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?
• 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)