3-5 years of experience
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Employment Type:
Full time
Job Category:
Customer Service
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Mgr, Strategy Innov - Embedded Offer
Grainger | Mettawa, Illinois
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Job Description

Primary Function

Instrumental in developing elements of the embedded offer to make and keep Grainger the most relevant solution for medium customers.  This role is critical to Grainger's US medium customer share and will greatly impact meeting our current medium customer revenue growth targets.  This role will help Grainger create a competitive advantage with its most penetrated market segment.  Responsible for identifying and interpreting the voice of the customer, establishing key metrics across customer journeys, and innovating the base offering to acquire, penetrate, retain and grow further with medium customers. Offer effectiveness and innovation will be measured by medium customer acquisition, retention and growth. 


Principal Duties and Responsibilities

  • Job is an individual contributor
  • strategic team; Mentor team members Help to establish the strategy innovation process for the medium customer embedded offer and metrics to gauge success of new solutions
  • Help to define the segment specific product and service offers most needed to better execute with current medium customers
  • Utilize data, customer insights and voice of the customer to frame issues and opportunities to grow, retain, and acquire medium customers
  • Ensure an understanding of needs, attitudes, and behaviors and develops actionable insights that drive medium customer engagement and demand
    • Possesses an understanding of the competition for medium customers and ensures Grainger's embedded offer is differentiated in ways that drive value for the customer
    • Help to create an aligned perspective across the organization of the strengths and opportunity areas across the medium customer embedded offer elements
  • Be able to share the holistic view of the embedded offer for medium customer segment across the organization to enable innovation and continuous improvement. 
  • Understand the role and value each touch point plays with the medium customer end users and develop a strategy that wins across all
  • Remain knowledgeable of market and industry trends, competitors, and all aspects of Grainger' market - in particular as it relates to elements of the embedded offer
  • Partner with Strategy Innovation - Base Offer Leader/team to define, decode and analyze customer tends to assist in developing customer offer strategy
  • Inspire and motivate the team to model a high performance strategic team; Mentor team members


    Preferred Education and Experience

  • BA/BS or equivalent preferred
  • 3-5 years experience in related field preferred

Strategic Thinking - Works to develop strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions. Strong critical thinking skills and creative problem solver.  Ongoing awareness and understanding of the latest brand marketing theories and practices through business, industry and academic networks, seminars and reading.

Customer Focused Solutions - Data-driven problem solver ideally with experience in customer and market research.  Ability to develop a strong knowledge of the Grainger business and customer. Strong knowledge of marketing strategies and tactics. Understanding of our ecommerce platform a plus.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events; Ability to understand and engage in multiple cultures across the globe.

Analytical Skills - Synthesizes complex or diverse information; Collects and researches data;  Uses intuition and experience to complement data; Designs work flows and procedures.

Program Management - Proven ability to manage large-scale cross functional teams and projects

Judgment - Displays ability to make strategic high impact and timely decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making processes.

Change Management - Assist in developing strategy and deployment plans; Effectively drives change in the organization; gains organizational commitment and overcomes resistance; Prepares leaders and team members for change; Monitors transition and evaluates results.

Delegation - Delegates work; Matches the responsibility to the person; Assigns appropriate authority and autonomy to leaders; Sets expectations and monitors delegated activities; Provides recognition for results.

Leading and Developing People - Drives outstanding planning, decision-making, facilitating and process improvement through leaders.  Provides regular and actionable performance feedback; Develops leaders capabilities and drives their growth; Solicits and applies customer feedback (internal and external); Fosters continuous improvement focus in others; Improves processes, products and services. Excellent interpersonal skills, as evidenced by success in persuading and influencing others without formal authority.  Ability to lead, motivate and manage for results

Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers, leadership team and the organization.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Communication - Strong communication, verbal/nonverbal, skills.  Strong presentation skills at all levels of the organization. Ability to influence at all levels of the organization; Drive strategic decisions and support across the organization/ Strong collaboration and influencing skills.


Work Environment

  • This job requires some travel
  • Ability to adapt quickly to different situations and cultures of teams and customers



  • This role is responsible for building and maintaining the attractiveness of the Grainger embedded offer with medium customers.   
  • Decisions made by this role will critically impact the customer experience, embedded offer elements, and profitability of the company
  • The issues and opportunities highlighted by this role are critical to achieving our competitive advantage.


Working Relationships

  • This role maintains critical external relationships with customers, vendors, market drivers and influencers, and third party industry researchers
  • This role maintains critical internal relationships with business leaders

About Grainger

W.W. Grainger, Inc. (Grainger) distributes facilities maintenance products, and provides services and related information used by businesses and institutions primarily in the United States, Canada and Mexico to keep their facilities and equipment running. Grainger is the supplier of facilities maintenance and other related products in North America. Its operations are managed in three segments: Grainger Branch-based, Acklands - Grainger Branch-based (Acklands - Grainger), and Lab Safety Supply, Inc. (Lab Safety). Grainger Branch-based is an aggregation of the Grainger Industrial Supply (Industrial Supply), Grainger, S.A. de C.V. (Mexico), Grainger Caribe Inc. (Puerto Rico), Grainger China LLC (China) and Grainger Panama S.A. (Panama). Acklands - Grainger is the Company's Canadian branch-based distribution business. Lab Safety is a direct marketer of safety and other industrial products. (Source: 10-K)

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