Rick Johnson
Senior Manager, Customer Experience @Brc Group
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WORK HISTORY
Senior Manager, Customer Experience @Brc Group
In my role as Senior Manager, Customer Experience, I lead the strategy and execution of a customer-first culture across BRC, supporting our vision and core values and contributing as a member of the Management Team.Tasks & Responsibilities:• Lead and coach the Customer Experience Manager and Team Leads overseeing Customer Experience, Sign Off Drawings, Claims, and Order Entry• Oversee all Customer Experience software solutions, including the rollout and optimization of new platforms• Support onboarding for new dealers and Inside Sales Representatives, ensuring training on products, processes, and technology• Maintain deep knowledge of BRC products and operational processes to identify opportunities for continuous improvement• Coordinate bi-monthly morale and team-building events across all CE departments• Build and lead a high-performance team focused on customer satisfaction and project win rates• Drive accountability through regular one-to-one coaching, feedback, and performance management• Create, deliver, and analyze team performance metrics and take action to resolve issues or performance gaps• Provide coaching, training, and direction while promptly addressing performance concerns• Develop job breakdowns and launch TWI (Training Within Industry) programs for new and existing team members• Handle escalated customer service inquiries from Managers, priority dealers, and Inside Sales Representatives• Oversee government and state contracts within Canada and the USA• Participate in the New Product Development Steering Committee to ensure customer and design feedback informs product improvements• Ensure appropriate resourcing and coverage across all Customer Experience functions
EDUCATION
COPC® Call Center Management Training Series
Certified Professional Manager
Cornell University
Masters Certificate
Niagara College
Associate's degree
ABOUT RICK JOHNSON
Leveraging the value of business and people to create opportunities for growth on diverse platforms is my passion. My specialty is creating and executing highly customized performance management suites and forward-thinking strategies that drive sustained and profitable revenue growth in fast paced and evolving office conditions. Leveraging expertise in P & Ls, large diverse workforces, complex sales processes and strategic resource allocation, I build the cultures of collaboration, energy and alignment that create highly competitive top performing leaders. Noted for:Strategic Initiatives:As a COPC Certified Professional Manager, I currently oversee CX operational strategy and deployment to design, rapidly grow, and implement strategic plans that significantly improve operational efficiency.Leadership that Provides Competitive Advantage:Strategic Leadership | P&L Management | Budget Planning | Business Development | Relationship Building | Change Management | Customer Growth and Retention | Client Engagement | Operations Management | Strategic Partnerships | Employee Satisfaction | Customer Satisfaction & NPS | Contact Center Operations Management | Negotiation |My goal in everything I do is to manifest and model these Personal Core Values: Perseverance; Developing Others; and Compassion/Empathy.
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