Manager, Customer Experience SK

Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We’re guided by our culture of care and our core values:
We put safety first. We act with integrity. We are stronger together. We deliver with excellence. Through the collective expertise of our nearly 26,000 employees, we operate a world‑class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders. Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien.

Reporting to the Director, Customer Experience, the Manager, Customer Experience is a crucial link in the Customer Experience talent pipeline. The Customer Experience team is responsible for Nutrien’s Wholesale Nitrogen, Phosphate and Potash (NPK) wholesale U.S. and Canada order‑to‑cash operations including order entry and adjustments, invoicing, contract management, accruals and rebate payments, and product allocation management. This role requires experience in fertilizer, feed, and/or industrial markets with responsibilities that have a direct impact on revenue recognition as well as leadership capabilities.

Lead the growing Saskatoon‑based Order‑to‑Cash team members that are directly engaging with customers and processing NPK transactions across North America. This leader is responsible for managing a team of approximately four individuals within a larger customer experience team of 25. The Customer Experience team specializes in delivering order‑to‑cash functions that support the Wholesale Sales team by processing an estimated 16M metric tonnes of product annually, generating over $7.0B USD in revenue.

Over 200,000 product orders each year are created and shipped by the combined Customer Experience team – located in Deerfield, IL, Calgary, Alberta and Saskatoon, Saskatchewan – in support of the Wholesale Sales NPK sales targets spanning all product lines.

This leader will collaborate extensively with the Customer Experience leadership team, comprising peer managers and the Director, Customer Experience, to optimize processes through continuous improvement, system automation, accuracy, and efficient resource allocation. This includes driving the expansion and enhancement of the customer portal as the primary platform for customer‑related transactions, ensuring it becomes the go‑to resource for customers. The Customer Experience leadership team manages workloads, training and responsibilities across all three delivery areas, requiring a collaborative approach to ensure integration of work to match resource levels.

In addition, this leader will drive the success of a continuous pipeline of talented individuals by recruiting high‑quality candidates, executing a comprehensive onboarding and training program, and providing ongoing coaching and development opportunities for team members and working across the leadership team to advance growth and development for the full Customer Experience team.

• Provide subject matter expertise for executing sales‑related transactions and make decisions on key activities including trades/swaps, purchase for resale, and consignment inventory
• Supervise transactions and ensure the timeliness and accuracy of order‑to‑cash transactions (e.g., orders, invoicing, contracts, product allocations) across ERP systems
• Maintain the accuracy and timeliness of customer master data in the systems, which includes information such as sold‑to, ship‑to, sales managers, account representatives, and pricing representatives
• Address urgent issues outside of regular business hours as required to ensure uninterrupted business operations
• Understand fundamental accounting and audit principles and the impacts of posting transactions to ensure the proper closing out of fiscal periods
• Address financial information requests and process validations originating from external and internal audiences including auditors, SOX leads,…