Regional Implementation Manager - Digital Customer Service Platform(s)

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 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

Position purpose

To oversee the deployment and integration of Digital Customer Service Platform(s) within the specified region (North America) ensuring alignment with regional strategies and the overarching group strategy. This role focuses on driving process change, managing change management activities, and ensuring regional business requirements are represented in the global build.

Scope

• Regional oversight and execution of digital platform projects and customer experience initiatives.
• Coordination between regional and global teams to align on strategic priorities.
• Comprehensive management of change, risk, stakeholder engagement, and compliance within the region.

Measures

• Strategic Implementation: Successful execution of regional strategic vision and accurate representation of regional requirements in the global build.
• Change Management: Effective development and execution of change management plans, stakeholder engagement, and smooth transitions.
• Project Management: Timely delivery of projects, adherence to project plans, risk identification and mitigation, and cross-functional collaboration.
• Stakeholder Engagement: Strong relationships with stakeholders, regular updates, and effective communication of regional strategies.
• Customer Feedback: Incorporation of customer feedback into platform features and functionalities.
• Regulatory Compliance: Ensuring platform compliance with regional regulatory requirements and data privacy laws.
• Training and Support: Comprehensive training and support provided to regional teams and end-users.

Major/Key Accountabilities

• Strategic Implementation: Execute regional vision, represent regional requirements, and drive process changes.
• Change Management: Develop and execute change management plans, engage stakeholders, and conduct impact assessments.
• Regional Alignment and Consensus Building: Act as liaison, facilitate consensus, and incorporate feedback.
• Strategic Alignment: Align regional strategies with enterprise goals and support global platform capabilities.
• Project Management: Oversee regional implementations, monitor progress, and collaborate with teams.
• Stakeholder Engagement and Coordination: Build relationships, provide updates, and coordinate regional strategies.
• Analytical Support and Insights: Provide analytical support, analyze data, and utilize best practices.
• Cultural Sensitivity and Regional Variations: Tailor strategies to fit local customs and regulations.
• Risk Management and Contingency Planning: Identify risks, develop contingency plans, and ensure continuity.
• Customer Feedback and Engagement: Gather and analyze feedback, ensuring customer needs are met.
• Regulatory Compliance and Data Privacy: Ensure compliance with regional regulations and data privacy laws.
• Training and Support: Provide training, develop materials, and conduct workshops.

Challenges/Problem Solving

• Change Management: Gaining stakeholder buy-in and managing smooth transitions.