National Manager, Customer Experience

Belron Canada Incorporated; Quebec; Hybrid; CAD 140,000 - 200,000; Full time

Job summary

Belron Canada is seeking a strategic, senior Customer Experience leader to set the CX vision and drive transformation across the organization. The role focuses on aligning CX initiatives with business objectives, growing loyalty, and improving conversions through data-driven insights.

You will lead a multidisciplinary team, collaborate with IT, Marketing and Operations, and manage a CX budget to deliver measurable improvements in customer satisfaction and business results.

Qualifications

• 8+ years of senior-level Customer Experience leadership experience.
• Experience leading cross-functional teams (SEA, Solutions, Regen, 1-to-1 Marketing).
• Proven ability to define CX vision and strategies aligned with business objectives.
• Strong data analytics to translate insights into actions.
• Experience with marketing automation tools and CRM platforms.

Responsibilities

• Define, recommend and lead a comprehensive Customer Experience strategy aligned with business objectives.
• Inspire and mobilize the organization around the CX vision, leading a multidisciplinary team.
• Define the roadmap for strategic tools incl. Qualtrics, Salesforce and PAT; guide technology investments.
• Champion the voice of the customer with senior leadership; turn insights into action to improve satisfaction.
• Lead key initiatives such as PAT as a conversion tool, Promo Module, Customer Profile, Rebook and chat internalization.

Job description

Key Responsibilities

Vision & Strategy Define, 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 & Influence Inspire 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 Transformation Define 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 & Insights Champion 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 Initiatives Play 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 & Performance Prepare, 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 & Influence Coordinate with and influence key teams, including Pricing, Marketing, Sales, Operations and IT, to deliver a seamless and consistent customer experience across every touchpoint.

Innovation & Foresight Anticipate emerging Customer Experience trends and technologies. Recommend and implement innovative solutions to maintain a sustainable competitive advantage.

Ideal Candidate

• An 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-Hybrid

We 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! Belron Canada has 325 service centers, 2 distribution centers, 27 warehouses and more than 1,200 employees across the 10 provinces in Canada. We are operating several familiar household brands, including: Lebeau Vitres d'autos, Speedy Glass, Apple Auto Glass, DURO vitres d'autos, Vanfax and Belron Canada (the head office). Belron Canada is a member of Belron International, the world leader in vehicle glass repair, replacement and advanced driver assistance system (ADAS) front camera recalibration operating in 29 countries across 6 continents.