Job Properties
  • Job Type
    Full-time Position
  • Category
    Media, Art & Design
  • Languages
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      July 23,2022
    • All-round Interview Preparation cover
    • Entrusting Package
    • JSS
    • VISA
    • IMG_6430
    • Career Consultation

    Customer Experience Manager

    Are you ready to combine your passion for an active lifestyle with your career in the cycling industry? Here at Specialized, we encourage everyone to explore different roles and jobs throughout your career. We greatly welcome your curious attitude, the desire to try new things and your eagerness to learn all aspects of our organization. Wherever you start within Specialized, you decide where you want to go. Whether you are interested in marketing, finance, sales, or an international assignment. Join us to improve the world with the power of cycling and at the same time build your dream career!

    The ambition of the Rider Engagement team at Specialized is to build a direct relationship with every Specialized rider to drive brand loyalty. The Customer Experience Manager, on our Rider Engagement team, is responsible for helping the organization learn from riders as they interact with our growing ecosystem of digital and physical touchpoints, and enable the business to make informed decisions to improve the rider experience.

    How you will make a difference

    • Partner with cross functional stakeholders to implement and optimize a worldwide survey program to track customer sentiment at all key touchpoints.
    • Lead a Voice of the Customer (VoC) program that provides the organization with actionable customer experience insights.
    • Apply strong business analytics skills to synthesize the voice of the rider, business goals, and industry trends.
    • Partner with stakeholders throughout the organization (e.g. Rider Care, Retail, Digital, Design, Product, Marketing, Sales) to share feedback and create action plans with accountability to address critical hot spots.
    • Create and maintain reporting and dashboards that synthesize organizational-wide view of customer feedback.
    • Own relationships with third-party customer experience tools and manage day to day tool operations, including identifying risks and break-fix processes.
    • Enforce quality management standards to ensure quality of work delivered meets or exceeds expectations and reflects best practices for survey coding and system integrations.
    • Support key channels by developing best practices, standardizing and administering Voice of Customer tactics to create unified view of customer opinion of brand.
    • Develop schedules, critical deliverables, budget, resource allocation plan and other support requirements for the program.
    • Facilitate cross-company communications on survey efforts.
    • Benchmark performance across industry and best in class feedback programs.
    • Understand the needs of the business. Develop a point of view on how and what tools we might need to gain a more complete view of the rider experience.
    • Align channel feedback program objectives across the entire ecosystem.

    What you need to win

    • Deep understanding of customer experience applications, the end-to-end consumer journey and relevant experience metrics (NPS, CSAT, etc.)
    • Storytelling skills.
    • Ability to communicate with data to drive change.
    • Professional experience with complex problem solving, data analysis, root cause analysis and incident management.
    • Experience with Salesforce and other CRM tools, ideally integrating these solutions with CX SaaS solutions.
    • Program implementation and management experience in customer experience related fields.
    • Experience programming survey projects using online platforms.

    Preferred Qualifications

    • BA/BS in marketing, business, statistics, mathematics or relevant liberal arts field.
    • 3+ years of experience in the CX Management Software Solutions and/or CX consulting space (Medallia, Qualtrics, etc.).
    • JIRA & Confluence knowledge a plus.

    What we offer
    You will be working in a passionate, dynamic, and multicultural team within an innovative and growing environment. You can look forward to a modern working space, lunch rides, gym, and many other team activities. Of course, we love to welcome you at our office in Arnhem to fully train you. Next to that we also offer the possibility for hybrid working if your job allows this.

    Open Positions from Specialized Bicycle Components
    Related positions