Owner Experience Lead

RJ Dougherty Associates•Edgewater, FL

7d•Onsite

About The Position

The Owner Experience Lead builds strong relationships with owners of Everglades’ premium vessels, resolves complex customer concerns, and works to ensure an exceptional ownership experience. In collaboration with leadership, dealers, and internal teams, the role uses independent judgment to develop solutions, identify opportunities for improvement, and strengthen customer satisfaction and brand loyalty. The role proactively contacts owners of designated large-model boats at key ownership milestones, records feedback and outcomes in the CRM, and identifies owners at risk of dissatisfaction. It owns customer concerns through resolution, coordinates with internal departments and dealers, manages escalations, and shares recurring-issue insights with leadership. The position also oversees follow-up on CSI surveys and Hot Alerts, analyzes customer feedback and performance data, and develops customer experience dashboards, reports, and metrics. The Owner Experience Lead supports dealer service by serving as a liaison between owners and dealers, working with the sales team and Dealer Service Representatives, and providing backup support for warranty, parts, technical inquiries, and case management as needed. Most duties are performed in an office, with periodic work in manufacturing areas. The role may involve exposure to fumes, airborne particles, moving mechanical equipment, moderate to loud noise, and non-climate-controlled conditions in production areas. Appropriate PPE is required in designated production areas. Everglades Boats conducts pre-employment drug screening following a conditional offer of employment and is an Equal Opportunity Employer.

Requirements

At least 5 years of relevant experience with a bachelor’s degree in Business Administration, Communications, Hospitality Management, or a related field; alternatively, 9 or more years of progressively responsible experience in lieu of a degree.
Relevant experience 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 recommendations for operational improvement.
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, including the ability to independently prioritize competing responsibilities.
Regularly communicate verbally and in writing and operate a computer, phone, and other office equipment.
Occasionally lift and/or move up to 35 pounds.
Wear appropriate PPE when entering designated production areas.

Nice To Haves

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

Responsibilities

Proactively engage 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 by partnering with internal departments and dealers to develop timely, 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.