National Manager, Customer Experience

Belron International Limited; Montreal; Hybrid; CAD 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Belron Canada, home to Speedy Glass, Lebeau Vitres d’auto and Vanfax, seeks a National Manager, Customer Experience to architect a transformative CX vision. You will lead omnichannel initiatives, define the CX roadmap aligned with business goals, and influence leadership while building a data-driven culture that improves satisfaction and loyalty across all touchpoints. The role blends strategic oversight with hands-on execution in a hybrid setup.

Qualifications

• 8+ years of senior-level Customer Experience leadership experience.
• Experience scaling customer success teams, systems and processes.
• Experience with marketing automation tools and CRM platforms.
• Experience leading teams that include customer-facing representatives or agents.

Responsibilities

• Define, recommend and lead the national Customer Experience strategy.
• Lead omnichannel strategies and drive initiatives across the customer journey.
• Champion the voice of the customer with senior leadership and turn insights into actions.
• Manage CX budget and monitor KPIs like conversion, NPS and satisfaction.
• Collaborate with Pricing, Marketing, Sales, Operations and IT to ensure a seamless experience.

Skills

CX leadership

Omnichannel strategy

Leadership

Data analysis

Stakeholder management

Marketing automation

CRM platforms

Education

University degree in Business Administration or related field

Tools

Qualtrics

Salesforce

PAT

Job description

Automotive glass technology is helping transform how we experience the road. At Belron Canada, the home office of Speedy Glass, Lebeau vitres d’auto and Vanfax we take this seriously, which is why we invest tirelessly on developing our people can realize their full potential.We welcome applications from everyone, and are firmly committed to diversity, equity and inclusion in the workplace, and take pride in ensuring every member of our team feels empowered.As National Manager, Customer Experience, you will be the architect of the transformation of our customer experience, taking it from excellent to truly exceptional. This role goes beyond strategic oversight. It requires bold vision, the ability to influence at all levels of the organization, and a passion for creating memorable experiences that build loyalty and differentiate Belron Canada in the marketplace.Your mission will be to define and champion the national Customer Experience vision, lead omnichannel strategies, and drive high-impact initiatives across the entire customer journey, from lead generation through to the in-store experience.You will be a driving force for innovation, bringing global best practices into the organization and anticipating emerging trends to maintain our leadership position. Your strong leadership skills and proven omnichannel experience will enable you to develop a deep understanding of our customers, not only their needs but also their expectations and aspirations, and turn those insights into stronger engagement with our products and services at every touchpoint.This role is for a leader who is passionate about metrics and equally committed to making a real, tangible difference for our customers by creating an exceptional experience every time they engage with us.Key ResponsibilitiesVision & StrategyDefine, recommend and lead a comprehensive Customer Experience strategy aligned with business objectives, positioning the organization as an industry leader.Place conversion, loyalty and retention at the heart of CX initiatives to drive sustainable growth.Leadership & InfluenceInspire and mobilize the organization around the CX vision, influencing strategic decisions and engaging key stakeholders.Lead and develop a multidisciplinary team (SEA, Solutions, Regen, 1-to-1 Marketing), fostering a culture focused on performance, innovation and accountability.Governance & Digital TransformationDefine the roadmap for strategic tools including Qualtrics, Salesforce and PAT, and guide technology investments to maximize personalization and conversion.Recommend technology enhancements and investments that support the overall strategy.Oversee the proactive management of critical incidents to protect our reputation and strengthen trust in our brands.Voice of the Customer & InsightsChampion the voice of the customer with senior leadership.Leverage data and market research to turn insights into actionable strategies that improve customer satisfaction and strengthen loyalty.Business Leadership on Strategic InitiativesPlay a key decision-making role in high-impact initiatives, including PAT as a conversion tool, Promo Module, Customer Profile, Rebook and chat internalization.Develop business cases, influence prioritization and champion recommendations with the executive leadership team.Budget & PerformancePrepare, present and manage the CX budget while ensuring financial and operational objectives are met.Define and monitor strategic KPIs, including conversion, NPS, handling time and customer satisfaction, and drive continuous improvement plans.Cross-Functional Collaboration & InfluenceCoordinate with and influence key teams, including Pricing, Marketing, Sales, Operations and IT, to deliver a seamless and consistent customer experience across every touchpoint.Innovation & ForesightAnticipate emerging Customer Experience trends and technologies.Recommend and implement innovative solutions to maintain a sustainable competitive advantage.Ideal CandidateAn innovative, out-of-the-box thinker.University degree in Business Administration or a related field.8+ years of senior-level Customer Experience leadership experience.Passionate about creating outstanding customer experiences, with a demonstrated ability to innovate and improve customer satisfaction at scale.Experience scaling customer success teams, systems and processes.Experience with marketing automation tools and CRM platforms.Experience leading teams that include customer-facing representatives or agents.Extensive experience in customer success or Customer Experience roles within a retail organization, with a strong focus on digital experience, loyalty and retention initiatives.Demonstrated experience leading Customer Experience initiatives, with the ability to develop strategies and execute plans that deliver tangible improvements in customer satisfaction and business results.A natural leader and communicator who can inspire teams and foster cross-functional collaboration.Strong analytical mindset and comfortable using data to inform decisions and strategy.A people-focused leader who is equally comfortable working with people and working with data.#LI-HybridWe believe that genuine care can make a real difference in the customer experience, and it begins with making a difference in the careers of our team members.Belron Canada is an integral part of the Belron International family, a global leader in auto glass repair and replacement, and forward-facing digital camera calibration. Belron Canada alone operates 325+ service centres, 2 distribution centres and 26 warehouses across 10 provinces, and is home to over 1,200 employees.Our pursuit of excellence commits us to providing sustainable world-class care for our communities and the climate.If you value your career as we value our employees and our customers, there’s no better time to join Belron Canada and #BringOutYourBest with us!