As National Manager, Customer Experience, you will be the architect of the transformation of our customer experience, taking it from excellent to truly exceptional. This role goes beyond strategic oversight. It requires bold vision, the ability to influence at all levels of the organization, and a passion for creating memorable experiences that build loyalty and differentiate Belron Canada in the marketplace.
Your mission will be to define and champion the national Customer Experience vision, lead omnichannel strategies, and drive high-impact initiatives across the entire customer journey, from lead generation through to the in-store experience.
You will be a driving force for innovation, bringing global best practices into the organization and anticipating emerging trends to maintain our leadership position. Your strong leadership skills and proven omnichannel experience will enable you to develop a deep understanding of our customers, not only their needs but also their expectations and aspirations, and turn those insights into stronger engagement with our products and services at every touchpoint.
This role is for a leader who is passionate about metrics and equally committed to making a real, tangible difference for our customers by creating an exceptional experience every time they engage with us.
Key ResponsibilitiesVision & Strategy- Define, recommend and lead a comprehensive Customer Experience strategy aligned with business objectives, positioning the organization as an industry leader.
- Place conversion, loyalty and retention at the heart of CX initiatives to drive sustainable growth.
Leadership & Influence- Inspire and mobilize the organization around the CX vision, influencing strategic decisions and engaging key stakeholders.
- Lead and develop a multidisciplinary team (SEA, Solutions, Regen, 1-to-1 Marketing), fostering a culture focused on performance, innovation and accountability.
Governance & Digital Transformation- Define the roadmap for strategic tools including Qualtrics, Salesforce and PAT, and guide technology investments to maximize personalization and conversion.
- Recommend technology enhancements and investments that support the overall strategy.
- Oversee the proactive management of critical incidents to protect our reputation and strengthen trust in our brands.
Voice of the Customer & Insights- Champion the voice of the customer with senior leadership.
- Leverage data and market research to turn insights into actionable strategies that improve customer satisfaction and strengthen loyalty.
Business Leadership on Strategic Initiatives- Play a key decision-making role in high-impact initiatives, including PAT as a conversion tool, Promo Module, Customer Profile, Rebook and chat internalization.
- Develop business cases, influence prioritization and champion recommendations with the executive leadership team.
Budget & Performance- Prepare, present and manage the CX budget while ensuring financial and operational objectives are met.
- Define and monitor strategic KPIs, including conversion, NPS, handling time and customer satisfaction, and drive continuous improvement plans.
Cross-Functional Collaboration & Influence- Coordinate with and influence key teams, including Pricing, Marketing, Sales, Operations and IT, to deliver a seamless and consistent customer experience across every touchpoint.
Innovation & Foresight- Anticipate emerging Customer Experience trends and technologies.
- Recommend and implement innovative solutions to maintain a sustainable competitive advantage.
Ideal Candidate- An innovative, out-of-the-box thinker.
- University degree in Business Administration or a related field.
- 8+ years of senior-level Customer Experience leadership experience.
- Passionate about creating outstanding customer experiences, with a demonstrated ability to innovate and improve customer satisfaction at scale.
- Experience scaling customer success teams, systems and processes.
- Experience with marketing automation tools and CRM platforms.
- Experience leading teams that include customer-facing representatives or agents.
- Extensive experience in customer success or Customer Experience roles within a retail organization, with a strong focus on digital experience, loyalty and retention initiatives.
- Demonstrated experience leading Customer Experience initiatives, with the ability to develop strategies and execute plans that deliver tangible improvements in customer satisfaction and business results.
- A natural leader and communicator who can inspire teams and foster cross-functional collaboration.
- Strong analytical mindset and comfortable using data to inform decisions and strategy.
- A people-focused leader who is equally comfortable working with people and working with data.
#LI-Hybrid
