Customer Experience 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

The Customer Experience Manager role will lead the charge in overseeing customer service as well as the warranty team. They will be collaborative in working with the Sales and Operations teams in managing warranty and customer issues. At Boston Whaler our team members are the key to our success and have helped us earn numerous awards and accolades from all over the world. We offer an environment where values are shared, diversity is embraced, careers are grown and anyone who has the desire to be successful can achieve their goals. If you have the highest work standards, values, and integrity, then you should join the Unsinkable Legend! Successful Boston Whaler employees are those who appreciate the importance of teamwork, quality, and accountability. This position will report directly to the President of Boston Whaler.

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

Essential Functions:

• 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.

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:

• Bachelor's degree required
• Knowledge of Boston Whaler product required; willingness to learn and participate in boating required.
• 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 experience required.

Preferred Qualifications:

• Advanced degree preferred.

• 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.
• Expe