Head of Customer Experience Strategy

1 week ago

Regina, Saskatchewan, Canada Brandt Full time
About the Role

Brandt is seeking a highly skilled and experienced Director of CRM to lead our customer experience strategy and oversee all CRM functions. This key role will be responsible for building the business's overall customer relationship management capability, capturing customer data across all key touchpoints, and supporting our teams' requirement for high-level service and excellent consumer experience.

Key Responsibilities
  • Develop and Lead a CRM Team: Develop an intimate understanding of Brandt's diverse sales channels in both wholesale and retail capacities, and lead a team of specialists focused on the primary functions of a successful CRM platform.
  • Own CRM Systems: Own the design, implementation, and maintenance of the company's CRM systems with a focus on scalable integration and workflows to support the growing needs of the business.
  • Collaborate with Stakeholders: Work with stakeholders from Sales, Parts & Service, Sales Support, Information Technology, Customer Support, and Marketing to ensure seamless integrations with key systems.
  • Provide Leadership and Oversight: Provide leadership and oversight of cost and resource scoping during initial CRM project development as well as during normal CRM operations for the business.
  • Identify Data Metrics and Analysis: Identify data metrics and analysis across our CRM systems and processes to strengthen value creation with customers.
  • Champion CRM Technology: Provide insight and influence on the design and implementation of CRM technology to maintain a design that aligns with common processes across the organization that minimizes tailoring unique solutions for each group in the business.
Requirements
  • Proven Leadership Experience: Proven experience leading a team, demonstrating exceptional leadership and management skills.
  • Communication and Analytical Skills: Communication skills - Being a collaborative position, effective execution of cross-functional and departmental duties will be highly dependent on the clarity of communication down the line. Analytical skills - Keen interest and ability in conducting analyses of data and deriving insight from those data analyses.

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