Job Description
YOU’LL HAVE THE OPPORTUNITY TO:
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 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.
CX Metrics Monitoring: Track and analyze key performance indicators (NPS, CSAT, churn, lifetime value). Link Dealer Experience with CX metrics.
Customer Feedback Systems: Implem...
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