experience strategies to influence customer facing interactions throughout logistics and the customer service cycle. Evolve our tracking and results communication process with better data visualization.

Dimensions:
Dispatches Greater Montreal, Eastern Ontario
Direct reports: 2 direct

Indirect reports: 10
Fleet employees 180 Drivers

Relationships with Others Jobs:

  • The role will work closely with the North American Manager and pilot projects teams
  • This role has a high level relationship with the Sales team, Functional Heads, and plant staff.
  • The incumbent will partner closely with Business Intelligence and Customer Excellence teams and is also expected to work with North American Performance experts in sharing best practices

Accountabilities:

  • Development and implementation of the digital strategy
  • Development and implementation of business and operational processes to increase profitability along with offering best in class customer experience
  • Collaboration with the others Digital Customer Experience Managers to identify and implement best practices in dispatch – logistics, sales and production – quality.
  • Identification of new ways of increasing synergies within the business.

Education & Work Experience:

  • Undergraduate degree in business, economics, mathematics, engineering, environmental science, or a related field degree with a strong focus of Digital business process development
  • 5 to 7 years progressive experience with proven success in developing digital programs and solutions
  • Has successful project Management experience
  • Experience in managing customer facing value chain with real-time manufacturing and/or distribution is a strong plus
  • Some technical understanding of digital tools such as IoT (Internet of Things) or machine learning will be an asset
  • Experience using CRM, inventory optimization, data visualization and planning tools preferred
  • Bilingual – English & French

Knowledge & Skills:

  • Evidence of transformational leadership and effective change management
  • Strong stakeholder engagement and communication experience
  • Continuous learning orientation with clear leadership and collaborative ability
  • Agile project management and product development experience
  • Independent thinker, open to challenges but self-motivated and driven.
  • Strong written and verbal interpersonal skills with the ability to influence.
  • Ability to negotiate skillfully in tough situations without damaging relationships
  • Ability to influence and energize organizations broadly and with consistency
  • Construction product knowledge (cement/aggregates/precast/ready mix products) an asset

Job-Specific Competency Profile (Lominger):

  • Drive for results
  • Business Acumen
  • Communicates Effectively
  • Persuades
  • Optimizes work processes
  • Plans and aligns

#indeedEast2


As we continue to look for more sustainable ways to build, we need world-class talent to join our team. People who are passionate about sustainability, driven by curiosity and keen to grow, learn, develop and thrive in our high-performance culture.

More information can be found at: www.lafarge.ca

We thank you for your interest. Only candidates selected for an interview will be contacted. Lafarge is committed to the principles of employment equity and encourages the applications from women, visible minorities, and persons with disabilities.

Lafarge Canada Inc. welcomes and encourages applications from people with disabilities. In Ontario, our organization/business is committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act. Accommodations are available on request for candidates taking part in all aspects of the selection process.


Job Type : Full Time
Created: 2021-04-24
Location: Laval, QC
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