Mgr Customer Care

At Molson Coors, we tackle big challenges and defy the status quo. With a proud legacy of excellence, an incredible portfolio of beer, seltzers, spirits, and non-alcohol brands, and a bold vision for our future, we’re on the path to transforming the beverage industry. We seek, value and respect everyone’s unique perspectives and experiences knowing that we are stronger together.

In the role of Mgr Customer Care working in North America you will be part of the Supply Chain Strategy Team. You will oversee building a customer care program that creates effective service communications, provides visibility to service performance metrics, and builds strong distributor/customer relationships to deliver AOP and customer satisfaction. You will serve as the Supply Chain lead for establishing strong Customer Relationship Management processes while partnering with Supply Chain Planning and Logistics, US and CAN Sales Operations, and Retail & Wholesaler customers to make Molson Coors service a competitive point of difference through accurate order management, timely issue resolution, inventory coordination, on time delivery in full without damage, and exceptional customer experience. This position reports to Director SC Strategy and works closely with Supply Chain Planning, Logistics, US and CAN Sales Operations, distributor and customer partners throughout North America, and a Digital Reporting Analyst.

Responsibilities

• Build and oversee a CRM program that creates effective customer partnerships, monitors service performance, and drives action in the right areas of the business and with distributors/customers. This may include establishing a tiered distributor model that aligns with the US Sales tiered model and communication routines.
• Identify data-driven insights and actionable recommendations related to operational network issues across the US and Canada, partnering with Supply Chain Planning and Service teams through operational and commercial business reviews.
• Monitor and recommend visibility enhancements for service performance metrics, scorecards, and reporting protocols, including forecasting, order accuracy, inventory, fill rates, case resolution time, and customer satisfaction.
• Establish communication routines across CRM processes that effectively inform stakeholders of production network shifts and new brand introductions while driving continuous improvement initiatives that strengthen distributor/customer relationships and operational efficiency.

Requirements

• Bachelor’s degree OR equivalent experience (4+ years) in the field of customer service, customer operations, supply chain, logistics, distributor management, or a related field.
• At least 5 years of experience in customer service, customer operations, supply chain, logistics, or distributor management, preferably within the beverage or CPG industries.
• Ability to complete complex projects quickly and adeptly with an understanding of business priorities.
• Strong relationship-building and collaboration skills to achieve desired outcomes.
• Accountability for results – acting with integrity and honoring commitments.
• Continuous learning mindset – always looking for ways to learn and help others grow.
• Alignment with core values.
• Strong analytical and problem-solving skills with the ability to translate service performance data into actionable recommendations.
• Experience working with ERP, order management, CRM, and Microsoft Office applications.
• Ability to influence cross-functional stakeholders and communicate effectively across Supply Chain, Logistics, Sales Operations, and customer teams.

Benefits

• Participation in Total Rewards program with competitive base salary, incentive plans, parental leave, health, dental, vision, retirement plan options with employer match, generous paid time off plans, engaging Wellness Program, and Employee Assistance Program (EAP) with extensive resources.
• Commitment to People and Planet with stretch goals around key priorities.
• Community engagement through charitable donations and volunteer activities (e.g., building parks).
• Access to Business Resource Groups providing volunteer opportunities, leadership experience, and networking.
• Career growth and development centered around First Choice Learning opportunities.
• Fast-paced, innovative environment with passionate colleagues and partners from diverse backgrounds.

Pay

Salary range: $111,900.00 - $146,900.00 per year + 15% target short-term incentive. Average $23,000 spent on benefits per employee, including health, dental, vision, retirement with above-market employer match, wellness incentives, EAP, and paid time off (holidays, vacation days, sick days). Actual pay based on non-discriminatory factors including work location, experience, skill set, and internal equity.