About this role
Position Summary
The Owner Experience Lead is responsible for building strong relationships with owners of Everglades’ premium vessels, resolving complex customer concerns, and ensuring an exceptional ownership experience. Working closely with leadership, dealers, and internal teams, this role exercises independent judgment in developing solutions, identifying opportunities for improvement, and strengthening customer satisfaction and brand loyalty.
Responsibilities
Owner Outreach and Relationship Building
• Proactively engage with owners of designated large-model boats at key milestones throughout their ownership experience to assess satisfaction, gather feedback, and identify opportunities to enhance their overall experience.
• Document each call accurately in our CRM, including owner feedback, concerns, and outcomes.
• Identify owners who are at risk of dissatisfaction and escalate appropriately.
Issue Resolution
• Own customer concerns through resolution, partnering closely with internal departments and dealers to develop effective solutions in a timely fashion.
• Exercise independent judgment in prioritizing escalations, recommending resolutions, and addressing issues with potential financial or reputational impact.
• Maintain accountability for timely communication and resolution of escalated customer matters.
• Identify recurring issues and share insights with leadership to improve products, processes, and dealer performance.
Customer Satisfaction Index (CSI) Management
• Oversee follow-up activities associated with Customer Satisfaction Index (CSI) surveys, including dissatisfied customers and Hot Alerts.
• Analyze and report to Sr. Director of Customer Service & Warranty all CSI results, CRM data, and owner feedback to help identify recurring concerns, performance gaps, and emerging trends.
• Develop and maintain customer experience dashboards, reports, and performance metrics.
Dealer Service Support
• Partners closely with sales team and serves as a liaison between owners and dealers to address unresolved concerns, facilitate solutions, and improve the overall customer experience
• Collaborate with Dealer Service Representatives to coordinate resolutions and provide backup support for warranty, parts, technical inquiries, and case management as needed.
• Identify and recommend improvements to owner communication, escalation procedures, and service recovery processes.
Qualifications
• Minimum 5 years of relevant experience with a Bachelor’s degree in Business Administration, Communications, Hospitality Management, or related field; or 9+ years of progressively responsible experience in lieu of a degree, in customer relations, customer experience, account management, client services, or a related field in the marine industry.
• Demonstrated experience independently managing complex customer relationships, sensitive escalations, and cross-functional resolution efforts.
• Experience analyzing customer satisfaction metrics, identifying performance trends, and developing recommendations for operational improvement.
• Advanced proficiency with Microsoft Office, particularly Excel, including pivot tables, data analysis, reporting, charts, and dashboard development.
• Strong proficiency with CRM systems, including customer relationship tracking, case management, data integrity, reporting, and performance analysis.
• Exceptional written and verbal communication skills, with the professionalism, confidence, and judgment necessary to represent a premium brand.
• Demonstrated ability to balance customer expectations with business priorities, operational constraints, and financial considerations.
• Strong organizational, analytical, and problem-solving skills with the ability to independently prioritize competing responsibilities.
Preferred
• Working knowledge of boats, marine systems, or the dealer network model.
• Experience with warranty processes.
• Personal experience boating and/or offshore fishing.
Key Competencies
• Business Acumen: Understands how customer experience, product quality, and service performance influence customer loyalty and business results.
• Independent Judgment: Evaluates complex situations, considers business implications, and recommends appropriate courses of action.
• Relationship Management: Builds trust and credibility with customers, dealers, and internal stakeholders.
• Analytical Thinking: Translates customer feedback and performance data into meaningful insights and recommendations.
• Cross-Functional Influence: Drives collaboration and accountability across departments without direct supervisory authority.
• Professional Presence: Represents Everglades Boats with discretion, confidence, and a commitment to exceptional service.
Physical Requirements
Regularly communicates verbally and in writing and operates a computer, phone, and other office equipment. Regularly required to sit and occasionally stand, walk, or move throughout the office and manufacturing facility. Occasionally must lift and/or move up to 35 pounds. Appropriate PPE is required when entering designated production areas.
Work Environment
Most duties are performed in an office environment; however, this position will periodically work within manufacturing areas. Production areas may include exposure to fumes, airborne particles, moving mechanical equipment, moderate to loud noise, and non-climate-controlled conditions.
Everglades Boats is a drug-free workplace and conducts pre-employment drug screening following a conditional offer of employment.
Everglades Boats is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.