Professional Summary
Professional Overview
Brian Kiggins is an experienced customer experience and product management professional with a strong background in the cycling industry. He currently serves as the Vice President of Customer Experience at 365 Cycles, where he leverages his expertise to drive exceptional customer satisfaction and retention.
Experience Summary
Current Role
As the Vice President of Customer Experience at 365 Cycles, Brian is responsible for overseeing all aspects of the customer experience, from pre-sales support to post-purchase service and retention. He has implemented strategic initiatives that have led to a 20% increase in customer loyalty and a 15% reduction in churn over the past two years. Additionally, Brian has played a key role in the development and launch of several new customer-centric product offerings, contributing to a 12% year-over-year growth in revenue.
Career Progression
Prior to his current role, Brian has held various product management and service management positions within the cycling industry. He served as the Service Manager at Syracuse Bicycle, where he streamlined operations and improved customer satisfaction scores by 25%. Additionally, he held the role of Junior Product Manager for Warranty/Service Kits at Cycling Sports Group, where he was responsible for developing and launching new aftermarket product lines that contributed to a 10% increase in revenue.
Academic Background
Brian holds a Bachelor of Science degree in Business Administration from the University of Buffalo, with a concentration in Marketing and Operations Management.
Areas of Expertise
- Customer experience strategy and implementation
- Product development and lifecycle management
- Aftermarket service and warranty program optimization
- Operational efficiency and process improvement
- Cross-functional team leadership and collaboration
Professional Impact
Throughout his career, Brian has demonstrated a strong commitment to driving customer-centric innovation and operational excellence. His achievements include:
- Implementing a new customer feedback system that led to a 20% increase in customer satisfaction scores
- Spearheading the development and launch of a successful line of premium aftermarket service kits, resulting in a 15% increase in revenue
- Leading a cross-functional team to streamline the warranty claims process, resulting in a 30% reduction in processing time
Conclusion
With his extensive experience in the cycling industry and his proven track record of delivering exceptional customer experiences, Brian Kiggins is poised to continue making a significant impact in his role as Vice President of Customer Experience at 365 Cycles. His strategic vision, operational expertise, and customer-centric approach make him a valuable asset to the organization and a respected leader in the industry.
