Customer Experience Loyalty Specialist - Motorcycles

Polaris Industries Minneapolis, MN
JOB SUMMARY:

The Customer Experience Specialist is a member of the Motorcycles team, working to grow loyalty and advocacy by leading efforts to engage, recognize and grow our owner base for Indian Motorcycle and Slingshot.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Owner Group Program Lead: Lead the day-to-day operations of Indian Motorcycle Rider Group (IMRG) and Club Slingshot

* Recruit for new chapters/local clubs working closely with Dealers/DRMs and passionate Owners

* Execute chapter/local club onboarding and ongoing support, ensuring they are set up for success and are activating at the local level in the spirit of the brand's intent

* Drive chapter/member renewal strategy and execution, growing membership and commitment

* Develop and execute member Welcome/Renewal Kits, maximizing the customer delight, connecting the experience to the dealer and driving efficiencies to deliver a sustainable model

* Manage owner group websites: optimize the experience for owners, ensuring the back-end is operating accurately and efficiently and connecting back to Polaris (e.g. into CRM)

o Responsibilities include ensuring internalization is done without disruption to the owners, officers and dealers

* Manage budget for owner activation (e.g. groups + content for email/magazines, owner events, owner support at brand events)

* Provide customer service for IMRG/Club SS with Dealers, Officers and escalated member issues; training and supporting our dedicated Customer Connection Team on day-to-day issues

* Track and Improve KPIs: # of Chapters/Local Clubs & Members (NA and Global), Membership Retention, Growth of new tiers (e.g. Associate, Hedstrom), CSAT (from members, officers, dealers), CES (from members, officers, dealers)

Relationship Building & Influence: Build relationships with dealers, officers and members; visible leader of IMRG and Club SS publicly.

* Day-to-day point for dealers, officers, members, DRMs, brand team, IM & CX for owner groups

* Drive engagement at the local level (best practice sharing and support for chapter/club rides/events). Goal is to influence local chapters/clubs to activate at the grassroots level with quality and frequency and influence dealers to support the local groups.

* Solve problems/de-escalate issues

* Develop and drive connection and collaboration with International to build one global IMRG

o Develop/co-develop assets with International in mind

o Share planning/execution with International

o Increase One IMRG approach (e.g. renewal process/execution, events, content)

Marketing: Lead and/or Support Owner Events, partnering with chapters, dealers and external partners where appropriate

* Plan and execute annual JD Ride for IMRG

* Plan and execute IMS activation for owners

* Plan and support chapter/local club regional activation strategy

* Plan and execute IMRG Flat Track activations

* Support additional owner events (e.g. Daytona, Sturgis, Town Takeovers, etc.)

Lead Communication/Activation to Dealers/Officers and Members

* Year One Launch of Club SS: drive member enrollment and activation

* Monthly & Quarterly Newsletters

* Quarterly Offers for Members

* Develop owner content/engagement for activation 2+ times/month

SKILLS & KNOWLEDGE

* Bachelor's degree is required

* 5+ years of related experience. Motorcycle industry experience preferred.

* Proven track record of relationship building, accountability and delivering results

* Agility and desire to learn: Able to flex when needed and not get stuck in the status quo – willing to learn, try new approaches and expand skill set.

* Courage: ability to hold ground with stakeholders (dealers, officers, members) with confidence in tough situations while demonstrating empathy and respect; de-escalate issues when needed Self-motivated, proactive, with the ability to make rapid adjustments in response to business needs.

* Highly collaborative, willing to work the matrix across functions and levels to achieve results.

* Excellent written, negotiation, presentation and verbal communication skills.

Location US - Minneapolis, MN Status Full-Time Education Requirements 4 Year Degree or Higher Preferred Years of Experience Required 4 Years Experience About this location This opportunity is located approximately 30 minutes from Minnesota's Twin Cities of Minneapolis and St. Paul. These neighboring cities consistently rank as two of the United States' top cities to live in. Minneapolis's thriving art scene, outdoor culture (even in the winter), affordable prices, and friendly atmosphere make this Midwest metropolis a perfect place to live. About Polaris Recognized as the leader in the powersports industry, Polaris Industries is a fast growing, innovative, global organization. The people here at Polaris don't just create products — they are part of a lifestyle. It's the passion & execution of those people and their ideas that inspires the innovation that runs through everything we do.

Polaris Industries Inc. (NYSE: PII) is a global powersports leader that has been fueling the passion of riders, workers and outdoor enthusiasts for more than 60 years. With annual 2017 sales of $5.4 billion, Polaris' innovative, high-quality product line-up includes the RANGER®, RZR® and Polaris GENERAL™ side-by-side off-road vehicles; the Sportsman® and Polaris ACE® all-terrain off-road vehicles; Indian Motorcycle® midsize and heavyweight motorcycles; Slingshot® moto-roadsters; and Polaris RMK®, INDY®, Switchback® and RUSH® snowmobiles. Polaris enhances the riding experience with parts, garments and accessories, along with a growing aftermarket portfolio, including Transamerican Auto Parts. Polaris' presence in adjacent markets globally includes military and commercial off-road vehicles, quadricycles, and electric vehicles. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe. Visit www.polaris.com for more information.

Polaris prides itself on recognizing and developing top talent to take its people and company to the next level. Competitive salary, generous benefits and a comprehensive relocation plan are just a few components of the total compensation package offered at Polaris. Are you ready to join a company where you will work hard and play hard, and be rewarded for your performance?

Polaris is an Equal Opportunity Employer - Click here to access our Affirmative Action Policy - and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law. EEO is the law: Click here to read more.