Customer Experience Communications Manager

Work Location Type: Hybrid  

Req Number 323903

About Grainger

W.W. Grainger, Inc., is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. At Grainger, We Keep the World Working® by serving more than 4.5 million customers worldwide with products and solutions delivered through innovative technology and deep customer relationships. Known for its commitment to service and award-winning culture, the Company had 2024 revenue of $17.2 billion across its two business models. In the High-Touch Solutions segment, Grainger offers approximately 2 million maintenance, repair and operating (MRO) products and services, including technical support and inventory management. In the Endless Assortment segment, Zoro.com offers customers access to more than 14 million products, and MonotaRO.com offers more than 24 million products. For more information, visit www.grainger.com.  

Compensation

The anticipated base pay compensation range for this position is $93,000.00  to $154,900.00.

Rewards and Benefits

With benefits starting on day one, our programs provide choice and flexibility to meet team members' individual needs, including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment and 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
• 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date) and 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
• Employee discounts, tuition reimbursement, student loan refinancing and free access to financial counseling, education, and tools.
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.

For additional information and details regarding Grainger’s benefits, please click on the link below:

https://experience100.ehr.com/grainger/Home/Tools-Resources/Key-Resources/New-Hire

The pay range provided above is not a guarantee of compensation.  The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.   

The anticipated compensation range described above is subject to change and the compensation ultimately paid may be higher or lower than the range described above. 

Grainger reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion at any time, consistent with applicable law.  

Position Details

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. (Strategic Comms)
• 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. (Strategic Comms)
• 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. (Strategic Comms)
• 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. (Deployment Planning & Execution)
• Plan and manage leader calls and leadership meetings to support change management, engagement and development. (Dept Tactical Comms)
• 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. (Departmental Tactical Comms)
• 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. (Departmental Tactical Comms)

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, should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview or hiring process, please advise us so that we can provide appropriate assistance.

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