Overview
Retail Service Development Lead at Specialized Bicycle Components. This role elevates the service experience at retail stores (owned & independently run) and deploys new service products. Partnering with in-country retail specialists & account managers, you will audit service quality at bike shops and create initiatives to reward retailers that deliver a premium service experience. You will roll out revenue-driving service products (such as extended warranties, service plans, etc.), while supporting proactive field service campaigns.
Responsibilities
* Routinely benchmark brand service experience through personal store visits, surveys, and retail panel reviews.
* Develop and roll out a tiered service-level system for retailers with clearly defined store requirements, capabilities, and standards at each level.
* Drive adoption of a globally aligned retail service education program focusing on diagnostic training, service standards, and toolchain adherence, working with our internal Specialized University team of content creators.
* Create and manage an audit system to track retailer service performance, including mystery shops, checklists, and performance metrics. Deliver KPIs and regularly report out to the team.
* Identify, develop and execute service-based revenue opportunities such as extended warranties, branded maintenance packages, or insurance products.
* Partner with the Service Operations team to identify gaps against current state and opportunities for improvements in systems, tools, and technical training.
* Champion service management and diagnostic needs of retailers/riders by submitting system or process requirements to digital teams.
* Partner with field service experts to update and align preventative maintenance plans ahead of new bike launches.
* Collaborate with sales, marketing, and product teams to align service initiatives with broader business goals and customer experience standards.
What You Need To Win
* 5+ years of experience in the motor/bicycle industry with a strong focus on service or business development.
* Proven experience building or scaling service programs in a retail environment.
* Strong understanding of bicycle mechanics, shop operations, and customer service best practices.
* Project management experience/certification, including experience across countries/remote work.
* Excellent interpersonal and influencing skills, a self-starter with strategic mindset and strong executional abilities.
* Analytical mindset with the ability to assess performance and implement data-driven improvements.
* Willingness to travel domestically up to 30% (Valid driving license required).
* Passion for bikes; driven to make an impact for riders.
Preferred Qualifications/Experience
* University degree or diploma in a relevant field (engineering, mechanics, electronics, service business).
* Experience with service leveling or certification programs (e.g., Shimano S-Tec, SRAM Technical University).
* Project management certification (PMP, PMI, etc.).
* Background in adult education or training development.
* Familiarity with Confluence, Jira, Salesforce.
* Familiarity with CRM or service management tools.
* Multilingual is a plus (English, German, French).
Office Policy
* This role can be located in one of the following locations: Dorking UK, Arnhem NL, Holzkirchen DE, or Cham CH.
* In-office requirement: 3 days per week (Tues, Wed, Thurs).
Job Function
* Sales and Business Development
* Industries: Retail
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