Owner Experience Lead

RJ Dougherty Associates LLC•Edgewater, FL

About The Position

The Owner Experience Lead is responsible for building strong relationships with owners of Everglades’ premium vessels, resolving complex customer concerns, and ensuring an exceptional ownership experience. Working closely with leadership, dealers, and internal teams, this role exercises independent judgment in developing solutions, identifying opportunities for improvement, and strengthening customer satisfaction and brand loyalty. The role proactively engages owners of designated large-model boats throughout key ownership milestones, documents feedback and outcomes in the CRM, and escalates owners at risk of dissatisfaction. It owns customer concerns through resolution, oversees Customer Satisfaction Index (CSI) follow-up, analyzes customer and performance data, and supports dealer service and warranty-related resolutions. The position also develops customer experience dashboards, reports, and metrics, and recommends improvements to owner communication, escalation procedures, and service recovery processes. Most duties are performed in an office environment, with periodic work in manufacturing areas. Production areas may involve fumes, airborne particles, moving mechanical equipment, moderate to loud noise, and non-climate-controlled conditions. The role regularly uses a computer, phone, and other office equipment; regularly sits; occasionally stands, walks, or moves throughout the office and manufacturing facility; and may occasionally lift or move up to 35 pounds. Appropriate PPE is required in designated production areas.

Requirements

At least 5 years of relevant experience with a bachelor’s degree in Business Administration, Communications, Hospitality Management, or a related field; or 9 or more years of progressively responsible experience in lieu of a degree, in customer relations, customer experience, account management, client services, or a related field in the marine industry.
Demonstrated experience independently managing complex customer relationships, sensitive escalations, and cross-functional resolution efforts.
Experience analyzing customer satisfaction metrics, identifying performance trends, and developing operational improvement recommendations.
Advanced proficiency with Microsoft Office, particularly Excel, including pivot tables, data analysis, reporting, charts, and dashboard development.
Strong proficiency with CRM systems, including customer relationship tracking, case management, data integrity, reporting, and performance analysis.
Exceptional written and verbal communication skills, with the professionalism, confidence, and judgment necessary to represent a premium brand.
Ability to balance customer expectations with business priorities, operational constraints, and financial considerations.
Strong organizational, analytical, and problem-solving skills, with the ability to independently prioritize competing responsibilities.
Regular verbal and written communication and operation of a computer, phone, and other office equipment.
Occasional ability to lift and/or move up to 35 pounds.
Appropriate PPE is required when entering designated production areas.

Nice To Haves

Working knowledge of boats, marine systems, or the dealer network model.
Experience with warranty processes.
Personal experience boating and/or offshore fishing.

Responsibilities

Proactively engage with owners of designated large-model boats at key ownership milestones to assess satisfaction, gather feedback, and identify opportunities to enhance their experience.
Accurately document owner calls, feedback, concerns, and outcomes in the CRM.
Identify owners at risk of dissatisfaction and escalate appropriately.
Own customer concerns through resolution, partnering with internal departments and dealers to develop timely and effective solutions.
Use independent judgment to prioritize escalations, recommend resolutions, and address issues with potential financial or reputational impact.
Maintain accountability for timely communication and resolution of escalated customer matters.
Identify recurring issues and share insights with leadership to improve products, processes, and dealer performance.
Oversee follow-up activities for Customer Satisfaction Index (CSI) surveys, including dissatisfied customers and Hot Alerts.
Analyze and report CSI results, CRM data, and owner feedback to the Sr. Director of Customer Service & Warranty to identify recurring concerns, performance gaps, and emerging trends.
Develop and maintain customer experience dashboards, reports, and performance metrics.
Partner with the sales team and serve as a liaison between owners and dealers to address unresolved concerns, facilitate solutions, and improve the customer experience.
Collaborate with Dealer Service Representatives to coordinate resolutions and provide backup support for warranty, parts, technical inquiries, and case management as needed.
Identify and recommend improvements to owner communication, escalation procedures, and service recovery processes.