Brunswick

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.
• Experience working with Salesforce.com preferred
• Customer satisfaction survey / follow-up strategy, development and analysis preferred.
• Excellent written and oral communication skills.

The anticipated pay range for this position is $82,600 to $133,000, annually. The actual base pay offered will vary depending on multiple factors including job-related knowledge/skills, relevant experience, business needs, and geographic location.

At Brunswick, it is not typical for an individual to be hired at or near the top end of the salary range for their role. Compensation decisions are dependent upon the specifics of the candidate’s qualifications and the business context.

This position is eligible to participate in Brunswick's comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), wellbeing program, product purchase discounts, and much more.

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!

About Boston Whaler:

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. To make the best boats in the world requires the best team members. If you have the highest work standards, values and integrity, then you should join the unsinkable legend!

For more than 50 years, Boston Whaler has been building superior quality unsinkable runabouts, cruisers and center console boats. Founded in 1958 and currently headquartered in Edgewater, FL, the company's unique foam-cored construction process contributes not only unsurpassed flotation, but superior ride characteristics and durability. The current product line ranges from 11- 42 feet and is distributed around the world by a network of exceptional dealers. For more information about The Unsinkable Legend, please visit www.bostonwhaler.com. Boston Whaler is owned by Brunswick Corporation (NYSE: BC), the largest marine manufacturer in the world.

Next is Now!

We value growth and development, recognizing that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying.

Brunswick is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local law. Diversity of experience and skills combined with passion is key to innovation and inspiration and we encourage individuals from all backgrounds to apply. If you require accommodation during the application or interview process, please contact hrsharedservices@brunswick.com for support.

For more information about EEO laws, - click here

Brunswick and Workday Privacy Policies

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: hrsharedservices@brunswick.com or 866-278-6942.

All job offers will come to you via the candidate portal you create when applying through a posted position through https:///www.brunswick.com/careers. If you are ever unsure about what is being required of you during the application process or its source, please contact HR Shared Services at 866-278-6942 or HRSharedServices@brunswick.com.

#Brunswick Corporation - Boston Whaler