Manager, Customer Experience

Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We’re guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We’re creating an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.   

Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders.  Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien.  

Reporting to the Director, Customer Experience, the Manager, Customer Experience is responsible for Nutrien’s Wholesale Nitrogen, Phosphate and Potash global order to cash operations including order entry and adjustments, invoicing, contract management, accruals and rebate payments, and product allocation management. This role requires extensive experience in the areas of fertilizer, feed, and industrial markets with responsibilities that have a direct impact on revenue recognition.

What you will do:

• Lead the Calgary Order-to-Cash desk made up of team members that are directly engaging with customers and processing NPK transactions across North America. The West Desk leader is responsible for managing a team of 10+ individuals that process an estimated 8+MMT of product annually generating over $3.7B USD in net sales. Over 150,000 product orders are created by the team in support of NPK operations each year spanning all product lines.
• Offer strategic guidance to optimize processes for continuous improvement, system automation, accuracy, and efficient resource allocation. This includes driving the expansion and enhancement of the customer website as the primary platform for customer-related transactions, ensuring it becomes the go-to resource for customers.
• Oversee and supervise the tracking and control of all product/customer accruals that impact revenue of over $100M. This includes managing the entire process of entry, payment, approval, and reporting for the Commercial team.
• Apply specialized expertise to highly complex situations that are occasionally unprecedented. Be the subject matter expert for executing all SAP sales-related transactions and make/influence the decisions taken to perform key activities including trades/swaps, purchase for resale, and consignment inventory.
• Drive the success of a continuous pipeline of talented individuals by recruiting high-quality candidates, executing a comprehensive onboarding and training program, and providing ongoing coaching and development opportunities for team members.
• Perform an operational role by supervising transactions and being responsible for ensuring the timeliness and accuracy of order-to-cash transactions (e.g., orders, invoicing, contracts, product allocations). Availability outside of regular business hours is required to address urgent issues and ensure uninterrupted business operations. Additionally, maintain the accuracy and timeliness of master data in SAP, which includes information such as sold-to's, ship-to's, sales managers, account representatives, and pricing representatives.
• Responsible for addressing financial information requests and process validations originating from external and internal audiences including auditors, SOX leads, and financial accountants.
• Understand fundamental accounting and audit principles and the impacts of posting transactions to ensure the proper closing out of fiscal periods (months, quarters, and years). 
• Deliver presentations at sales and customer meetings to engage in conversations about critical activities and business priorities.
• Collaborate with key stakeholders including Sales, Transportation, Product Management, Finance, and IT along with Nutrien's plants and warehouses to manage order to cash activity, product availability, supply chain and logistics.

What you will bring:

• Post-secondary degree in Business or Supply Chain. A Master’s degree is preferred.
• 10+ years of experience in finance or related business function and 5+ years of experience managing a team.
• Excellent verbal, written, critical thinking and problem-solving skills and ability to interact with all levels of employees and management.
• Detailed understanding of both SAP and MSS ERP systems.
• Superior understanding of Customer Experience processes and procedures and how transactions flow through and report in the various systems.
• Must be highly motivated and with the ability to lead/coach people to maintain the highest levels of performance.
• Demonstrates exceptional organizational skills, adept at effectively managing multiple tasks simultaneously while prioritizing deliverables.
• Experience and proficiency in a variety of software programs and applications including Microsoft Office products particularly Word, Excel, and PowerPoint.

Ready to make an impact with us? Apply today!   

The estimated salary that Indeed, Glassdoor and LinkedIn lists does not represent Nutrien's compensation structure. Nutrien is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.   

This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check, and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted.  

Our Recruitment Process: Application > Resume Review > Pre-screen/Interview > Offer > Pre-Employment Conditions > Welcome to Nutrien  

To stay connected to us and for the latest job postings and news, follow us on:  LinkedIn, Facebook, Instagram, and X.