Manager, Customer Experience

BRP; Dorval; Hybrid; CAD 85,000 - 115,000; Full time

Job summary

A leading recreational vehicle manufacturer in Dorval, Quebec is seeking a Customer Experience Leader to manage strategies and governance. The role involves financial analysis, stakeholder communication, and mentoring a new CX team. Ideal candidates will have over 5 years of experience, strong analytical skills, and a relevant degree. This position offers a comprehensive benefits package including an annual bonus, generous PTO, and a hybrid work schedule.

Benefits

Annual bonus based on financial results

Generous paid time away

Pension plan

Collective saving opportunities

Industry leading healthcare fully paid by the company

Flexible work schedule

Educational resources

Discount on company products

Qualifications

• 5+ years' experience in customer experience or adjacent roles.
• Strong command of analytics, modeling, and financial concepts.
• Proven team leadership and ability to drive collaboration.

Responsibilities

• Lead customer experience governance and strategy development.
• Evaluate financial impact of CX initiatives.
• Mentor and develop the CX team for effective execution.

Skills

Customer experience management

Financial analysis

Data analysis

Team leadership

Communication skills

Education

Bachelor's degree in Business, Finance or related field

Master's degree (preferred)

Tools

Excel

Tableau

Salesforce

Zendesk

Job description

YOU’LL HAVE THE OPPORTUNITY TO

Strategy & Governance

• Lead CX Governance: Manage cross-functional governance processes, including agenda setting and stakeholder coordination and decision making.
• CX Strategy Development: Create and execute customer experience strategies based on data analysis, business performance and considering our business model.

Financial & Performance Analysis

• Financial Impact Assessment: Evaluate revenue and cost implications of CX initiatives (e.g., retention, lifetime value, cost to serve).
• Budget & Resource Management: Plan and manage CX budgets, allocate resources, and optimize spending.
• Process Optimization: Use data tools to identify cost-saving and revenue-generating opportunities across the customer journey.

Data & Analytics

• CX Metrics Monitoring: Track and analyze key performance indicators (NPS, CSAT, churn, lifetime value). Link Dealer Experience with CX metrics.
• Customer Feedback Systems: Implement and manage systems to collect and act on customer feedback linked to financial KPIs.
• Market Benchmarking: Compare CX and financial performance with industry standards and competitors.

Leadership & Communication

• Team Leadership: Mentor, develop and empower a new CX team that will build and drive the CX deliverables with consideration of multi-sources of information (internal and external)
• Stakeholder Communication: Present complex data and financial insights clearly to executives and cross-functional teams.
• Change Management: Drive organizational alignment and adoption of CX initiatives by leading change management efforts, including communication planning, stakeholder engagement, and training strategies.

Technology Enablement

• CX Technology Management: Select and optimize platforms for data collection, analysis, and reporting.

YOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES

• Bachelorʼs degree in Business, Finance, Economics, Data Analytics, or related discipline (Masterʼs preferred)
• 5+ yearsʼ experience in customer experience or adjacent roles with demonstrated expertise in quantitative analysis and financial management; industry experience preferred
• Strong command of analytics, modeling, and financial concepts (e.g., forecasting, ROI analysis, cost/benefit analysis) with high proficiency in analytics, CRM, and business intelligence tools (Excel, Tableau, Salesforce, Zendesk)
• Experience managing budgets and CX investments for measurable returns
• Excellent communication, presentation skills and ability to influence and engage stakeholders
• Proven team leadership, with ability to drive collaboration among staff and results
• Proven ability to lead complex, cross-functional projects from planning through execution, ensuring alignment with strategic goals, timely delivery, and effective stakeholder coordination.
• Ease of navigating in a fast-paced environment by leveraging collaborative working relationships
• Advanced Excel and BI platform skills
• Experience connecting VoC (Voice of Customer) insights to financial outcomes
• Experience in cost-to-serve modeling and customer segmentation by financial metrics
• Passion for powersports and enthusiasm for using data to shape customer experiences

ACKNOWLEDGING THE POWER OF DIVERSITY

BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!

For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.

AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.

Let’s start with a strong foundation — You want it, we have it:

• Annual bonus based on the company’s financial results
• Generous paid time away
• Pension plan
• Collective saving opportunities
• Industry leading healthcare fully paid by BRP

What about some feel good perks:

• Flexible work schedule
• A summer schedule that varies by department and location
• Holiday season shutdown
• Educational resources
• Discount on BRP products

WELCOME TO BRP

We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 16,500 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination: It’s about the journey.

#LI-Hybrid #LI-KB12