Retail Service Development Lead
13 days ago
Dorking
Retail Service Development Lead 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 HOW YOULL 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) Key Skills Chiller,Electronics Engineering,Key Account,Autocad,AutoCAD Drafting Employment Type : Full-Time Experience: years Vacancy: 1