Team Lead, Voice of the Customer and Network

BRP•Sherbrooke, QC

3d•Hybrid

About The Position

BRP is looking for a customer centric, analytical-thinker that will enthusiastically lead the Voice of Customer (VoC) program. With a strong team of analysts and coordinators, you will have the opportunity to deliver a best-in-class VoC program featuring a closed-loop approach for identifying customer issues, analyzing and researching feedback and generating actionable insights to drive changes within the global BRP organization. The Voice of Customer (VoC) team lead is passionate about representing customer views, putting yourself in their shoes, championing processes, procedures, innovations and enhancements that when balanced with cost and revenue objectives, aim to increase customers overall satisfaction and loyalty. You are focused on incorporating the customers perspective to build brand loyalty, fix pain points and drive innovation. You will leverage your insights and expertise to advise key stakeholders and hold teams accountable for improving customer pain points, shaping BRP customer experience. Ultimately, the VoC Lead is responsible for promoting Best-in-Class service at BRP and at the Dealership and assisting in creating an environment focused on customer loyalty, meeting customers needs and customer retention.

Requirements

A “customer-first” mentality to help drive the best customer experience with empathy and a rare ability to understand partners and customer needs in a B2B business.
Strong change management and influence skills; ability to negotiate and communicate across all levels of the organization.
Agile mindset and result driven.
Excellent communication and interpersonal skills as well as eloquent writing skills.
Ability to command a room and inspire a variety of decision-makers with ease.
Understands key customer metrics and has experience with methodologies for translating customer experience and operational (XO) data into thoughtful insights and actions.
Experience with different VoC methods such as Net Promoter System.
Deep knowledge of Qualtrics or similar survey analytics platform is mandatory.
Familiarity with database systems and SQL preferred.
Program and Project Management proficiency across multi-site locations.
Strong project management skills and an ability to multitask.
Ability to deep dive into data, processes, and systems and develop innovative ideas for process challenge
Bilingualism (French-English)
3+ years in a team leadership role
Bachelor’s degree in Business field (marketing would be an asset).

Responsibilities

Lead a team of passionate coordinators and analysts to design, deploy and run a true customer-centric feedback loop.
Manage the day-to-day activities of the team
Develop and implement processes to distribute assignments, deliver projects and achieve targets
Conduct performance reviews, training and development activities to maximize team’s potential
Create a pleasant working environment that inspires the team
Design and execute on a Voice of Customer strategy that enables the long term success of our customers, both riders and dealers
Drive a continuous improvement process to appropriately expand our sources of VoC input
Use a variety of tools and feedback channels to ingest and analyze customer data
Establish quantitative and qualitative process-oriented approaches to identify and prioritize key customer feedback from multiple data inputs
Determine appropriate cadence and forums for sharing VoC results to BRP leadership team to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements.
Help develop compelling “stories” that convey the meaningful synthesized insights in a compelling manner to various internal partner audiences
Optimize BRP customer experience by developing the process and programs to support consistent accurate knowledge about top customer pain points and feature requests
Work closely with Global Support and Service Experience Director and Managers to identify business goals, establish project scope, KPI's and provide thought leadership and actionable recommendations for improvements.