Customer Experience Manager

About the Role

Key Responsibilities

• Lead and develop a team focused on technical service, escalated consumer issues, and field service technicians.
• Develop, implement, and administer parts and service programs, strategies, and policies including warranty administration, issue resolution with consumers and dealers, call center, and other department functions.
• Set and communicate goals, action plans, and key metrics for customer care and technical teams across different customer tiers.
• Ensure third-party customer service providers meet KPIs.
• Collaborate with the plant to influence and improve quality by sharing feedback from field and dealer quality roundtables.
• Support issue tracking in partnership with the plant and drive action plans for timely resolution.
• Deploy strategies to drive customer loyalty, performance, utilization rates, NPS, and customer advocacy while maintaining industry-leading CSI scores.
• Review and analyze daily performance results to ensure targets for customer satisfaction, call handling, and case closure are met.
• Develop service revenue opportunities in partnership with category management.
• Leverage data analytics to inform 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, quality, and other teams to improve products, services, and processes.
• Act as customer service point of contact for finance, legal, and other functions regarding warranty claims, repairs, and consumer & dealer service issues.
• Ensure team processes and procedures are aligned for global and local consistency.

Requirements

• Bachelor's degree required.
• Knowledge of Boston Whaler product required; willingness to learn and participate in boating.
• 5 or more years of successful management of a forward-thinking customer service department.
• 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 systems required.

Nice to Have

• Advanced degree preferred.
• Experience working with Salesforce.com preferred.
• Customer satisfaction survey / follow-up strategy, development, and analysis preferred.
• Track record building high performing teams, working in a matrixed organizational structure, inspiring others to view their role from the customer's perspective.
• Excellent written and oral communication skills.

Qualifications

• Formal educational background includes a Bachelor's degree; an advanced degree is preferred.

Benefits & Perks

• Competitive salary range of $82,600 to $133,000 annually, depending on qualifications and location.
• Comprehensive benefits including medical, dental, and vision insurance.
• Paid vacation and time off.
• 401(k) plan with up to 4% company match.
• Health Savings Account with company contribution.
• Wellbeing program and product purchase discounts.
• Other high-quality benefits.