Job Description

Innovation is at the heart of Brunswick. See how your contributions will help transform vision into reality:

Position Overview:

Freedom Boat Club is the nation's oldest and largest private member boat club with locations both nationally and internationally. We are currently looking to add a Member Experience Program Manager to our Member Experience Center Team.

The Member Experience Program Manager is responsible for enhancing customer satisfaction. This role involves understanding customer needs by identifying trends in customer data, ensuring immediate issues get resolution, and ensuring a positive overall experience with the company by monitoring loyalty and sentiment metrics. This role will manage projects and collaborate with cross-functional teams to drive improvements in customer satisfaction and loyalty.

At Brunswick & Freedom Boat Club, we have passion for our work and a distinct ability to deliver.

Essential Functions:

• CX Software Management: Contribute to the development and refinement of sentiment tracking opportunities and manage the user and club admin database. Lead survey programming and maintenance.

• Training and Support: Assist in training new CX users on customer service best practices and CXM platform capabilities.

• Reporting: Prepare and present reports on customer interactions, feedback, and satisfaction metrics to management.

• Data Analysis: Analyze customer feedback, journey maps, and performance metrics to identify pain points and opportunities for enhancement.

• Feedback Collection: Gather and analyze customer feedback to identify trends, areas for improvement, and opportunities for enhancing the customer experience.

• Project Management: Oversee CXM projects from conception to execution, ensuring timely delivery and alignment with business objectives.

Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.

Required Qualifications:

• Bachelor’s degree in Business, Communications, or a related field is preferred.

• Proven experience in customer service or customer experience roles.

• Excellent communication and interpersonal skills, with a strong focus on customer satisfaction.

• Ability to work independently and collaboratively in a team environment.

• Strong analytical skills to assess customer feedback and identify trends.

Preferred Qualifications:

• Familiarity with customer experience management (CXM) software, specifically Qualtrics XM.

• Experience in a fast-paced environment with the ability to manage multiple priorities.

• Microsoft Suite proficiency, specifically Excel and Powerpoint.

• A positive attitude and a passion for customer data

Working Conditions:

• This is a remote position that requires using a computer, phone and other electronic applications

• Occasional domestic travel required (approximately four times per year)

Why Brunswick:

Whatever tomorrow brings, we’ll be at the leading edge. As the clear leader in the marine industry, we're committed to our values and supporting our exceptional people. We offer valuable benefits including a competitive 401(k) plan with company match, discounted membership rates, and much more. In addition, we’re proud of being recognized for making a splash with numerous awards!

About Freedom Boat Club

Freedom Boat Club – the world’s largest members-only boat club – was founded in 1989 in Sarasota, Florida. Today, the Clubs 400+ locations welcome hundreds of members to its docks each day to enjoy a day on the water while we take care of the rest including fueling, cleaning, maintenance, and more.

With over 30 years of Boating Made Simple®, Freedom Boat Club (a division of Brunswick Corporation) continues to be a passionate group of individuals who focus on raising the bar in everything that we do. We are always looking for hardworking and motivated people who share our passion for getting others out on the open waters.