Manager, Customer Experience

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Responsibilities

• Lead CX Governance: Manage cross‑functional governance processes, including agenda setting, stakeholder coordination and decision making.
  • Present complex data and financial insights clearly to executives and cross‑functional teams.
  • Drive organizational alignment and adoption of CX initiatives by leading change management efforts, including communication planning, stakeholder engagement and training strategies.
• CX Strategy Development: Create and execute customer experience strategies based on data analysis, business performance and the company’s business model.
  • Link dealer experience with CX metrics.
  • Implement and manage systems to collect and act on customer feedback linked to financial KPIs.
• Financial & Performance Analysis:
  • Evaluate revenue and cost implications of CX initiatives (e.g., retention, lifetime value, cost to serve).
  • Plan and manage CX budgets, allocate resources and optimize spending.
  • Use data tools to identify cost‑saving and revenue‑generating opportunities across the customer journey.
• Data & Analytics:
  • Track and analyze key performance indicators (NPS, CSAT, churn, lifetime value).
  • Compare CX and financial performance with industry standards and competitors.
• Leadership & Communication:
  • 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).
  • Present complex data and financial insights clearly to executives and cross‑functional teams.
• Technology Enablement: Select and optimize platforms for data collection, analysis and reporting.

Qualifications

• Bachelor’s degree in Business, Finance, Economics, Data Analytics or related discipline (Master’s preferred).
• 5+ years of 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 and 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.
• Advanced Excel and BI platform skills.
• Experience connecting 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.

Benefits

• Annual bonus based on company financial results.
• Generous paid time away.
• Pension plan.
• Collective savings opportunities.
• Industry‑leading healthcare fully paid by BRP.
• Flexible work schedule.
• A summer schedule that varies by department and location.
• Holiday season shutdown.
• Educational resources.
• Discount on BRP products.

Diversity & Inclusion

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. We value diversity and strive to build an inclusive workplace where every employee feels like they belong, can grow and find meaning.