Retail Service Development Lead
SUMMARY
* 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 and 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 and influencer capable of bringing multi-cultural teams together to drive change?
If you can answer “Yes” to these questions, we want to talk to you!
HOW YOU’LL MAKE A DIFFERENCE
1. Routinely benchmark brand service experience through personal store visits, surveys, and retail panel reviews.
2. Develop and implement a tiered service-level system for retailers, clearly defining store requirements, capabilities, and standards at each level.
3. Drive adoption of a globally aligned retail service education program, focusing on diagnostic training, service standards, and toolchain adherence, in collaboration with our internal 'Specialized University' team of content creators.
4. Create and manage an audit system to track retailer service performance, including mystery shops, checklists, and performance metrics, and regularly report KPIs to the team.
5. Identify, develop, and execute service-based revenue opportunities such as extended warranties, branded maintenance packages, or insurance products.
6. Partner with the Service Operations team to analyze current systems and tools, identifying opportunities for improvements and technical training.
7. Champion the service management and diagnostic needs of retailers and riders by submitting system or process requirements to our digital teams.
8. Collaborate with field service experts to update and align preventative maintenance plans ahead of new bike launches.
9. Work with sales, marketing, and product teams to ensure service initiatives align with broader business goals and customer experience standards.
WHAT YOU NEED TO WIN
* 5+ years of experience in the motor or bicycle industry, with a strong focus on service or business development.
* Proven experience in building or scaling service programs in a retail environment.
* Strong understanding of bicycle mechanics, shop operations, and customer service best practices.
* Project management experience or certification, including experience across countries or remote teams.
* Excellent interpersonal and influencing skills, self-starter with a 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 driver's license required).
* Passion for bikes and a drive 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.
* Experience with CRM or service management tools.
* Multilingual skills are a plus (English, German, French).
Office Policy
This role can be located in Dorking UK, Arnhem NL, Holzkirchen DE, or Cham CH.
In-office presence required 3 days per week (Tuesday, Wednesday, Thursday).
#J-18808-Ljbffr