Dawn Johnson, P.Log.
General Manager, Customer Contact Center and Logistics
Hudson's Bay Company
Dawn graduated from Centennial College from the Accounting Program, and then followed it up by Executive Development Programs at Penn State University in Pennsylvania, North Western University in Chicago and McGill University Montréal.
Dawn has very recently been promoted to the position of General Manager, Customer Contact Center and Logistics at the Hudson's Bay Company (HBC). Her current portfolio is to provide business support for Major Home Fashion, Reverse Logistics and B2B/Olympic businesses within HBC, focusing on delivering superior customer experiences, developing and maintaining internal/external relationships, and continually driving improvements throughout the network
Did you plan this career or did you happen into it?
I did not plan this career. I was told many years ago that I was being offered a job to work in "Traffic". To be honest with you, I was somewhat confused and apprehensive as I had no idea why I would want to work in "Traffic"; or why anyone would think of hiring someone to work in traffic. Of course, these days Traffic is now known as "Logistics".
What kind of company is Hudson's Bay Company?
It is a retail organization that includes "The Bay, Zellers, Home Outfitters and Fields".
How has the business changed since the year you have joined?
The biggest change is technology. Customer right service is still the number one desired outcome, and the right technology is a key enabler to ensure we deliver the best in class service to each of our customers.
How has earning the P.Log. Certification impacted your career?
The obvious would be the brand recognition of the designation, and with that comes added credibility. The opportunity to leverage the Logistics Institute's professional network also provides a wealth of experience that I can draw upon as needed in my day to day activities.
How does the training received from the Logistics Institute complement other training you have received?
It fits very nicely with my accounting and process improvement training.
What is the most challenging aspect of your work? What strategies have you developed for tackling that challenge?
One of the most challenging aspects in my current role is achieving sustainability. It is critical that all agreed upon strategies and the tactical changes to support the strategies are not treated as 'flavor of the month'. Each stakeholder in the process must continue to execute and deliver the expected outcomes.
In order to ensure targets are achieved and improvements are continuous, understanding the Key Success Factors (KSF), the development of policies, procedures, KPIs and accountability are methods to keep us ahead of future challenges.
Would you recommend logistics as a career choice?
Absolutely. There are so many different functions associated with Logistics, which opens up a whole new world compared to a few years ago. Logistics is an end to end business. It is more than just moving boxes. The cradle to grave aspects of Logistics spans from Human Asset Management to Finance; and everything in between.
P.Logs are a global community of Professionals.
- What would you like to see your peers doing to give back to the community and develop the P.Log. brand further?
Reach out to front line professionals within Logistics. Be a mentor and seek out the next leader; who is more than likely not currently in the boardroom or the West Wing of an organization.
- What are the top concerns that you would like the global P.Log community to address?
1 - Relationship Management
2 - Risk Management
Both these factors must become part of the staple when engaging with Logistics partners as they can make or break a contractual relationship.
Success Factors?
- Always put a dot on the wall for all to strive for, and then set timelines and milestones to track success.
- Delegate and empower the team, this allows them to take ownership and pride of a process.
Favorite quote or words to live by?
- Life's about choices....
- We are only as successful as our ability to deal with change.
Women in Logistics
