TBC Corporation
Job Title: Director, Franchise CRM Program
Company Overview: TBC Corporation is a leader in the mobility industry and one of North America’s largest marketers of automotive replacement tires through wholesale and franchise operations. TBC serves wholesale customers in the United States, Canada and Mexico through TBC Brands, NTW, TBC International, and TBC de Mexico.
TBC markets on a wholesale basis to regional tire chains and distributors serving independent tire dealers throughout the US, Canada, and Mexico. TBC has 20 proprietary brands of tires specializing in passenger, commercial, farm and specialty tires.
Job Description
As the Director of CRM, PLCC & Customer Care at Big O Brands, you will play a critical role in shaping and elevating our customer experience. Your responsibilities will span from overseeing CRM systems and developing targeted marketing strategies to driving franchisee engagement with our Private Label Credit Card program and leading customer care initiatives. Collaborating with Sales, Marketing, IT, and Franchise Operations teams, you’ll ensure seamless customer engagement, satisfaction, and retention. Your goal: to build a customer-centric organization that thrives on lasting relationships, enhanced service delivery, and strategic loyalty programs. Job Responsibilities
Develop and execute a robust CRM strategy aligned with business objectives. Oversee CRM systems, ensuring they provide an effective sales funnel. Continuously optimize CRM processes for efficiency and accuracy. Develop and lead CRM strategies to improve customer retention, segmentation, and personalization. Oversee customer care operations with a focus on delivering exceptional service. Own and improve Net Promoter Score (NPS) and other customer satisfaction metrics. Lead the strategy and execution of the PLCC program to drive franchisee adoption and customer utilization. Collaborate with finance and marketing to align PLCC initiatives with broader business goals. Qualifications
Bachelor’s degree in Marketing, Business, or a relevant field; MBA or Master’s degree preferred. 10+ years in CRM, loyalty, or customer experience roles; retail or financial services preferred. Proven work experience as a CRM Director or in a similar role. Strong technical expertise with CRM systems and analytical tools. Knowledge of online marketing methods and best practices. Excellent communication skills with a customer-oriented attitude. Equal Employment Opportunity
TBC Corporation is an equal opportunity employer and welcomes applications from diverse candidates.
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As the Director of CRM, PLCC & Customer Care at Big O Brands, you will play a critical role in shaping and elevating our customer experience. Your responsibilities will span from overseeing CRM systems and developing targeted marketing strategies to driving franchisee engagement with our Private Label Credit Card program and leading customer care initiatives. Collaborating with Sales, Marketing, IT, and Franchise Operations teams, you’ll ensure seamless customer engagement, satisfaction, and retention. Your goal: to build a customer-centric organization that thrives on lasting relationships, enhanced service delivery, and strategic loyalty programs. Job Responsibilities
Develop and execute a robust CRM strategy aligned with business objectives. Oversee CRM systems, ensuring they provide an effective sales funnel. Continuously optimize CRM processes for efficiency and accuracy. Develop and lead CRM strategies to improve customer retention, segmentation, and personalization. Oversee customer care operations with a focus on delivering exceptional service. Own and improve Net Promoter Score (NPS) and other customer satisfaction metrics. Lead the strategy and execution of the PLCC program to drive franchisee adoption and customer utilization. Collaborate with finance and marketing to align PLCC initiatives with broader business goals. Qualifications
Bachelor’s degree in Marketing, Business, or a relevant field; MBA or Master’s degree preferred. 10+ years in CRM, loyalty, or customer experience roles; retail or financial services preferred. Proven work experience as a CRM Director or in a similar role. Strong technical expertise with CRM systems and analytical tools. Knowledge of online marketing methods and best practices. Excellent communication skills with a customer-oriented attitude. Equal Employment Opportunity
TBC Corporation is an equal opportunity employer and welcomes applications from diverse candidates.
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