VP CUSTOMER SERVICE & RETAIL (M/F/D)

We are a community open to everyone. One global team where everyone counts.

Join the Canyon team and work at the cutting edge of the bike industry, with a job as versatile and exciting as the bikes we develop. All in an open, international atmosphere where teamwork, collaboration, true innovation, and a dynamic workplace are all part of our everyday. Ready to ride with us?

THE ROLE

As Vice President of Customer Service & Retail you champion Canyon's consumer centricity across the organization. You constantly campaign continuous improvements of the customer journey from initial contact through to post-purchase, identifying key touchpoints and areas for improvement. You lead the Global Customer Service Team, our physical Retail presences (Canyon Factory Service locations), Authorized Service Partner Network and the immersive Technology ecosystem across such pillars.

YOUR JOB AS PART OF THE CANYON CREW

Customer Service:

1. Develop and implement a digital customer service strategy (e.g. AI, technology assist, automated workflows) aligned with the organization's overall goals and objectives.
2. Set clear trackable performance goals and key performance indicators (KPIs) for the customer service team to develop and train the team to provide best-in-class service.
3. Provide strategic guidance and direction to the team, ensuring alignment with the organization's vision and values.
4. Identify opportunities to improve the customer experience by analyzing customer feedback, survey data, and industry best practices.
5. Collaborate with cross-functional teams, such as product development, marketing, digital, operations, quality and comms to address customer pain points and drive customer-centric improvements.
6. Digitalize the Customer Service experience to enable best-in-class service and scalability.
7. Further develop strong partnerships with external partners (e.g. Outsourcing) to serve all global customers with the same high-quality standards and hold them accountable to deliver against set KPIs.

Retail and Service Partner Network:

1. Develop and implement Retail and Service partner strategies to serve customer needs and create favorable in-person touchpoints to enhance the direct-to-consumer experience.
2. Ensure best-in-class implementation, development and usage of digital tools to create immersive experiences at the point of own retail (Canyon Factory Services) and partner services (e.g. Experience Partner, Authorized Service Partner).
3. Establish unique Experience Partnerships presenting the Canyon Brand in an exciting and innovative retail environment.
4. Deliver the right Retail strategies to drive sales growth, profitability and customer satisfaction.
5. Align Retail and Service partner operations with the company's overall business objectives and ensure a digital first experience.
6. Ensure that all Retail partner, owned and partnerships, are equipped with the right digital tooling and inventory to serve customer needs.

HOW YOU BECOME PART OF THE RACE

1. Proven ability to lead and inspire teams and influence cross functional collaboration.
2. Deep desire to understand customer needs and an obsession to improving their experience.
3. Proven track record to drive digitalization in customer service and/or retail, and building unique retail environments and strong partnerships.
4. Proven ability to build an external network of service and retail partners for consumer goods.
5. Familiarity with Customer Service management, and Outsourcing partners is a plus.
6. Extremely digital savvy; Familiarity with retail management software and other relevant tools.
7. Strong ability to analyze data and derive actionable insights.
8. Ability to manage multiple projects and initiatives simultaneously globally.
9. +10 years of experience in the Retail environment, master's degree in business administration, or similar.

HIGHLIGHTS ON YOUR CANYON TOUR

The Canyon Crew

In our global team, we combine energy and transparency and promote a feedback culture as well as Canyon events, along with inspiring crew rides. Welcome to a career that is more than just a job!

Unlock your passion for cycling with us! Enjoy exclusive discounts on bikes, gear, and apparel as part of our commitment to fueling your cycling journey.

Compensation

Experience a rewarding career with a competitive market-based salary, generous paid time off and we contribute to your private pension scheme as we care for your future. Your satisfaction is our priority as we build a thriving work environment together.

Working Model

Join us for a career that prioritizes life-work integration through flexible and hybrid work options. Experience a family-friendly environment where balance is not just a goal but a way of professional life.

Working Culture

Be part of our journey in creating an inclusive workplace where your voice matters. Join us and utilize our "speak up" platform to contribute to building a supportive and fair community. Your well-being is our highest priority and together with you we unlock the Canyon spirit.

Job Variety

Explore a diverse career path with us, where you can delve into various departments with operational, strategic, creative, or technical roles. Experience a wide range of job opportunities that consistently challenge and inspire you.

Impact

Embark on a career shaping the future of mobility in a global environment. Join us as we prioritize innovation, fun and sustainability, always putting our customers first, with the shared goal of building the best bikes for a forward-thinking world.

Job Location

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