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Manager, Customer Growth Strategy

Date: Mar 31, 2021

Location: LAKE FOREST, IL, US, 60045-5201

Company: Grainger Businesses

Grainger is a broad line, business-to-business distributor of maintenance, repair and operating (MRO) supplies and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management and technical support. These customers represent a broad collection of industries including commercial, government, healthcare and manufacturing. They place orders online, on mobile devices, through sales representatives, over the phone and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Grainger’s distribution centers and branches worldwide.


Primary Function:

Manage development and implementation of specific customer growth strategy cross-functional initiatives. These strategies will drive customer acquisition or other lifecycle segment growth and will need to address customer needs, segments and go-to-market channels.  Approach will be grounded in understanding customer journey and current customer touches; assessing current performance; developing and optimizing go-to-market strategies, and coordination of developing new capabilities.


Principal Duties & Responsibilities:

  • Participate and at times lead teams to develop and implement specific customer strategies to drive customer acquisition or other lifecycle segment growth. Depending on the specific strategy, this will work include a subset of the following activities.
    • Work with Analytics to develop a “baseline”, analyze what is working and what is not, measure impact of tests and specific campaigns
    • Work with Marketing and Digital channels to identify and test improvement opportunities
    • Work with Sales and Service organization to increase stickiness and end-user awareness with customers where Grainger has formal relationships such as contracts
    • Explore and carefully test specific Account Based Marketing tactics
    • Guide prioritization and/ or develop scalable approaches and campaigns to grow awareness for Grainger’s strategic initiatives
    • Develop or refresh strategies for driving customer loyalty (e.g. Red Pass)
  • Follow effective and efficient operating and engagement models with internal partners given the highly cross-functional nature of the work.
  • Follow robust processes and criteria to guide work selection and prioritization by the team and business partners
  • Potentially directly manage 1-2 high performing team members with strong capabilities in strategic thinking, marketing, analytics, cross functional initiatives. In addition, work with several team members from partner teams to ensure successful design and execution of strategies.


Preferred Education & Experience:

  • BA/BS required; MBA preferred
  • 5 to 7 years experience
  • Successful experience building and executing effective growth/ go-to-market/ marketing strategies, with some direction
  • Successful experience of operating in large B2B businesses. Knowledge of MRO industry and customers a plus
  • Strategic aptitude with the ability to understand how strategies translate to tactics
  • High degree of comfort with analytics and driving data based decisions
  • Proven ability to identify, prioritize and structure work that enables test, measurement and development of scalable, high-value creating concepts
  • Cross functional collaboration skills, with proven ability to work with and influence business partners in prioritizing and executing strategic initiatives,
  • Excellent written and verbal communication skills
  • Exposure to defining customer research and synthesizing learnings for developing customer strategies
  • Understanding of basic b2b marketing concepts and frameworks a plus
  • Experience in managing cross functional projects to develop strategies/ tactics leveraging data based decision making
  • Experience in leading, developing and motivating high-performing team members, a plus



EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.