Customer Experience Communications Manager

Customer Experience Communications Manager

Develop and deploy an interaction flow with customer messaging to consistently create the service experience our customers value (our "Service Brand"). Manage CSC Change Management, deployment, and communications to ensure alignment to Grainger Edge and corporate strategies, enable team member understanding and adoption, and provide a consistent and engaging experience for team members. You will report to the Group VP, Customer Experience. This position is hybrid 3 days per week in office at our Lake Forest headquarters.

You Will

• Develop and implement Customer Experience communications in partnership with the CE Leadership Team and Corporate Communications to enable team member understanding of and alignment with our role in the Grainger Edge, our Service Brand, and how their work creates value for customers. Proactively monitor/gather team member feedback and facilitate delivery of communications in support of engagement.
• Enable cross-functional visibility to Customer Service Center (CSC) and Order-to-Cash (OTC) functions through the development of presentations and by leveraging corporate communications channels to share activities and accomplishments.
• Lead the development of communications messages, channel and timing to support process and tool changes and execution of administrative processes. Ensure communications convey a clear linkage to organizational goals and that customer messaging content is aligned with the CSC Service Brand.
• Co-lead the process for prioritizing and scheduling deployments to optimize the investment of available change capacity and ensure alignment with CE, cross-functional partners, and enterprise priorities. Define and manage a repeatable process for implementing routine, non-complex deployments.
• Plan and manage leader calls and leadership meetings to support change management, engagement and development.
• Support Business Continuity and Disaster Recovery (BC/DR) emergency events (e.g., hurricanes, systems outages, etc.) by quickly developing and distributing actionable guidance to Operations teams.
• Manage CE communications assets used by the enterprise and CE team members, including the CE homepage, Huddle communications SharePoint libraries and landing pages, and leadership SharePoint document libraries. Ensure effective content governance and usability. Support administrative communications (e.g., announcements and leader messages) by providing templates and reviewing for clarity as needed.

You Have

• Bachelor's Degree BA/BS in journalism, communication or business required
• 3+ years experience in function leading communication for a large, multi-site team, preferably involving operations. required
• Strong business acumen and ability to translate complex business issues into readily understandable, creative and strategic communications for a variety of audiences
• Effective collaborator able to develop solid working relationships with business partners across the organization.
• Strong leadership skills that foster teamwork, mutual support, personal responsibility and accountability.
• Excellent communication skills, both verbal and written. Strong presentation and facilitation skills.
• Comfortable leveraging generative AI for drafting, personalization and insight generation while ensuring accuracy and Service Brand alignment.
• Demonstrated planning and organizational skills and ability to balance multiple priorities in varying degrees of implementation. Able to operate in a complex, rapidly changing environment.
• Ability to counsel and make effective recommendations to leaders at all levels of the organization.
• Proficient in SharePoint and other tools including Word, Excel (can maintain complex spreadsheets) and PowerPoint

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace. We are committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment.