District Customer Experience Manager

Legend Boats is Hiring! 

We have 1 vacancy for a full time year round District Customer Experience Manager to lead a team of Customer Experience Specialists across multiple locations. In this key role, you’ll drive revenue growth through exceptional customer service, targeted upselling (YMCA), service bookings, parts sales and streamlined processes. Working primarily from our Barrie, Ontario location, the District Customer Experience Manager has strong leadership and process improvement experience along with extensive boat knowledge to help create a top-tier service experience for our valued customers, ensuring service standards meet the high expectations of the Legend Boats brand.

Who We Are:

Legend Boats is your partner in creating unforgettable memories on the water. As a leading Canadian boat manufacturer, we design and build high-quality aluminum, deck, and pontoon boats that are perfect for Canadian waters. Our commitment to excellence extends beyond our products. We strive to create a positive and inclusive workplace where everyone feels valued and supported. Join our team and be part of a company that's dedicated to innovation, quality, and unforgettable boating experiences.

Compensation:

We offer a competitive salary range of $80,000 to $100,000 annually based on experience and qualifications.

In addition, this role includes:

• Performance-based bonuses tied to profitability, customer and employee satisfaction targets
• Matching retirement savings to support your long-term financial goals
• Up to 4 weeks of vacation to start, recognizing the value of work-life balance
• Comprehensive benefits package, including health, dental, and vision coverage
• Travel allowance for district-wide responsibilities
• Ongoing training and development to support your continued growth

We believe in rewarding results—and your impact will be recognized and supported every step of the way.

Who You Are (The Ideal Candidate):

You are a strategic, customer-obsessed leader who thrives in fast-paced, service-focused environments. With over 5 years of experience in customer service or management—preferably in marine, automotive, or RV industries—you have a proven track record of growing revenue and coaching high-performing teams. You love data, think cross-functionally, and bring solutions, not problems. You’re comfortable using Salesforce, driving process improvements, and building customer-first teams that exceed expectations.

Must-haves:

• 5+ years in customer service or management roles
• Proven leadership and coaching success
• Process optimization experience using tools like Salesforce
• Strong sales acumen with focus on upselling strategies
• Excellent communication and analytical skills
• Boat knowledge is a major asset
• Valid driver’s license, clean driving record, and access to a personal vehicle for regular travel between locations.

What You'll Do (Key Responsibilities):

Leadership & Team Development

• Lead, coach, and develop Customer Experience Specialists across 2 locations
• Conduct regular performance evaluations and personalized coaching
• Cultivate a collaborative, customer-first team culture

Performance & KPI Management

• Set and monitor KPIs tied to service bookings, revenue, upselling, and parts sales
• Analyze data, create dashboards, and report on performance
• Maintain NPS scores above 70 and Google Reviews above 4.5

Customer Experience Strategy

• Champion WOW moments across the customer journey
• Resolve escalations and implement strategies to prevent future issues
• Ensure consistent, memorable customer orientation experiences

Process Improvement & Cross-Functional Collaboration

• Optimize service workflows in Salesforce and Field Service
• Collaborate with Operations, Sales, Finance, and Marketing to streamline the customer experience
• Lead initiatives to improve service, communication, and parts logistics across all locations

Revenue & Upselling Focus

• Achieve quarterly revenue targets
• Increase average Service Work Order value by 25% annually
• Drive bookings for storage, winterization, and seasonal service

Why Join the Legend Family?

• Great Company Culture: Experience a supportive and collaborative work environment where your contributions are valued.
• Ongoing Training: Advance your career with access to our exclusive Legend and Mercury training programs.
• Celebrate Together: Enjoy company-sponsored events, holidays, and celebrations.
• Hit the Water: Take advantage of our Live the Legend Program and experience the thrill of boating firsthand.
• Work-Life Balance: Enjoy up to 4 weeks of annual vacation to recharge and explore new adventures.
• Comprehensive Benefits: Benefit from our comprehensive benefits package, including medical, dental, life, and disability insurance after 6 months of employment.
• Secure Your Future: Participate in our retirement savings plan with company-matching contributions.

Ready to take the next step?

Explore all our career opportunities at Legend Boats!