Description
YOU’LL HAVE THE OPPORTUNITY TO:
Strategy & Governance
Lead CX Governance: Manage cross-functional governance processes, including agenda setting and stakeholder coordination and decision making.
CX Strategy Development: Create and execute customer experience strategies based on data analysis, business performance and considering our business model.
Financial & Performance Analysis
Financial Impact Assessment: Evaluate revenue and cost implications of CX initiatives (e.g., retention, lifetime value, cost to serve).
Budget & Resource Management: Plan and manage CX budgets, allocate resources, and optimize spending.
Process Optimization: Use data tools to identify cost-saving and revenue-generating opportunities across the customer journey.
Data & Analytics
CX Metrics Monitoring: Track and analyze key performance indicators (NPS, CSAT, churn, lifetime value). Link Dealer Experience with CX metrics.
Customer Feedback Systems: Implement and manage systems to collect and act on customer feedback linked to financial KPIs.
Market Benchmarking: Compare CX and financial performance with industry standards and competitors.
Leadership & Communication
Team Leadership: Mentor, develop and empower a new CX team that will build and drive the CX deliverables with consideration of multi-sources of information (internal and external)
Stakeholder Communication: Present complex data and financial insights clearly to executives and cross-functional teams.
Change Management: Drive organizational alignment and adoption of CX initiatives by leading change management efforts, including communication planning, stakeholder engagement, and training strategies.
Technology Enablement
CX Technology Management: Select and optimize platforms for data collection, analysis, and reporting.
YOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES
Bachelorʼs degree in Business, Finance, Economics, Data Analytics, or related discipline (Masterʼs preferred)
5+ yearsʼ experience in customer experience or adjacent roles with demonstrated expertise in quantitative analysis and financial management; industry experience preferred
Strong command of analytics, modeling, and financial concepts (e.g., forecasting, ROI analysis, cost/benefit analysis) with high proficiency in analytics, CRM, and business intelligence tools (Excel, Tableau, Salesforce, Zendesk)
Experience managing budgets and CX investments for measurable returns
Excellent communication, presentation skills and ability to influence and engage stakeholders
Proven team leadership, with ability to drive collaboration among staff and results
Proven ability to lead complex, cross-functional projects from planning through execution, ensuring alignment with strategic goals, timely delivery, and effective stakeholder coordination.
Ease of navigating in a fast-paced environment by leveraging collaborative working relationships
Advanced Excel and BI platform skills
Experience connecting VoC (Voice of Customer) insights to financial outcomes
Experience in cost-to-serve modeling and customer segmentation by financial metrics
Passion for powersports and enthusiasm for using data to shape customer experiences
ACKNOWLEDGING THE POWER OF DIVERSITY
BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!
For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.
AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.
Let’s start with a strong foundation - You want it, we have it:
Annual bonus based on the company’s financial results
Generous paid time away
Pension plan
Collective saving opportunities
Industry leading healthcare fully paid by BRP
What about some feel good perks:
Flexible work schedule
A summer schedule that varies by department and location
Holiday season shutdown
Educational resources
Discount on BRP products
WELCOME TO BRP
We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 16,500 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination: It’s about the journey.
#LI-Hybrid #LI-KB12
