CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.
What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.
Job Description
As the Project Manager, Global Customer Experience, you will play an important role in bridging customer centric strategies with supply chain operations. This role focuses on improving the end to end customer experience by driving the execution of key customer experience initiatives in the Global CX Supply Chain Pillar, analyzing operational data, and leading cross functional projects that enhance customer satisfaction, efficiency, and transparency.
Position Purpose
- Support Customer Experience / Supply Chain pillar in Global Customer Experience
- Serves as a critical link between customer experience (CX) strategies and supply chain operations to enhance customer satisfaction and operational excellence.
- Translate high-level CX goals into actionable projects that improve delivery, accuracy, communication, and overall customer experience.
- Lead the execution of key CX initiatives within supply chain processes, ensuring seamless and timely delivery across global regions.
- Drive data-driven decision making by analyzing operational data, identifying trends, and providing insights to optimize project performance.
- Develop and implement solutions that address customer pain points and eliminate inefficiencies in supply chain workflows.
- Collaborate with cross-functional teams (logistics, procurement, operations, technology services, customer service) to align operations with CX priorities and business goals.
- Monitor and report on key performance indicators such NPS, accuracy, and other performance metrics to track project success.
- Proactively identify and mitigate risks that could impact customer experience and supply chain performance.
- Leverage tools, technologies, and process improvements to increase transparency and enhance CX visibility across the supply chain.
- Advocate for a customer-first mindset by ensuring all supply chain initiatives prioritize customer satisfaction and loyalty.
Major/Key Accountabilities
- Plan, execute, and manage CX projects with supply chain impacts (CX Supply Chain pillar) ensuring timely delivery, alignment with established goals, and successful outcomes.
- Collaborate with TS and SCD to implement systems that improve operational transparency and decision-making.
- Lead project teams, fostering collaboration and accountability across functions.
- Present project updates and findings to key and senior stakeholders.
- Analyse key performance metrics to identify trends and opportunities for improving customer experience.
- Resolve escalated operational issues impacting CX, coordinating with stakeholders to implement corrective actions.
- Develop and maintain dashboards and reports to track key supply chain and CX KPIs.
- Provide actionable recommendations to optimize supply chain operations and enhance CX outcomes based on data-driven insights.
- Coordinate efforts across global CX, logistics, procurements customer service, and technology teams to ensure seamless project execution.
- Track and report project progress, escalating risks and issues to stakeholders when necessary.
- Translate customer feedback into tangible process improvements driving enhancements in delivery reliability and operational transparency.
- Leverage tools and technologies such as SAP, myCHEP, Jira, Blue Yonder, PowerBI to streamline data analysis and project management, and collaborate with TS to implement solutions that enhance CX outcomes.
- Drive the adoption of digital tools and technologies (eg predictive analytics, visibility platform) to enhance CX and supply chain integration.
Experience
- 6+ years of business/industry work experience in customer facing and/or supply chain roles.
- Experience in a reporting and analytical capacity.
- Project management experience
- Process, technical, change management, and communication skills
- Experience working within a bi-modal delivery environment (i.e.: both waterfall and agile/scrum/iterative).
- Managing a broad range of cross functional relationships.
- Experience with logistics, transportation, and/or supply chain operations.
- Use JIRA or equivalent to PM tools ideally as an owner / administrator
- Intermediate Excel skills (eg: pivot tables, structured tables/references, macros, and complex formulas).
- Process mapping and SOP development.
- Building and interpreting PowerBI / Flow / PowerApps dashboards and reports.
- Experience using SharePoint as a site owner/administrator.
- Ability to lead teams and projects with clear direction and accountability.
Skills and Knowledge
- Prioritizes customer satisfaction while balancing operational objectives
- Highly organized and structured thinker with a proactive can-do attitude.
- Strong influencing and relationship skills, including track record of delivering results through influence in a matrix environment.
- Proven ability to influence stakeholders across levels.
- High emotional intelligence, sensitive to the needs and motivations of others, particularly in the context of a global organization with a variety of cultural differences.
- Strong analytical and problem-solving skills with proficiency in tools like PowerBI, SAP, Blue Yonder.
- Fluency in English essential. Fluency in additional languages highly desirable.
Remote TypeHybrid RemoteSkills to succeed in the roleAdaptability, Budget Management, Change Management, Cross-Functional Work, Data-Driven Decision Making, Digital Literacy, Emotional Intelligence, Feedback, Inclusive Leadership, Innovation, Inspiring Others, Issue Management, Learn From Mistakes, Mentorship, Motivating Teams, Prioritization, Project Delivery, Project Management, Resource Management, Risk Management, Stakeholder Engagement, Strategic Planning, Strategic Thinking, Talent Development
We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [email protected].
