Customer Portfolio Manager
Posted on Apr 6, 2021 by REI
This position contributes to REI's success by providing exceptional end to end initiative leadership and management within a team that leads a portfolio of cross-divisional business critical initiatives in support of the Customer Organization.
Specific to each initiative, the Customer Portfolio Manager is accountable for developing and leading the overarching initiative working with cross-divisional business leaders and stakeholders to inform timeline dependencies, deliverables, and potential risks to ensure initiatives deliver intended objectives, with high quality, and strategic business value. This includes the development and management of initiative charters, SOW's, success metrics, schedules, budgets, communication plans, status tracking reports, Steering Committee updates, successful initiative delivery and initiative
To be successful, the ideal candidate requires exceptionally strong and effective leadership and organizational skills in addition to possessing a strong business acumen and financial savvy to consistently facilitate successful outcomes of complex strategic initiatives. This role also requires a resourcefulness with the ability to manage ambiguity to drive results and accountability across multiple senior leader stakeholders, initiative teams and third-party partners as necessary.
Provides end to end initiative leadership and management for a portfolio of high priority, enterprise-wide business critical initiatives ($1MM +) in support of the Co-op priorities.
Builds strategic partnerships at the senior leadership level to help identify portfolio vision, set governance, create roadmaps and drive cross-divisional stakeholders towards initiative goals.
Contributes to the development of executive reports providing oversight, guidance, and feedback. Facilitates steering committee meetings to review initiative status, drive alignment & facilitate decision making.
Provides input into product growth strategies and positioning and develops a framework to enable operationalizing the plan.
Identifies change management and business readiness needs and advocates for resources.
Develops and maintains comprehensive documentation of all initiatives (charter development, vendor management, schedules, communication plan, steering committee governance, budget tracking, and initiative close-out etc).
Indirectly manages a cross functional team of sr. leaders and contributors to deliver an integrated plan and approach to support shared initiatives.
Recognizes the importance of building relationships and trust across peer group and senior leaders.
Identifies and tracks all issues and communicates all initiative risks, with an accompanied mitigation plan and steps needed for responsible resources (initiative team members).
Ensures smooth transition of completed initiatives into operations, including coordinating with all key initiative stakeholders to ensure appropriate training and support.
Effectively builds consensus with senior leaders, key stakeholders, and initiative team members
Ability to be professionally assertive in order to influence outcomes, advocate for initiatives, and ensure accountability.
Maintains a depth of knowledge of the Co-op strategic priorities (growth agenda), health of the business, and competitive trends to help drive strategy and actions.
Leads and/or contributes to continuous business process improvement efforts to reduce waste and help streamline and standardize how we approach and accomplish work.
Bring your passion and expertise
Bachelor's degree in related discipline: Business, Communications, Marketing, Advertising, Project Management certification or related field.
7+ years of demonstrated experience as a Project/Account Manager or related role, managing large business critical initiatives working across multiple stakeholders including c-suite senior leaders
Experience working in a multi-channel retail company with revenue of $2B+
5+ years of demonstrated experience leading process improvements efforts and implementing innovative solutions to solve business problems
Possesses a strong understanding of financial investment strategies and risk management techniques
Highly organized, able to manage multiple concurrent initiatives with varying scope and complexity delivering on commitments and holding others to same
Inherently approaches initiative obstacles with an entrepreneurial mind, and ability to lead teams/work forward
Demonstrated strong leadership skills and proven ability to straddle big picture strategy and downstream tactics
Ability to build and foster strong relationships within and outside of the organization from individual contributors to senior leadership
Ability to consolidate information and feedback from various sources and build consensus with senior leaders, key stakeholders, and initiative team members to resolve issues and reach sound business decisions
Advanced skills in Microsoft Office business applications
Demonstrated knowledge and application of Project Management principles and methodology
Skilled and fluent across print, digital, and web environments
Demonstrates excellence in both written and verbal communications
Intellectually curious. Culturally plugged in. Problem solver
Strong senior leadership presence and persuasive speaking skills
Demonstrates skill in dealing with uncertainty and ambiguity - persistent in producing outcomes when details are in flux and deals with problems that don't have a clear solution
Actively participates, collaborates, influences, and leads with others on ones own team and cross-divisionally for the achievement of business goals
Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities
Considers the ultimate impact of decisions and actions on internal and external customers
Executes multiple demands effectively by using resources efficiently, meeting deadlines, and keeping others informed of work plans and progress toward goals
Works smart by setting effective work goals, establishing priorities, and planning well in order to produce quality work
Clearly conveys and accurately receives information by a variety of methods and in various situations
Acts upon opportunities and involves and influences others in the accomplishment of worthwhile departmental goals
Challenges the status quo, champions change and influences others to change
Flexible in ones viewpoints and positions in order to support the direction taken by others at REI