Chief Commercial Officer (CCO)

Do you want to turn the world of cycling upside down by growing Swapfiets into the world’s #1 brand in micro mobility?

Swapfiets is the world’s first ‘bicycle as a service’ company. Founded in 2014 in the Netherlands, the scale-up quickly became one of the leading micro mobility providers in Europe with a total of over 265.000 members in the Netherlands, Germany, Belgium, Denmark, France, Italy, Spain, Austria and the UK. Swapfiets currently operates 55 stores and 20 warehouses/hubs in 9 countries. With a revenue between €50m-75m, Swapfiets was named one of the 10 fastest growing companies in Europe by Financial Times.

The concept of Swapfiets is quite simple: For a monthly subscription fee, Swapfiets members receive a fully functional (e-)bicycle with a distinctive blue front tire for their own use. If needed, a repair service is available within 48 hours to repair or directly swap the two-wheeler at no additional cost.

We are looking for a CCO to continue the growth of the company in Europe and beyond.

As CCO, you are part of the Management Team and you are responsible for the overall revenue, customer experience, marketing, PR & communication, B2B, retail and international expansion. You report directly to the CEO. The role is based at Swapfiets HQ in Amsterdam.

Your goal

Your ultimate goal is to acquire and engage members for a lifetime, by building an engaging brand to drive customer lifetime value. Your focus is on acquisition and retention and you are responsible for making a good operating commercial model through the website, the app and the stores. E-bikes are incredibly important in the next phase of our growth.

You are an inspirational leader with an energetic personality and excellent communication skills. You can motivate and create movement in the organization. You drive the company’s plans on exponential revenue growth, (B2B & B2C), customer experience, branding, (digital) marketing, PR & communication, pricing strategies and retail. You work very closely with the COO in the handover of responsibilities and your actions lead to higher volume and value. Our service is our unique selling point and you make sure that every customer touchpoint is consistent according to our brand values.

You are a natural leader who can effortlessly hire, build and lead teams in an international environment. In this role you will set the commercial growth strategy of the organisation, build/manage high performing teams and come up with creative solutions to reach our ambitious goals.

Your responsibilities

• You develop and lead the commercial strategy that delivers on our long-term sustainable growth ambition, which will be in line with the overall Swapfiets strategy;
• You are overall responsible for the revenue across all markets and you deliver on the commercial targets in conjunction with our general managers. You are fully responsible for the marketing, B2B and customer experiences spend;
• You develop the long term health of the brand and execute creative marketing campaigns that further develops our unique brand proposition and the impact of our Blue Tire;
• You are responsible for optimizing all value propositions in the markets Swapfiets operates in;
• You build and lead the Consumer Direct Team. The team currently consists of 29 professionals in B2B/Partnerships, Acquisition & Retention, Marketing, PR & communications, Retail and International expansion and approximately 120 people in our ‘Swapdesk’ customer support team;
• You are responsible for the full customer journey in terms of attracting, converting and retaining customers to deliver on customer lifetime value goals;
• You develop the right retail experience & customer service strategy to our members;
• You are responsible for the Swapdesk – our customer service team to provide awesome service to our customers;
• You develop a member acquisition & retention strategy which can be implemented in the countries we operate in;
• You are responsible for a long term solid PR & internal/external communications strategy;
• You lead the development of the B2B offering & drive it’s commercial success to one of the key pillars of future growth;
• Apart from hiring, coaching and developing the team, you establish structure in the ways of working and you will be the visionary commercial leader that inspires others to go the extra mile. You work in a matrix environment with functional leaders and local General Managers to develop and execute plans on a global scale with local relevance;

Job requirements

Your profile

You are an excellent communicator and relationship builder with a keen interest for coaching people and managing partners at all levels of the organization and in different cultures. You bring a humble personality with a growth mindset. You are very self-aware and low on ego. Next to this you bring:

• You have a proven track record fast paced international organizations and/or private equity/venture capital backed scale-up companies
• Strong affinity in commerce/marketplace/brand/service propositions with in-depth knowledge of a digitally led ‘direct-to-consumer’ proposition;
• Experienced in (digital) brand building and mobile advertising strategies;
• Successful track-record in driving exponential revenue growth in a digital focused international environment;
• Deep understanding on mapping and optimising customer journeys and delivering awesome customer service to maximise customer lifetime value;
• Experience in international retail and you understand the cultural differences;
• Experience in creating and executing data-driven customer acquisition strategies;
• Natural in building long term relations with B2B customers and marketing partners;
• Experience in scaling international B2C organisations where technology was a proven accelerator for growth;
• University degree or academic working / thinking level with 12+ years of international business experience, including in a leadership function;
• Strong leadership, strategic thinking and a proven track record of driving commercial growth;
• Ability to develop and maintain effective relationships and communication within the management team, the supervisory board and external parties;
• Strong presentation skills and the capability to inspire people to go the extra mile;
• A hands-on, team player who can deal with a lot of freedom and give the team space to create innovative frameworks so that results are achieved.
• You are willing to travel a significant amount of your time to visit the stores across Europe.

What Swapfiets offers you

• Your own Swapfiets (lend-lease) 🚲!
• 32 vacation days (that’s right, next to 25 vacation days you can use your 7 Swap days as you please)
• A solid pension plan and a discount on your health insurance
• MacBook or a Windows laptop (what you prefer)
• Lots of responsibility, challenging work, and friendly colleagues
• Mobility allowance (if you live more than 11 km away from the office, otherwise you’ll just use your Swapfiets, right..?)
• Delicious lunch at the office for a small contribution
• Onefit for Business arrangement (to promote your healthy lifestyle!)
• Learning programs developed by our L&D department
• One day off per year to do voluntary work paid by Swapfiets
• Flexibility in working from home/ at our brand new office at the Molukkenstraat.

Procedure

Do you have any questions before applying, get in touch with our Head of Talent Acquisition a.i. valerie.ducobu@swapfiets.com or +31(6)12059882. We are not interested in working together with recruitment agencies. Any acquisition based on this job description is not appreciated.