Owner Experience Manager
A vital role in an exciting new category for Dyson responsible for developing sales, service and support streams. They will work closely with Group Commercial, Engineering and the Programme Management function to develop strategy and operation while aligning with the Dyson global brand and direction. What do they think?
The Owner Experience Manager will always have the questions below in the forefront of their minds when making decisions:
How will this product succeed in market through sales, service and support infrastructure?
How will consumers interact with the product and with Dyson?
It has remained Dyson’s ambition to solve the problem of vehicle pollution for nearly 30 years. In March 1990 a team at Dyson began work on a cyclonic filter that could be fitted on a vehicle’s exhaust system to trap diesel particulates. Nobody at the time was interested in employing it and we stopped the project.
Now we finally have the opportunity to bring all our technologies together into a single product. Rather than filtering emissions at the exhaust pipe, today we have the ability to solve it at the source. We’ve begun work on a battery electric vehicle, due to launch in 2020.
Bringing brand new technology to life – and to the world – requires inventive marketing. Clarity of message. Vast reach. Constantly engaging in more innovative ways
The role takes ownership of the owner experience from sales and servicing to support in market.
Within the development phases of the project the Owner Experience Manager will assess the owner experience and develop strategy to:
- Develop how we sell the product and deliver it to the customer.
- Align closely with Dyson’s existing retail and online infrastructure
- Work closely with the Product Management team and Engineering to ensure that product specification will enable us to deliver the product to the customer (e.g. warranty and part replacement)
- Develop owner support in market including helplines, E-call, B-call and recovery, warranty, spare parts supply and Technical Support
- Develop owner engagement
- Develop process and governance framework
The Owner Experience Manager will also have responsibility for project delivery so will be required to:
- Work closely with the Programme Management team to ensure that decisions are made at the right time and projects follow the correct process and governance framework.
- Identify opportunities to grow and expand team in execution phase
Educated to degree level or equivalent in business or marketing with excellent communication and planning skills.
This exciting opportunity requires someone who is willing to take on a large new challenge with energy and enthusiasm. Utilising your experience with an OEM, in automotive sales and servicing or within a customer care and technical service environment you will take pride in delivering excellent owner experience and continually striving to exceed expectations. You'll have experience in automotive sales and servicing in both planning and delivery, you'll have built relationships with stakeholders to deliver in a fast paced, changeable and demanding environment, ideally with a global view. You'll be self-motivated and thrive when resolving challenging situations and be able to demonstrate strong planning and resource management skills.
This is an exciting time to be joining an organisation led by innovation and challenging the conventional so if you feel that you have the knowledge, experience and importantly the drive and enthusiasm to help shape the future of Dyson we look forward to hearing from you.
Dyson monitors the market to ensure competitive salaries and pension contributions. Beyond that, you’ll also enjoy a profit-related bonus, generous leave and life insurance. But financial benefits are only the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, flexible working hours, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to creativity, innovation and ambition.