Voice of the Customer Manager, Lime
+ Performance-Based Annual Bonus and Pre-IPO Equity
More information about location
Electric bike and scooter rentals
Job no longer available
Electric bike and scooter rentals
1001+ employees
Job no longer available
+ Performance-Based Annual Bonus and Pre-IPO Equity
More information about location
1001+ employees
Company mission
To build a future where transportation is shared, affordable and carbon-free.
Role
Who you are
- A successful candidate is just as obsessed about the customer experience as we are, and has a background building customer-first solutions
- You have outstanding business acumen, a restlessness to answer “why?” questions, and are passionate about using data to drive cross-functional decision making
- You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic
- You have experience working in an evolving startup environment. You will be an in the moment problem solver with the ability to think about the short term and long term plan
- You're energized about building and scaling and being part of a forward-thinking organization
- 5 - 7 years related work experience
- Proven experience in building a function from the ground up, including designing and implementing the program framework, metrics, and selecting appropriate tools and software to support program objectives
- Capability to think strategically about the program’s long-term goals while managing day-to-day operations
- Highly customer-centric and has an intuitive understanding of customer/client needs
- Demonstrated ability to use data and dive deep into operational details to creatively solve problems, find ways to improve, and track results
- Ability to navigate ambiguity and build trust, interact globally with all levels of the organization and able to effectively communicate and influence team members and/or partners across cultures
- Comfortable in juggling a wide range of responsibilities at the same time, meeting established deadlines
- Bonus: Start-up, Zendesk and Google Suite experience
What the job involves
- We are looking for someone who deeply cares about customer experience and is passionate about combining data and anecdotes to create compelling narratives that drive action and collaboration
- Lime is hiring a Voice of the Customer Manager to join our Customer Experience team
- In this role, you will report to the Head of Customer Experience and Knowledge Sharing
- You will own all VOC programs to help Limers embrace a Customer Obsessed culture
- You will collaborate closely with every department in Lime, starting with CX, Product and Operations, to empower everyone with clear and actionable insights to impact the rider experience
- Own the VOC program defining and managing to program KPIs and goals
- Elevate the customer's voice in key business strategic decisions by leveraging VOC data
- Define a rubric for how different types of feedback is handled across the business
- Engage with key stakeholders developing a comprehensive and engaging narrative and conducting regular reviews of insights and actions
- Provide a holistic view of the customer by synthesizing information from VOC, Customer Advisor Panels, research and external market data
- Make our customer experiences better by listening to their experiences and crafting opportunities to improve / address their concerns
- Ensure every cross functional partner understands the friction and pain-points of the customer journey
- Enhance and maintain visual representations of data to effectively track business metrics and draw attention to CX issues across different business units and segments
Salary benchmarks
Our take
In recent years, electric-powered mobility companies have attracted an extraordinary amount of interest and funding, in part due to rising eco-friendly sentiment, and in part because of the race to "find the next Uber". Lime is one such company, that has rapidly scaled across multiple geographies to be a key player in the fight for market leadership.
Lime, along with its competitors, has had to grapple with regulation in many of its target markets, but nonetheless has steadily increased its footprint. Since its launch, the company has facilitated millions of trips, making it one of the biggest companies of its kind. Interestingly, the CEO has stated that "cars are our true business rivals—not other scooter companies", suggesting that its biggest business challenge will be to get families to give up their second cars.
With a presence that spans an impressive number of regions - in 2023, Lime began operating in Qatar - the company has cemented itself in the micromobility market and stands to profit from the increasing popularity of these types of services. A substantial increase in ridership enabled Lime to achieve "free cash flow positivity" two years in a row, with suggestions it will pursue a US IPO in 2027.
Freddie
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2021
$523m
CONVERTIBLE
May 2020
$170m
SERIES E
Total funding: $1.5bn
Company benefits
- Disability insurance
- 401(k)
Company HQ
The East Cut, San Francisco, CA
Leadership
Toby
(Co-Founder & Board Advisor)Founder and CEO of ZERO&. Was a Marketing Manager at Pepsi for 6 years before doing an MBA at Berkeley. Moved into consulting and VC for 5 years before starting Lime.
Brad
(Co-Founder & Chairman)VP of Business Development at Tencent for 8 years. Managing Partner of a VC firm for 3 years, where he worked with Toby. Has an MBA from Berkeley.
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