Market Manager, Field Operations

Work Location Type: Remote 

As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.

Position Summary:

The Market Manager, Field Operations is responsible for customer service-related activities that support the execution of sales and service strategies within the geographic area of responsibility. The role leads the activities to be the customer’s first choice for the products and services they need to keep their workplaces safe, efficient, and functioning, by managing market efforts for supporting sales growth and KeepStock engagements as well as branch specific activities. Builds solid internal and external partnerships that support best practices in the area of talent management, sales growth, cost to serve, and providing unparalleled customer service.

The Market Manager personally owns the market and actively engages in strategic thinking, promoting empowerment, and being a role model who helps team members link their work requirements to the success of the company.  The incumbent provides leadership and strategic direction for multiple branch or retail locations (depends on size & geography) and Keepstock (Customer Inventory Management Solution)  teams.

This is a remote position open to candidates in the GVA, Island, and Southern BC areas. 

Job Responsibilities (You Will):

Business Leadership

• Grow revenue and market share by developing a strategic plan with the sales team to meet or exceed incremental sales growth expectations.
• Responsible for execution of Branch and Keepstock strategy at a market level within the field operations network.
• Manages operating expenses to balance service and cost to serve while looking for ways to improve processes and remove non-value-added activities; full PnL ownership.
• Lead assigned leaders (Branch and Keepstock) in the implementation, monitoring, and measurement of core processes, safety, inventory accuracy, standard work, risk management and customer satisfaction.
• Lead assigned leaders (Branch and Keepstock) in their understanding, implementation, and execution of performance and operational excellence.
• Lead assigned Keepstock leaders in the implementation, execution and measurement of the Keepstock Services, ensuring all productivity goals are met or exceeded while maintaining customer accounts and the delivery of products on time utilizing key tools and metrics.
• Identify emerging needs of customers and provide feedback to the Director, Field Operations
• Understand local market conditions and the promoting of relevant service offerings that position Grainger to capture market share. 
• Collaborate across Sales, Supply Chain, and other key internal stakeholders to ensure operational excellence and exceeding customer expectations.
• Proactively drives partnership opportunities with local sales and service leadership to support customer growth.
• Accountable to growing revenue in new and existing Keepstock accounts year over year.

Operational Excellence

• Ensure that all practices are in line with the overall standards of Grainger’s branch and Keepstock network; drive operating metrics in a safe and inclusive environment.
• Drive exceptional services and excellence in branch and customer sites.
• Develop customer advocacy in all team members; grow sales partnership by making joint or individual sales calls to communicate the Grainger Value Proposition.
• Understands the competitive landscape, its impact on the local market and takes action to gain market share and mitigate loss of current market share.
• Work with market leaders to develop, document and implement market-based strategies including sales and marketing plan for growing counter and will-call sales volume.
• Inspect and ensure branch leaders enforce flawless counter and will-call customer experience.
• Inspect and ensure Keepstock leaders enforce standard work and services excellence across all keepstock operations.
• Collaborate with Internal Audit on compliance issues and process improvements.
• Build and foster a strong continuous improvement culture within the market by challenging the status quo, making problems visible and promoting tools/ methodologies to identify and reduce waste to build standardization and operational excellence within the market.
• Maintain knowledge and ensure compliance of WHMIS, Transportation of Dangerous Goods Act, WSIB, and all related governing legislation.

 Talent Management

• Recruit, select, develop, coach, train, and retain a diverse team.
• Build a talent pipeline, internal and external, for key roles.
• Drive accountability of leaders to ensure team member and operations are functioning at the set standards of the North American Branch and Keepstock Networks
• Identify and develop future leaders and strong contributors through the use of performance tools and succession planning processes.
• Creates an environment where Leaders are engaged, empowered, enthusiastic, and committed to the success of the company.
• Develop intentional action plans to drive ongoing engagement.
• Maintains an open mind to benefit from diverse thoughts and ideas.

Embracing and encouraging open-door feedback sharing culture

This position is salaried and will pay between $ 125, 000 - $ 135, 000. This role is bonus eligible. 

Factors involved in determining the salary include, but are not limited to: a candidate’s experience, qualifications, and geographical area.

Education/Experience (You Have):

• Minimum of 5- 7 years progressive experience managing a large branch and/or other large business and teams;
• Strong leadership skills with teambuilding and coaching skills to coach, develop and grow team members; ability to providing coaching to remote team would be preferred. 
• Demonstrated relationship-building and communication skills developed through prior experience in a sales and customer service role
• Innovative thinker. Can streamline work processes, reduce costs and improve operational excellence
• Must be a change agent with capability to influence and lead a team through periods of rapid change and growth
• Proven ability to attract, develop and retain superior talent and build high performing and engaged  teams.
• Driven to win with a continuous improvement mindset to constantly looks for ways to help Grainger beat the competition.
• Strong organizational and time management skills. Ability to multi-task.
• Proven customer-focused leadership with a high sense of urgency and consistently delivers on commitment & expectations.
• Professional demeanor and ability to work with all levels externally, as well as internally
• Knowledge of the local market and previous sales experience would be an asset
• Proficient computer skills and aptitude in an SAP environment.
• Completion of post-secondary diploma or degree, preferably in Business or equivalent business experience
• Strong business acumen including an understanding of financial operating statements and key drivers. Understand and use financial reports to effectively manage the business
• Possession of a valid driver’s license and ability to travel to various branch locations and customers sites within

Rewards and Benefits:
Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

• Medical, dental, vision and prescription drug coverage
• Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
• Life insurance coverage, including spousal and dependent life insurance.
• Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
• Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
• Educational & Professional Membership Fee Assistance program
• Employee discounts, team member perks and more!

DEI Statement

We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

We are proud to be an equal opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role or to a director+ position.