“Driving improvements in service maturity & revenue across our global retail network.”
Summary
This role is responsible for elevating the service experience at retail stores (owned & independently run) and for deploying new service products. Partnering with in-country retail specialists & account managers, you will develop practical ways to audit service quality at bike shops whilst creating initiatives to reward retailers that consistently deliver a premium service experience. You will roll out revenue-driving service products (such as extended warranty, service plans etc), whilst supporting proactive field service campaigns.
* Do you have service experience with electro-mechanical systems (e.g. automotive, ebikes)?
* Are you familiar with the technical support needs of retailers – specifically their warranty systems/claim tools?
* Do you have proven experience in rolling-out service education programs and tracking completion?
* Have you reduced field failure rates and customer downtime through proactive service campaigns?
* Have you been responsible for hitting revenue targets from the sale of service or warranty plans?
* Are you a natural communicator/influencer that can bring multi-cultural teams together to drive change?
If you were able to answer “Yes” to these questions, we want to talk to you!
How You’ll Make a Difference
* Routinely benchmark brand service experience through personal store visits, surveys & retail panel reviews.
* Develop and roll out a tiered service-level system for retailers - clearly defining store requirements, capabilities, and standards at each level.
* Drive adoption for 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.
* Regularly partner with the Service Operations team to create gap analyses against current state - identifying opportunities for improvements in systems, tools & technical training
* Champion the service management & diagnostic needs of retailers/riders by submitting system or process requirements to our digital teams.
* Partner with field service experts to update & align preventative maintenance plans ahead of new bike launches.
* Partner 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 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 etc.
* 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 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
* Multi lingual 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 3 days per week. (Tues, Wed, Thursday)