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

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.

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

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.

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.

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.