Team Lead, Voice Customer and Network

Overview

BRP is seeking a customer-centric, analytical thinker to enthusiastically lead the Voice of Customer (VoC) program. You will lead a team of analysts and coordinators to deliver a best-in-class VoC program featuring a closed-loop approach for identifying customer issues, analyzing feedback, and generating actionable insights to drive changes within the global BRP organization. The VoC team lead is passionate about representing customer views, championing processes and enhancements that balance customer needs with cost and revenue objectives to increase overall customer satisfaction and loyalty.

You will advise key stakeholders and hold teams accountable for improving customer pain points and shaping BRP customer experience. The VoC Lead promotes best-in-class service at BRP and at the Dealership, contributing to an environment focused on customer loyalty, meeting customer needs and retention.

YOU’LL HAVE THE OPPORTUNITY TO

• Lead a team of 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 the team’s potential.
• Create a pleasant working environment that inspires the team.
• Design and execute a VoC strategy that enables the long-term success of our customers, both riders and dealers.
• Drive a continuous improvement process to expand VoC input sources.
• 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 with BRP leadership to confirm drivers of the customer experience and provide actionable recommendations for product and service improvements.
• Help develop compelling stories that convey meaningful insights to internal partner audiences.
• Optimize BRP customer experience by developing processes and programs to maintain accurate knowledge about top customer pain points and feature requests.
• Work with Global Support and Service Experience Directors and Managers to identify business goals, establish project scope and KPIs, and provide actionable recommendations for improvements.

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

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

Diversity and Inclusion

BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people from all backgrounds, profiles, beliefs, and experiences. The diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead. We value diversity and strive to push each other forward to build an inclusive workplace where every employee belongs, can grow, and find meaning.

Benefits at BRP

AT BRP, when we talk about benefits, we go all in. We offer a strong foundation of benefits including:

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

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 Valcourt, Quebec, BRP operates manufacturing facilities globally with a diverse workforce committed to customer focus and ingenuity.