North America Flite Customer Manager

Are you ready for what’s next?  

Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond.  Brunswick believes “Next Never Rests™,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation. 

Innovation is the heart of Brunswick.  See how your contributions will help transform vision into reality:

Position Overview:

As part of our talented team at Flite, you will lead the regional customer team to support our customers and partners across Partner Success, Direct Sales, Technical Support as well the regional Service Technician.

The Regional Customer Manager represents the regional team and shares feedback with regional and global team stakeholders on needs and challenges within the team and region as well as holding the regional team accountable on customer KPI’s.

At Brunswick, we have passion for our work and a distinct ability to deliver. 

Essential Functions:

• Act as a liaison between the regional team and the global team, providing feedback on regional needs and priorities
• Rolling out regional and global projects & initiatives with the customer team in their region.
• Working with global & local stakeholders to provide training for the regional customer team
• Accountable for regional KPI’s and holding team accountable for their individual KPI’s.

Responsible for the following specific outcomes:

• Acquisition, Training & Retention of NA Service Team
• Customer time off water & support response times
• Customer management of warranty cases
• Direct sales results
• Regional Product knowledge and training
• Regional Systems knowledge, accountability and training
• Managing regular check ins and huddles with local team
• Providing feedback for the customer knowledgebase
• Working with local and global team to support customer warranty policies
• Finding ways to connect with customers and gain their feedback throughout their lifetime
• Localizing the customer experience to the USA
• Day to day service team activities as necessary, including following up on orders and outstanding issues across all customer channels, answering company telephone & order maintenance as necessary
• Special projects as requested
• Attending company meetings as required

Demonstrating leadership globally through:

• Sharing the vision of the business, putting the customer at the center of everything we do
• Providing the right tools and training to develop individuals and the team
• Creating the right processes and structure to enable the team
• Guiding and coaching team members to support their success
• Celebrating the wins with the team
• Successfully managing expectations of team, business leaders and other key stakeholders
• Prioritizing and delegating to ensure the right goals are being focused on

Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.

Required Qualifications:

• 5+ years of Customer Support and/or Customer Management Experience or similar role/s
• College coursework or degree
• Experience with CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) systems
• Previous experience in Watersport/Boating industry preferred
• Microsoft Office proficiency
• Strong communication, collaboration and problem-solving skills
• Team player mentality
• Customer-cantered approach

Why Brunswick:

Whatever tomorrow brings, we’ll be at the leading edge.  As the clear leader in the marine industry, we're committed to our values and supporting our exceptional people.  We offer valuable benefits including a competitive 401(k) plan with company match, health benefits, paid time off, a robust Wellness Program, and much more.   In addition, we’re proud of being recognized for making a splash with numerous awards!

Next is Now!  

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