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Compensation Data

Company Overview

With $5 billion in revenue and 3,500+ employees in the U.S. and Mexico, 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. Additionally, TBC responds to the needs of consumers in search of total car care at more than 465 franchised tire and automotive service centers under Big O Tires®. TBC is headquartered in Palm Beach Gardens, Florida.

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. In 2005, TBC Corp. was purchased by Sumitomo Corporation of America (SCOA). SCOA is the largest subsidiary of Sumitomo Corporation, one of Japan’s major integrated trading and investment business enterprises. In 2018 Michelin, the largest tire manufacturer in Europe, invested in the company which is now a 50:50, privately held joint venture between Sumitomo and Michelin.

Our values are the foundation of our work, how we interact with each other, and the strategies we employ to fulfill our purpose. These are the practices we use every day – in everything we do:

• Integrity - We act honestly because nothing is more important than our reputation.

• Teamwork - We are better together.
• People-Focused - We put people first – our Associates, customers, franchisees, and partners – and cultivate a respectful, collaborative, and inclusive culture, top to bottom, inside and out.
• Accountability - We own our actions and decisions; we do what we say we are going to do.
• Leave Everything Better - We innovate to improve everything we touch, and we take actions now to protect the future.      

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. This role will also be responsible for developing and executing integrated strategies that enhance customer engagement, drive loyalty, and maximize lifetime value. This role leads cross-functional initiatives across marketing, finance, and operations to optimize CRM platforms, manage PLCC partnerships, and elevate the end-to-end customer experience.

Job Responsibilities

CRM Strategy and Systems:

• 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.

CRM Strategy and Execution:

• Develop and lead CRM strategies to improve customer retention, segmentation, and personalization.
• Oversee CRM platform management, data integrity, and campaign execution.
• Analyze customer data to identify trends, opportunities, and actionable insights.

Customer Engagement:

• Monitor existing customer relationships through CRM systems.
• Identify opportunities to enhance engagement and satisfaction.
• Proactively address customer concerns and feedback.

Additional Job Responsibilities

Customer Care:

• Oversee customer care operations with a focus on delivering exceptional service.
• Own and improve Net Promoter Score (NPS) and other customer satisfaction metrics.
• Develop and implement strategies to enhance the end-to-end customer experience.
• Ensure consistent, empathetic, and effective customer handling across all touchpoints.
• Design and implement CX initiatives that improve satisfaction across all touchpoints.
• Monitor NPS, CSAT, and other key metrics to assess customer sentiment.
• Partner with product, digital, and store teams to deliver seamless omnichannel experiences.

Marketing Collaboration:

• Collaborate with Marketing to create targeted campaigns.
• Leverage customer data for personalized marketing initiatives.
• Implement multi-channel marketing strategies to attract and retain clients.

Continued Responsibilities

Private Label Credit Card (PLCC) Program:

• Lead the strategy and execution of the PLCC program to drive franchisee adoption and customer utilization.
• Partner with franchisees to promote PLCC benefits and increase in-store activation.
• Monitor PLCC performance metrics and identify opportunities for growth and optimization.
• Collaborate with finance and marketing to align PLCC initiatives with broader business goals.
• Own the relationship with PLCC partners (e.g., banks or financial institutions).
• Drive acquisition, activation, and usage of private label credit cards.
• Collaborate with finance and legal teams to ensure compliance and profitability.
• Cross-Functional Alignment:
• Work closely with operations teams to align CRM efforts with revenue goals.
• Foster collaboration between Franchisees and Customer Experience team.
• Align CRM, PLCC, and CX strategies with broader marketing and business goals.
• Lead cross-functional teams and influence senior stakeholders.
• Foster a customer-centric culture across the organization.

Data Analysis and Insights:

• Analyze customer data to identify trends and preferences.
• Use insights to tailor marketing efforts and improve customer experiences.
• Implement A/B testing and measure campaign effectiveness.

Added Responsibilities

Budget Management:

• Manage the CRM budget, allocating resources strategically.
• Evaluate ROI for CRM initiatives and adjust as needed.

Stakeholder Communication:

• Communicate CRM strategies and results to leadership.
• Collaborate with cross-functional teams to achieve common goals.
• Other duties as assigned.

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.
• Proven success managing PLCC programs and vendor relationships.
• Strong analytical skills with experience in customer data platforms (CDPs), CRM tools, and BI dashboards.
• Exceptional leadership, communication, and stakeholder management abilities.

Preferred Attributes

• Experience with Salesforce, Adobe Experience Cloud, or similar platforms.
• Familiarity with regulatory requirements in financial services.
• Passion for innovation and continuous improvement in customer engagement.
• Bilingual in Spanish /English is a plus

Benefits

• Market competitive compensation
• 401(k) and Roth with company match. Immediate 100% vesting
• Comprehensive benefits including medical, dental and vision
• Company paid short term disability and employer subsidized long term disability
• Company paid life insurance
• Discounted tire purchasing
• Tuition reimbursement
• Employee assistance program
• Generous paid vacation and paid time off
• Customizable voluntary benefits
• and More!!!

Mission Critical Competencies

TBC seeks team members who excel in demonstrating our critical competencies to drive organizational capability. In this spirit we view the following as mission critical for this role:

• Strategic Mindset: seeing ahead to future possibilities and translating them into breakthrough strategies.
• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Cultivates Innovation: Creating new and better ways for the organization to be successful.
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
• Develops Talent: Developing people to meet both their career goals and the organization's goals.
• Ensures Accountability: Holding self and others accountable to meet commitments.
• Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Change Management: effective Sponsorship, Change Agent and influencing skills. Adaptive, agile, flexible, open minded. Proven ability to build cross-functional commitment, lead, simplify and scale complex dynamic organizations through transformational change.