Customer Experience Manager

Customer Experience Manager

Requirements

• Bachelor’s degree required
• 5+ years of successful management of a forward-thinking customer service department, preferably in the marine, vehicle, recreational, or powersports industry.
• Willingness to learn and actively engage in boating is required – a genuine interest in the boating lifestyle and hands-on participation is essential
• Ability to effectively communicate within all areas of the company and act as a team player.
• Advanced proficiency of Microsoft Office applications (Excel, PowerPoint, and Access).
• Experience working with CRM experience required.

Responsibilities

• Lead and develop a team focused on technical service, escalated consumer issues and field service technicians.
• Ensure a close partnership with the BBG Service Center of Excellence to: Develop, implement, and administer parts and service programs, strategies and policies including warranty administration, issue resolution with consumers and dealers, call center, and other functions of the department.
• Set and communicate goals, action plans, and key metrics for customer care and technical teams in different customer tiers with different levels of customer touch; create standardized playbooks and interventions for each point in the customer journey.
• Ensure third-party customer service providers are meeting KPIs.
• Collaborate with the plant to influence and affect quality enhancement by sharing feedback from field and dealer quality roundtables.
• Support issue tracking in partnership with plant and drive action plans for timely resolution
• Deploy strategies to drive customer loyalty, performance, and utilization rates, NPS, and customer advocacy rates, while maintaining an industry-leading CSI score.
• Review and analyze daily performance results to ensure the brand is on target for meeting performance standards for customer satisfaction, call handling, case closure rates, etc.
• Develop service revenue opportunities in partnership with category management.
• Leverage data analytics to make strategic and tactical business decisions.
• Identify opportunities for employee coaching and staff development.
• Leverage technology to optimize customer operations and employee performance.
• Partner with manufacturing, engineering, category management, quality, and other teams to drive improvements to Brand products, services, and processes.
• Act as customer service point of contact for finance, legal and other functions on warranty claims, repairs and various aspects related to consumer & dealer field service issues.
• Ensure team processes and procedures are aligned for global and local consistency.
• Other duties may be assigned.

Preferred Qualifications

• Advanced degree preferred.
• Familiarity with Boston Whaler products strongly preferred – ideal candidates will bring existing knowledge of the brand, models, and product features
• Track record building high performing teams, working in a matrixed organizational structure, inspiring others to find their own passion for viewing their role from the customer’s perspective.
• Experience working with Salesforce.com preferred
• Customer satisfaction survey / follow-up strategy, development and analysis preferred.
• Excellent written and oral communication skills.