Coordinator, Customer Experience & Lifecycle

Mastercraft Boat Company LLC•Vonore, TN

12h•Onsite

About The Position

The Coordinator, Customer Experience & Lifecycle Programs owns and elevates the end-to-end experience for customers across key lifecycle moments—from early entry into the brand through premium flagship ownership. This role is a critical driver of MasterCraft’s Certified Pre-Owned (CPO) and Concierge initiatives, serving as both the program owner and frontline customer experience lead. The individual will lead the development, launch, and ongoing management of the CPO program while delivering a high-touch, hospitality-driven experience for customers and dealers. Sitting at the intersection of program management, customer experience, dealer enablement, and hospitality, this role ensures seamless coordination across departments and a premium, consistent ownership journey.

Requirements

3–5 years of experience in customer experience, program management, account management, hospitality, marketing operations, or a related field.
Proven ability to own complex programs end-to-end and work effectively across cross-functional teams.
Exceptional organizational skills with the ability to manage multiple priorities simultaneously.
Strong interpersonal and communication skills; comfortable engaging directly with customers, dealers, and senior internal stakeholders.
Calm, solutions-oriented demeanor with strong judgment and discretion.
Ability to synthesize customer data and qualitative insights into clear recommendations and improvements.
Willingness to be available outside traditional business hours to support premium customers and dealers.
Passion for delivering elevated, white-glove experiences that build long-term brand loyalty.
Excellent communication and presentation skills with the ability to influence and collaborate cross-functionally.

Nice To Haves

Familiarity with premium consumer brands, marine, automotive, powersports, or adjacent industries is a plus.
Knowledge of the boating and marine industry is preferred.

Responsibilities

Own the end-to-end development, launch, and ongoing management of MasterCraft’s Certified Pre-Owned program.
Lead cross-functional project management across IT, Marketing, Sales, Customer Service, Parts, and Quality to define scope, requirements, timelines, and deliverables.
Establish and maintain CPO processes, policies, certification standards, and operational workflows in partnership with internal teams and dealers.
Oversee the consumer-facing CPO experience, including website, lead flow, and program positioning.
Manage dealer participation and inputs, ensuring alignment, compliance, and ease of execution.
Act as the central point of accountability to ensure the program launches successfully and scales effectively.
Serve as the primary point of contact for XStar Concierge customers and CPO Hotline customers, delivering a high-touch, white-glove experience.
Provide support during designated concierge hours (8am–6pm, peak season) across phone, text, and email channels.
Monitor and respond to MasterCare and CPO-related communication channels, ensuring timely, professional, and solution-oriented responses.
Assist customers with onboarding, product education, service coordination, and issue resolution—bridging gaps between customer, dealer, and internal teams.
Partner closely with dealers to support CPO execution, customer communication, and program adoption.
Serve as a resource for dealers navigating CPO processes, certification requirements, and customer inquiries.
Act as a central coordinator to ensure dealers, customers, and internal teams remain aligned and informed.
Serve as a front-office, customer-facing representative at the factory, delivering a premium hospitality experience.
Coordinate and host factory tours, VIP visits, and on-site customer experiences
Represent the MasterCraft brand with professionalism, warmth, and attention to detail at every touchpoint.