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Senior Director, Customer Experience (US)

Top Management

Senior-level customer experience and operations professional with 13+ years of management expertise. Proven track record in crafting strategic business initiatives and executing tactical projects with precision and efficiency. Highly skilled at leading operational teams and collaborating with diverse stakeholders to achieve impactful results. Confident and composed while navigating simultaneous initiatives and adapting to evolving priorities.

Responsible for ensuring the business is focused on the customer and driving solutions that improve customer confidence. The department includes over 25 employees and an additional outsourced customer service hub in Bogota, Colombia.

Directly responsible for customer service, technical support, supplier service relationships, the Showroom & Demo Center, authorized service partners, and brand experience partners. 
•	Key achievements:
o	Doubled service and warranty parts availability through collaboration with supply chain and purchasing departments.
o	Re-cooped 150% of returns costs through the launch of a new returns policy.
o	Increased customer service productivity by 80% by resolving resource and systems gaps.
o	Stabilized CSAT scores above 4 and reduced average laytime by half through stronger performance management and communication around customer excellence standards.
o	Secured a contract with a large, national service partner, bringing 190 third-party authorized service centers into the Canyon US ecosystem.
o	Led department through two simultaneous product recall crises impacting over 8,000 customers, which were effectively managed by just a task force of just 6 people.


Supported the company’s $140m growth over its first 7 years in business. Responsible for the operational execution of several entities within the Marketing Department, including but not limited to promotional events, regional market saturation, asset management, retail operations, authorized service partners, and strategic partnerships.
•	Launched a yearlong demo tour that traversed the states of California, Washington, Colorado, and Texas. All hiring, training, and planning were produced 6 weeks before the start.
•	Launched two new regional teams in the Bay Area and Los Angeles, which included the establishment of new staff, infrastructure, and strategic planning from the ground up.
•	Transitioned the Showroom retail space into a Demo Center operation, reshaping the identity of the space in form and function.
•	Acted as the key driver in department-wide promotional strategies and implementation of activations.
•	Led inter-department collaboration for creative design, customer journey strategies, campaign execution, and website communication.


Director of Marketing Operations (US)

We Are The Premier Purveyor of World Class Cycling Experiences.

BELGIAN WAFFLE RIDE
The most unique cycling event in the U.S. — the Canyon Belgian Waffle Ride (BWR) is the only Euro-style Spring Classic on American soil. The BWR has a cult following of fervent racers from cyclocross, road, and mountain biking. As a result, it has become known as much for its difficulty as it has for its celebratory atmosphere that pervades the event’s every funky facet. The BWR is 217 kilometers of suffering over sinuous, bone grinding roads fraught with arduous climbs, mud, and choking dust. Oh yeah, and 70 kilometers are in the dirt.  


PETER SAGAN GRAN ROADIE-OH
For the first time in Southern California, fans and avid cyclists will get the opportunity to hang out with, ride alongside or get a signed jersey from the most popular cyclist on the planet, Peter Sagan. The Southern California Sagan Fondo, the Gran Roadie-Oh version, will actually be a three-day collection of different ways to get to know Peter Sagan on the heels of his recording braking seventh Green Jersey victory at the Tour de France. The ride will feature a Friday Gala for Challenged Athletes Foundation (CAF) and Outride Foundation, a Saturday Sagan Fondo Expo and VIP event and the Gran Roadie-Oh on Sunday with three different distances for riders to choose from (50 km, 100 km and 150 km). The unique routes take riders through the hills and valleys of beautiful North County San Diego. Sagan is opting for the longest 150-km/93-mile route. 

•	Expo management: vendor sales, promotions, site operations, and overall logistics
•	Registration management: rider customer service, promotions
•	Sponsor management: sales, contract negotiation, contract implementation, client services
•	VIP experience and event planning
•	Volunteer recruitment and coordination
•	Fundraising for charity partner
•	Merchandise coordination: vendor sourcing, design, fulfillment
•	Digital and email promotion
•	Grass roots cross-promotion

Event Manager - Side Hustle

National Powersport Auctions is a nationwide company that has been serving the powersport industry since 1990. 

NPA works with all the biggest lenders, Harley-Davidson Financial Services, Synchrony, Honda Remarketing, GE Commercial Distribution Finance, Capital One and Sheffield Financial; a majority of the OEMS, Yamaha, Harley-Davidson, Suzuki, Kawasaki, Polaris, Honda, Ducati; and the nation's largest dealers and dealer groups.

Director of Marketing

GRACEDBYGRIT is a premium women’s fitness apparel brand that specializes in fabrics made for land and sea. The primary target market is women ages 13-50 who participate in sports such as stand up paddle boarding, yoga, running, crossfit, and other lifestyle oriented fitness activities. 
 
• Designed and deployed a custom influencer program based on the business strategies of the company.
• Developed processes for recruitment, evaluation, qualification and “on-boarding.”
• Managed the on-going application process, personal communication, and follow through of commitments. 
• Communicated with influencers on brand initiatives via social media and newsletters.
• Created and executed monthly incentive contests designed for product promotion and sales growth.
• Sought out complimentary brands to collaborate with and developed cross-promotional campaigns.
• Coordinated annual national retreat for influencers that included 3 days of works outs, excursions, and special events such as fashion shows, parties, product demos, etc.

Influencer Program Manager 

MPA Event Graphics produces large-scale event graphics for sports and lifestyle brands, marketing agencies, and endurance sports events. 

• Worked with customers to evaluate needs and determine best product solutions for their event marketing.  
• Provided project specifications, pricing, and determine timelines as customers get organized for the project.
• Managed pre-production deliverables, including: design direction, art requirements, timelines, approvals and billing.
• Worked with vendors and suppliers to maintain competitive pricing and develop custom quotes for new products or project requirements.
• Developed and deployed operational efficiencies such as new technology, streamlined business processes, and internal documentation.

Director of Operations

Competitor Group is a global services, media and event entertainment company dedicated to the active lifestyle industry. Amongst its portfolio, CGI owns and operates the Rock ‘n’ Roll Marathon Series. 
 
• Organized and executed a National event campaign to promote the Rock ‘n’ Roll Marathon series at other events around the country, which included coordination, logistics, and staffing.
• Managed the premier expo activation at each Rock ‘n’ Roll event that included building a two-story expo structure, creating various promotions for upcoming races, coordinating all partners and vendors involved, setting up onsite registration and technology to support it, managing staff, and customer service.

Manager, Rock n Roll Marathon National Promotions

ACTIVE Network is a technology platform that powers online event registration for sports events, outdoor activities, governments, schools, and universities. In addition, ACTIVE collaborates with brands to provide marketing and media services using its industry expertise and deep database of registrant data. 

• Oversaw and executed large scale promotional campaign that targeted 500 grassroots endurance races across the country.
• Managed a P&L of $1.7 million which included field staff, product, signage, and other operational costs. 
• Initiated and executed all deliverables such as inventory and shipping coordination, asset production, event communication, vendor management, client services, and digital marketing oversight.

PowerBar Program Manager (Contractor)

Find out detailed information about Jaclyn Mayer, Senior Director, Customer Experience (US) in Carlsbad, California

Jaclyn Mayer: Senior Director, Customer Experience (US) in Carlsbad, California

Jaclyn Mayer

Gies College of Business - University of Illinois Urbana-Champaign

Erasmus University Rotterdam