Digital Sales Channel Customer Experience Manager

Automotive glass technology is helping transform how we experience the road. At Belron Canada, the home office of Speedy Glass, Lebeau vitres d’auto and Vanfax we take this seriously, which is why we invest tirelessly on developing our people can realize their full potential.

We welcome applications from everyone, and are firmly committed to diversity, equity and inclusion in the workplace, and take pride in ensuring every member of our team feels empowered.

The Digital Channel Customer Experience Manager –is responsible for the overall performance, profitability, operational efficiency, and optimization of the digital sales channel.

He/She ensures a seamless end-to-end customer experience, from appointment booking to in-store billing for digital customers, by reducing both digital and operational friction.

This strategic role acts as a multidisciplinary orchestrator, creating synergies between digital teams (UX/UI, IT, marketing), customer experience teams, and field operations to maximize online sales while eliminating operational constraints. It combines customer vision, performance analysis, digital innovation, and cross-functional collaboration to deliver a consistent and high-performing omnichannel experience. Additionally, this role requires a strong ability to engage stakeholders, develop strategic intentions, and defend its business case analyses across all projects under its responsibility.

Key Responsibilities

Performance, Profitability, and Operational Efficiency of the Digital Channel

• Drive online sales growth and profitability of the digital channel while considering operational costs (delivery, returns, rescheduled appointments).
• Define and monitor KPIs combining commercial and operational performance: conversion rate, appointment window compliance, correct part delivery rate, average basket size, abandonment rate, time-to-appointment (TTA), NPS, rescheduled appointment rate, post-appointment and post-job customer satisfaction, etc.
• Identify, recommend, and prioritize initiatives with the greatest impact on financial performance and customer experience, as well as revenue and cost optimization levers.

Customer Experience and Friction Reduction

• Design, analyze, optimize, and recommend integrated and personalized digital customer journeys.
• Identify and eliminate friction points (UX, processes, content, payment, delivery, after-sales service, lead times, time slot availability, delivery errors, field coordination) and lead their resolution.
• Ensure that online promises to customers (timelines, options, availability) are realistic, achievable, and aligned with operations and the digital channel vision.
• Collaborate closely with UX/UI, IT, brand marketing, digital marketing, customer experience, and operations teams to improve ergonomics, simplicity, and speed of the customer journey.
• Guarantee a consistent, customer-centric omnichannel experience.

Strategy, Innovation, and Roadmap

• Develop and maintain a strategic roadmap of digital and innovative initiatives aligned with business objectives.
• Continuously monitor trends in e-commerce, customer experience, and digital technologies.
• Deploy innovative solutions to improve appointment scheduling, delivery predictability, and proactive customer communication.
• Test and implement new features (personalization, automation, AI, new payment methods, etc.).
• Draw inspiration from global best practices within Belron and other industries to bring winning opportunities to Belron Canada.
• Prioritize projects based on customer value and business impact.
• Participate in key projects with logistics and operations departments to integrate the digital channel into all initiatives impacting delivery and accelerating online appointments.

Maximizing Online Sales

• Develop strategies to optimize conversion, personalization, and customer retention.
• Collaborate with digital marketing to optimize campaigns, content, journeys, and offers.
• Leverage customer data to better understand behaviors and improve commercial performance.

Governance and Cross-Functional Collaboration

• Act as an internal reference for customer experience related to the digital purchasing channel.
• Create and lead collaboration forums between digital marketing, customer experience, pricing, and operations teams to ensure strategic and operational consistency.
• Work closely with digital marketing, IT, Marketing analytics (data), customer service, and various external partners.
• Present data-driven strategic recommendations to stakeholders and senior management.

Profile Sought

• University degree in marketing, e-commerce, management, customer experience, or a related field.
• Significant experience (5 to 8 years) in managing digital channels, e-commerce, or customer experience.
• Strong understanding of digital performance indicators and profitability models.
• Data-driven with strong analytical skills.
• Strong business acumen and strong capability to present and defend your recommendations to senior management
• Excellent analytical, strategic, and project management skills.
• Strong customer orientation and ability to turn customer insights into concrete actions.
• Ability to thrive in an agile and constantly evolving environment.
• Exemplary ability to collaborate across disciplines and manage diverse stakeholders.
• Ability to handle multiple files and projects simultaneously.
• Bilingual in both spoken and written communication.
• Ability to communicate clearly in large groups and present to senior management with ease.

We believe that genuine care can make a real difference in the customer experience, and it begins with making a difference in the careers of our team members.

Belron Canada is an integral part of the Belron International family, a global leader in auto glass repair and replacement, and forward-facing digital camera calibration. Belron Canada alone operates 325+ service centres, 2 distribution centres and 26 warehouses across 10 provinces, and is home to over 1,200 employees.

Our pursuit of excellence commits us to providing sustainable world-class care for our communities and the climate.