McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 17 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we're so much more than a distribution company. We've automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions. Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all.

At McKesson Canada, you'll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that's vital to us all.

Job Summary

Reporting to the Senior Director, Customer Service, the Senior Manager, Customer Experience accomplishes department objectives by staffing, directing, training and developing employees, planning and overseeing customer experience activities. This role can be done from our Mississauga, ON or Montreal, QC offices.

The incumbent is responsible for deploying and upholding a high-quality customer experience through staff effectiveness, leading processes and systems, and service excellence.

The role revolves around improving the customer experience, driving customer satisfaction, loyalty and growth.

The incumbent organizes and develops a way to measure how customers perceive the services provided by the organization. This include owning aspects of the customer journey such as developing feedback surveys, scheduling in-person and online meetings with customers.

The incumbent oversees the execution of customer programs nationally, identifies trends and insights to continuously drive sales volumes, and solicits customer feedback trough store reviews. This includes monitoring of performance indicators related to sales, operations and service.

The role includes taking ownership of complex and recurring customers issues and finding effective solutions, as well as helping the customers achieve maximized value from services provided, resulting ultimately in long-term customer retention.

The incumbent works cross-functionally with key leaders and stakeholders, including Sales Operations, Account Management, Business Development, Quality and Operations, to deliver a seamless customer experience and success.

General Responsibilities

• Lead, coach and develop staff members toward executing customer experience activities; assign activities and prioritize workload.
• Collaborate with Customer Service, Sales and Business Development teams to provide relevant and consistent messaging and support customer development opportunities; gather customer feedback and insights.
• Oversee the review of store activities and the identification of trends and opportunities. Assist in resolving store concerns to drive loyalty and assist Sales in driving growth.
• Lead the team to establish store relationships as it relates to Sales Operations; establish a call cycle strategy and plan for the Customer Experience team.
• Drive national programs and operational initiatives as relevant.
• Oversee the analysis and periodic reporting of key performance indicators to customers; lead the Customer Experience team to measure real-time sales, and store service metrics.
• Work with senior leaders and key stakeholders to address and resolve specific customer requirements and issues.
• Lead the team to drive a seamless, consistent and top-quality customer experience.
• Define and implement tools and processes to understand customers, e.g., surveys, other listening posts, personas, journey mapping.
• Develop a way to measure how customers perceive the services provided by the organization, such as developing feedback surveys, scheduling in-person and online meetings with customers.
• Co-create new experiences with customers. Centralize and analyze customer feedback and data.
• Identify metrics to track and ensure those metrics are linked to business outcomes.
• Establish a strong relationship and connection with customers; capture feedback in real time.
• Drive customer satisfaction, loyalty and growth through leading customer experience processes.
• Is responsible for implementing the highest standard of Compliance across operational processes as required by regulatory bodies.
• Lead process mapping, reengineering and continuous improvement; maximize customer value with services provided and drive long-term customer retention.
• Identify and develop performance improvements and efficiencies for customers; deliver strong customer interactions across multiple channels.
• Balance workload amongst team members, using metrics and other staff planning and management tools; ensure timely and consistent communications.
• Work collaboratively with leaders and stakeholders across the organization to advance projects and transition customers.
• Implement development and training plans and stay abreast of latest customer management trends and techniques.
• Liaise with DC Operations, Sales Operations, Procurement and other stakeholders for product availability and put-away prioritization.
• Act as the senior leader as it relates to resolution of recurring and material customer claims; liaise with clients to provide recommendations and implement resolution.
• Stay abreast of technological advances and evaluate their relevance and importance for the Customer Experience team.

Position Requirements and Qualifications

• University degree in relevant discipline.
• 5- 7 years' experience in Customer Experience or relevant field.
• A minimum of 5 years' experience in the pharmaceutical industry.
• 5 years or more experience in managing teams.
• Excellent organization and time management skills.
• Professionalism and experience in dealing with demanding customers.
• Demonstrated experience and success in leading teams and developing employees.
• Excellent interpersonal skills. Team player.
• Exceptional communication and presentation skills, both written and verbal.
• Proven ability to multi-task and ability to adapt quickly in a fast-paced environment.
• Demonstrated leadership. Excellent partnering skills.
• Analytical skills.
• Ability to collaborate with various levels of management and employees.
• Perfectly bilingual, both written and spoken.
• Extensive knowledge of MS Office products (Power Point, Excel, Word, Project and Visio).
• Knowledge of process and project management. Strong business acumen.
• Customer-focused.
• Solid experience working with management.
• Attention to detail, whilst maintaining a strong sense of summary and ability to synthesize.
• Ability to identify operational and strategic issues and proactively drive solutions.

Career Level M3

Worker Type

McKesson is an Equal Opportunity employer.

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.

McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.

Current employees must apply through internal career site.

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