Customer Experience Transformation Project Manager

Job Type:

Regular

People are at the heart of our success. Our culture encourages collaboration, transparency, and accountability in order to generate value and achieve sustainable results. Being part of the team means committing to an environment where everyone’s impact truly matters.

At Agropur, accountability means owning challenges and taking concrete action to achieve results.

Ready to make a real impact on the customer experience? At Agropur, we’re embarking on an ambitious transformation to rethink how our customers interact with us. As Customer Experience Transformation Project Manager, you’ll lead strategic initiatives where technology, data, automation, and artificial intelligence come together to create a simpler, more efficient, and more innovative customer experience.

An environment that empowers you to take action:

• Recognition of years of service for vacation calculation;
• Flexible group insurance plan including telemedicine services;
• Employee assistance program;
• Annual bonus
• Opportunities to invest in yourself (career development, etc.);
• Pension plan with company contributions;
• Salary scale 006: $: 100 900 to $126 100 (Base salary will be determined based on your academic background, experience, training, and skills related to the position.)

What you’ll be responsible for each day:

• Lead the customer experience transformation by bringing the CX roadmap to life through high-impact strategic initiatives.
• Manage multiple transformation projects simultaneously, from developing business cases through implementation.
• Translate business needs into concrete solutions, with clear objectives, deliverables, and measurable outcomes.
• Act as a key partner between business and IT teams to implement customer-facing technologies, as well as automation and artificial intelligence solutions.
• Engage cross-functional teams by collaborating with IT, Customer Service, Supply Chain, Distribution, Warehousing, and external partners.
• Redesign and simplify processes to improve operational efficiency and the customer experience.
• Ensure end-to-end project success by managing timelines, budgets, governance, risks, and alignment with business priorities.
• Drive change and adoption across teams by developing adoption strategies and facilitating workshops, training sessions, and engagement activities.
• Communicate the progress and impact of the transformation clearly, transparently, and in a way that engages stakeholders.
• Measure the value delivered by tracking key indicators related to adoption, customer experience, operational efficiency, and business outcomes.
• Leverage data and analytics to optimize initiatives, guide decision-making, and prioritize investments.

The individual who will own this role:

• Bachelor’s degree in Business Administration, Finance, Strategy, Project Management, or a related field.
• 8 to 10 years of experience leading complex business transformation, digital transformation, customer experience, or technology implementation programs.
• Strong experience managing large-scale, cross-functional projects, with a strong business perspective.
• Demonstrated ability to influence, engage, and align stakeholders across different levels of the organization.
• Hands-on experience in change management and employee engagement within a transformation environment.
• Excellent analytical, problem-solving, and communication skills, including the ability to effectively communicate with senior leadership.
• Ability to navigate a complex, matrixed, multicultural, and fast-changing environment with agility.
• Professional proficiency in French and English, both written and spoken, to effectively collaborate with stakeholders across the organization.

Qualifications that will set you apart:

• Strong knowledge of project management, governance, and portfolio management methodologies.
• Experience in continuous improvement and change management.

An environment that values engagement and encourages everyone to take initiative.

Agropur welcomes people from all backgrounds and origins. We are proud to be an employer with a diverse community and are committed to providing a respectful and inclusive experience for all employees and applicants. We will work with candidates who request accommodation. Please note that an adequate knowledge of French is required for positions in Quebec. Agropur uses artificial intelligence technology to assist our recruiters in screening, assessing, or selecting applicants for this position. 

In this text, the use of the masculine gender to designate persons is intended only to lighten the text.