Boston Whaler - Large Boat Customer Experience Concierge

Brunswick Corporation•Edgewater, FL

11d•$70,600 - $101,800•Onsite

About The Position

As part of the talented Boston Whaler team, we are seeking a dynamic Large Boat Customer Experience Concierge for our Large Boat Sales Department. This position plays an integral role in delivering differentiated ownership experience for Boston Whaler Large Boat customers by serving as an assigned brand contact throughout the customer journey. The Large Boat Customer Experience Concierge combines strong technical product knowledge with exceptional relationship-building skills to support customers and dealers from pre-delivery preparation through delivery, product education, and ongoing ownership. The Concierge serves as a consistent point of contact for both sales and technical needs, proactively communicating with assigned customers and coordinating with dealers and internal Boston Whaler teams to provide seamless ownership experience. This position supports Boston Whaler's Large Boat Customer Experience through product mastery, exclusive brand access and unparalleled support while building lasting customer relationships that strengthen loyalty, advocacy, and the Boston Whaler brand.

Requirements

Bachelor's degree in business, communications or a related field is preferred.
Requires at least three to five years of relevant marine industry experience involving large-boat customer support, sales, service, technical support, product training, delivery, retail/wholesale operations, or dealer/channel management.
Boating experience is required; Captain's license is preferred.
Strong working knowledge of the systems common to large outboard-powered boats and the ability to effectively explain technical information to customers, dealers, and other stakeholders.
Demonstrated ability to build and maintain strong customer relationships while providing a high level of personalized service.
Strong understanding and use of communication techniques and technologies.
Ability to think and act independently with customers and dealers without direct supervision and appropriately coordinate internal resources when needed.
Must be an initiative-taker capable of dealing with ambiguity, managing multiple customer relationships, and prioritizing competing needs.
Working knowledge of OBMS and print library.
Excellent communication skills - verbal, written and interpersonal - with the ability to communicate effectively with customers, dealers, executives, and cross-functional teams.
High energy, sense of urgency and a hands-on style.
Ability and willingness to develop comprehensive product knowledge across Boston Whaler Large Boat models and remain current as products, systems and technologies evolve.

Nice To Haves

Bilingual (English/Spanish) is preferred.

Responsibilities

Serve as the assigned Boston Whaler concierge and primary brand point of contact for designated Large Boat customers, developing strong relationships and providing continuity throughout the purchase, delivery, and ownership experience.
Maintain proactive communication with assigned customers and dealers regarding production status, delivery preparation, product questions, technical needs, and other aspects of ownership experience.
Participate in weekly Large Boat production and shipping meetings to maintain current knowledge of production schedules, upcoming shipments, and potential delays, supporting initiative-taking communication with customers and dealers.
Coordinate and participate in Large Boat customer deliveries, providing a personalized two-part delivery experience focused on customer celebration and comprehensive product and systems training.
Develop strong product mastery across Boston Whaler Large Boat models and provide customers and dealers with knowledgeable guidance on boat operation, systems, and features.
Conduct factory tours, water demonstrations and other personalized product experiences for customers and dealers.
Assist and train dealers in key Large Boat product information and appropriate customer delivery practices.
Provide training to dealership sales and service teams on Large Boat systems and operation, including digital switching, breakers, fuses, pumps, service items, and other functional aspects of boat usage.
Develop and maintain customer education resources, including how-to videos, systems checklists, training materials, and other tools designed to increase customer confidence and product knowledge.
Drive customer satisfaction and long-term owner advocacy through proactive follow-up with Large Boat customers and dealers in collaboration with the Boston Whaler Customer Service team.
Serve as a knowledgeable connection point between customers, dealers and appropriate Boston Whaler resources for sales and technical needs, helping coordinate and escalate advanced customer cases when appropriate.
Support prioritized resolution of advanced Large Boat customer concerns by maintaining communication and coordinating with Customer Service, Warranty, Engineering, Manufacturing, Quality, dealers, and other appropriate resources.
Plan and support customer-focused events, boat shows, factory experiences, and other activities that provide Large Boat customers with exclusive access to the Boston Whaler brand while supporting retail sales initiatives.
Help create Boston Whaler Large Boat Champions and Ambassadors by delivering exceptional experiences that strengthen customer loyalty and encourage owners to share the Boston Whaler story and its key benefits with others.
Support exclusive Large Boat customer experiences, including executive welcomes, VIP invitations to applicable events and boat shows, and other brand engagement opportunities.
Manage factory water deliveries from Edgewater to customers and dealers.
Manage water deliveries and boating support for the Board of Directors and other executive or VIP activities as required.
Manage the Boston Whaler Sales and Demo Boat Fleet, including scheduling, boat usage, readiness, maintenance coordination, and overall fleet support.
Collaborate directly with PD&E through issues and opportunities meetings, communicating customer, dealer and field feedback and supporting product changes and best practices for Large Boat models.
Maintain communication with customers and dealers to provide technical product support and coordinate appropriate internal or dealer resources when additional assistance is required.
Perform other related duties as required to support the Boston Whaler Large Boat Customer Experience, dealer network, and Large Boat Sales organization.