Director, Customer Experience

About Barletta Boats https://www.barlettapontoonboats.com/

At Barletta, we do things differently. We’re continuously redefining what it means to deliver exceptional customer experiences in the marine industry with a culture built on three core values: Treat everyone like family, Always do the right thing, and Relentlessly pursue excellence. If you’re passionate about delivering an exceptional experience, creating meaningful connections, and distrupting the status quo with innovation, let's connect!

Why Join Us?

• Be part of a fast-growing, industry-leading brand that has grown market share from day one.
• Work in a collaborative, family-oriented culture.
• Drive strategic initiatives that shape the future of customer experience.
• Leverage cutting-edge tools like AI and advanced analytics to transform service delivery.
  
  

What You’ll Do

Summary

As the Director of Customer Experience, you’ll lead three core teams—Customer Experience Advisors, Factory Service, and Pre-Delivery Inspection (PDI)—to ensure every customer interaction reflects our commitment to relentless pursuing excellence in all we do. A summary of responsibilities include:

• Develop and Execute Strategy: At a functional level, craft and implement a customer experience strategy aligned with Barletta’s vision and values.
• Lead and Inspire Teams: Mentor and develop high-performing teams to deliver exceptional service.
• Drive Innovation: Use data analytics and AI to identify trends, predict customer needs, streamline processes, and deliver an exceptional experience at all customer levels.
• Ensure Quality: Oversee factory service operations and PDI processes to maintain top-tier standards that are unparalleled in the industry.
• Collaborate Across Departments: Partner with production, IT, and leadership to optimize workflows and resolve issues quickly.
• Monitor Performance: Establish KPIs, analyze trends, and implement continuous improvement initiatives that evolve towards an experience culture like nothing else.
  
  

Here's The Specifics

JOB RESPONSIBILITIES:

• Customer Experience Strategy:
• Help develop and implement a comprehensive customer experience strategy aligned with the company's goals and values.
• Drive initiatives to enhance the overall satisfaction and loyalty of customers.
• Factory Service Operations:
• Oversee factory service operations, ensuring efficiency, accuracy, and excellence in service delivery.
• Collaborate with production and service teams to optimize factory service processes.
• Leadership and Team Development:
• Lead and inspire a team of customer service professionals, factory service technicians and PDI inspectors.
• Provide guidance, mentorship and training to enhance team performance and capabilities.
• Issue Resolution:
• Direct the resolution of customer issues, ensuring timely and effective solutions.
• Implement processes to address customer concerns and feedback, driving continuous improvement.
• Quality Assurance:
• Develop and implement quality assurance programs to maintain high standards in factory service and customer interactions.
• Regularly review and enhance service processes to ensure efficiency and customer satisfaction.
• Budget Management:
• Manage departmental budgets effectively, ensuring cost-effectiveness and resource optimization.
• Collaboration:
• Act as a liaison between customer experience teams, factory service, and other departments.
• Foster a collaborative and communicative environment to ensure seamless operations.
• Performance Metrics:
• Establish and monitor key performance metrics for customer experience and factory service.
• Implement data-driven decision-making processes to enhance performance and drive quality improvements throughout the organization.
• Data-Driven Customer Experience Optimization
• Leverage advanced analytics and AI tools to identify trends, predict customer needs, and proactively address potential issues at both dealer and retail levels.
• Utilize predictive modeling and sentiment analysis to improve customer satisfaction and loyalty.
• AI-Enhanced Service Processes
• Implement AI-driven solutions to streamline factory service operations, reduce response times, and enhance accuracy in issue resolution.
• Collaborate with IT and data teams to integrate AI-powered chatbots and virtual assistants for improved dealer and end-user support.
• Performance Insights & Continuous Improvement
• Develop dashboards and reporting systems using advanced analytics to monitor customer experience KPIs in real time.
• Apply machine learning insights to refine PDI processes and factory service workflows for greater efficiency and quality outcomes.
• Strategic Innovation
• Stay informed on emerging AI and analytics technologies to continuously evolve Barletta’s customer experience strategy.
• Champion data-driven decision-making across the department to build a future-ready customer service model.
• Training Programs:
• Develop and implement training programs for customer service representatives and factory service technicians.
• Ensure continuous learning and development opportunities for the team.
• Continuous Improvement:
• Drive continuous improvement initiatives, identifying areas for enhancement in customer service and factory service operations.
• Industry Engagement:
• Represent the company at industry events, boat shows, and committees to stay abreast of industry trends and best practices.
  
  

What We’re Looking For

• Bachelor’s degree and / or equivalent experience in the marine or adjacent industries.
• Demonstrated experience leading change initiatives in an innovative and forward thinking service function.
• Proven leadership skills with a focus on culture, employee engagement, and employee development.
• Strong communication, organizational, collaboration, and analytical abilities.
• Proficiency in Microsoft Office; experience with PowerBI and Business Central is a plus.
• Foundational knowledge of AI utilization and platform development
• Experience in the scoping, build and implementation of large scale / integrated CRM platforms.
• Ability to thrive in a fast-paced, evolving environment.
• Occasional travel, especially during show season (January - March)..
  
  

Our Culture

Culture Matters- and we keep it at the front and center of how we work, collaborate, and interact daily.

Our Values Keep Us Centered On What Matters Most

• Treat Everyone Like Family
• Always Do the Right Thing
• Relentlessly Pursue Excellence
  
  

At Barletta, everyone is a leader and we share these Leadership Expectations:

• Connect with Purpose
• Execute with Excellence
• Build the Future
  
  

If you’re ready to lead with integrity, innovate boldly, and create unforgettable experiences, Barletta Boats is the place for you. We look forward to hearing from you.