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Owner Experience Executive

Summary

Salary
€Confidential
Team
Customer Service
Location
Paris - France

Description

Dyson is a global technology company with a unique philosophy - to solve problems that others ignore. It transforms every category it enters with radical and iconic re-inventions that work, perform and look very different.

Three years ago 80% of Dyson’s business was full-sized vacuum cleaners. Today, its digital motor powered cordless vacuums, robots, Airblade hand dryers, bladeless fans, humidifiers, purifiers and heaters are powering its growth in 75 countries around the world. 2015 saw the addition of Jake Dyson Light to the portfolio, and in April 2016 Dyson took its biggest leap yet, revolutionising the world of health and personal care with the launch of the Dyson Supersonic™ Hairdryer.

Dyson is rapidly expanding; in its new and core categories, and across all of its global markets. The next four years are going to be Dyson’s biggest and busiest yet. By 2020, there will be 100 new machines, 4 new product portfolios and Dyson’s headcount will have doubled. With this pace of growth, these ambitious plans, and the complexities of global expansion, it is natural that Dyson is now thinking about the best ways to organise itself and manage its exciting new product ranges to best effect.

Dyson’s culture is unique; dynamic, inventive, technology-obsessed and decidedly un-corporate. The mindset is geared to constant change and Dyson’s pace brings constant challenge. It’s not easy or comfortable, but it’s this way of working that drives performance. Dyson suits people with the courage and resilience to find their own way, spotting opportunities where others don’t, and having the self-belief to persevere where others give up. “Good enough” isn’t good enough. Experiences are more important than experience. And attitude counts as much as aptitude.



Purpose of the Role
Part of the France Direct & Owner Experience team, the Owner Experience (OE) Executive is responsible for ensuring best in class experience of Dyson Owners and future Owners across all physical touchpoints he or she is in charge of: retailers, pop-stores in malls, direct stores (currently one in Paris but more to come in 2020)

Accountabilities

Map the customer journey across the touchpoints and identify opportunities to improve owner experience or knowledge for Dyson

Build joint business plans to set win-win deals with retailers to set the standards of the Dyson experience > information collected – specific OE level depending the format (Shop-in-shop) – data sharing/co-branding campaigns…

“Digitize” touchpoints to collect information regarding owners or prospects: get along with current providers & processes and make them evolve

Recommend services that make sense for Owners and lead their design, test/feasibility & roll out

Ensure training materials towards teams in charge of client facing to deliver the proper experience designed by the group

Be the ambassador of the OE towards the different stakeholders: demo experts, sales, digital, categories…

Support category teams to integrate OE strategy in business focuses: Floor Care, Personal Care & Environmental Care

Define the right KPIs of success for your projects and build your own reports to follow them and communicate internally

Manage your projects as a whole, including budget impact


Main KPIs

Quality of the experience via NPS evolution

Volume of identified and contactable Dyson owners: an owner who has registered his/her machine and is commercial option


Skills

3-5 years’ experience

Previous experience in project management, in digital and/or retail

Ability to convince / onboard stakeholders and make presentations in front of different audiences

Analytical mindset: prove your point with figures / key facts… more than intuition!

Strong skills in  power point & excel

Good collaboration and relationship-building skills — with the ability to develop strong working relationships across stakeholders both inside and outside Dyson.

Flexible, with a strong ability  to evolve in a fast changing environment (projects, priorities and resources)

Autonomous & detail oriented


Benefits

€ Confidential