Implementation Manager

How will you CONTRIBUTE and GROW?

We are seeking an exceptional and customer-centric minded individual to implement projects and align business processes with customer expectations, to enhance overall customer satisfaction and reduce churn.

The incumbent is responsible for introducing new systems, programs and technologies into the organization to deliver a customer experience that results in high customer retention.

The incumbent is in charge of efficiently implementing projects and achieving customer (internal & External) experience excellence. This role will work closely with different Airgas teams to create effective and collaborative processes to improve customer satisfaction and loyalty, all while promoting Airgas/ALC’s safety and quality objectives.

Define the IM Customer journey 

• Create a collaborative environment with a common understanding of each step of the customer’s journey with a focus to anticipate and resolve issues quickly.

• Define the customer journey, which includes all steps customers go through when interacting with Airgas

• Supports regional team in best practices to reach high-quality interactions at each step of the customer journey

• Manages and deploys customer centric special projects and ensure their sustainability overtime 

Align Project: 

In collaboration with the Business Performance leads and Quality Data team

• Manage projects to modify the current ERP and align Airgas Canada’s business process with Airgas solution

• Work with the Airgas Corporate and project team to:

  • Be part of the Prep Project in preparation to the conversion to the new ERP

  • Participate in the full scale gap analysis

  • Assist in data preparation & coordination with the regions

  • Manage projects related to the transition to the new ERP (hypercare)

FIT industrial:

• Deploy FIT industrial projects in collaboration with Regional VP Operations and Industrial Direction

  • Support regional strategic plan to deploy FIT industrial 

  • Identify tasks that need to be completed

  • Gather needs for capital requirements

  • Conduct cost/benefit analysis: prepare / support business cases for projects

• Analyzes data to discover trends/issues 

  • Identifies predictive and preventative actions to improve reliability of our operations and customer experience process

CIMP:

• Define CIMP strategy: 

  • Which projects needs a CIMP support

  • Identify employees who need CIMP Training

• Organize CIMP training

• Deliver CIMP efficiencies

Reporting

• Put in place in collaboration with the Region and the Industrial Direction the reporting to make sure that efficiencies are delivered

• Deploy Airgas industrial reporting for the Canada Division

• Reporting:

  • Prepare Quarterly Industrial 

  • Support Regional VP Finance to gather monthly efficiency reporting

  • Operational reporting like data losses, manpower, Standard time

#LI-DNI

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Are you a MATCH?

• Diploma:  Bachelor degree in Commerce or Marketing or relevant field. Technical degree and/or MBA a plus.

• Experience: 10+ years experience in Marketing, Sales or Project management. Customer facing experience a plus

• Training: Product/project management, gas industry (a plus) and specific training depending on the industry

• Knowledge: Oracle ERP, Google Suite, web analytics tools (Google analytics, Google search console), digital marketing as an asset, social medias, and web industry

• Customer-centric minded and watching regularly market trends in relation to customer satisfaction 

• Strong communication skills both spoken and written

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.