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. 

 

About Specialized

Innovation has guided our every decision since 1974. As more riders of all ages get on the roads, trails, and streets than ever before, we’re here to do the best work of our lives to push the greatest human powered machine into the future each and every day. We’re a team of barrier-breakers, disrupters, and problem solvers. We’re committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere. Reach out – we’re here to help you build your career at Specialized.

We want to increase representation of all races, genders, and body types in the cycling industry and are committed to building a diverse and inclusive workforce where all people thrive. We encourage everyone – especially those from marginalized groups – to apply to our job postings and help us earn the position as the rider’s brand of choice. We are always looking for creative, innovative, and passionate people who are eager to contribute to our mission of pedalling the planet forward. Regardless of your qualifications, if you are ready to make a difference, please apply and let us know how you can make an impact at Specialized!

 

 

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