About Goodyear
We’re dedicated to producing, innovating, and servicing the best tires in the world. For over 125 years, Goodyear has led the way in developing smart solutions that shape the future of mobility. Today, we’re one global team united by bold thinking, relentless drive, and a passion to exceed expectations. If you’re ready to embrace change and make an impact in your career, let’s go.
Why This Role Matters
As a Customer Success Specialist, you will play a key role in supporting Goodyear’s Share of Business (SOB) with indirect customers by building strong customer relationships and helping customers progress through the tiers of Goodyear’s Loyalty Platform.
You will engage directly with tire-buying professionals, including buyers and shop owners, rather than end consumers. Through proactive communication via phone, email, WhatsApp, and other digital channels, you will support both existing and new indirect customers, helping them maximize the value of the Goodyear Loyalty Platform and increase their engagement with Goodyear products.
Working closely with internal teams, distributors, and local organizations, you will contribute to customer retention, sell-out growth, customer satisfaction, and the development of indirect customer opportunities.
What You'll Do
- Drive customer engagement and loyalty: Own the onboarding and ongoing engagement of indirect customers on the Goodyear Loyalty Platform, proactively contacting customers through phone, email, WhatsApp, and other digital channels to increase participation, retention, and points usage.
- Manage customer data and platform activities: Maintain accurate customer information and activity in CRM and loyalty systems, monitor customer progress, identify opportunities, and report platform issues or bugs to IT while following through to resolution.
- Grow customer Share of Business: Analyze customer buying behavior, needs, and Share of Business to identify opportunities to increase Goodyear purchases and guide customers on the actions required to progress through the loyalty tiers.
- Promote Goodyear products and initiatives: Support sell-out growth by advocating Goodyear products and services through Full Service Distributors, delivering virtual product/service presentations, and actively promoting relevant marketing and loyalty campaigns.
- Develop the customer pipeline: Identify and engage new indirect customers through cold calling, email outreach, and marketing-generated leads, while managing opportunities to increase customer engagement and business potential.
- Support customer development: Identify opportunities to move customers from indirect to direct relationships and work with the Team Leader and local organization to evaluate and progress these opportunities.
- Build strong customer relationships: Deliver a positive customer experience through proactive follow-up, active listening, empathy, and effective virtual communication, while collaborating with internal teams and distributors to resolve customer needs.
What We're Looking For
- Education and relevant experience: Bachelor’s degree in Business, Marketing, Sales, or a related field, with previous experience in customer engagement, customer service, sales, telemarketing, teleselling, or a similar customer-facing environment. Experience in the aftermarket or tire industry is desirable.
- Customer and commercial mindset: Strong understanding of customer needs, buying behavior, Share of Business, and loyalty drivers, with the ability to identify opportunities that contribute to customer retention, increased Goodyear Share of Business, and customer engagement.
- Digital and CRM capabilities: Experience with account and contact management and CRM platforms such as Salesforce, with the ability to effectively use loyalty platforms, customer databases, mailing tools, and digital communication channels while maintaining accurate customer information.
- Data and performance orientation: Strong data fluency, including advanced Microsoft Excel skills, with the ability to analyze customer and business data, track performance, identify opportunities, and contribute to points usage and customer progression through the Loyalty Platform tier system.
- Communication and influencing skills: Excellent active listening, communication, empathy, and influencing skills, with the ability to build trusted relationships virtually, promote Goodyear products and initiatives, and contribute to customer satisfaction and NPS improvements.
- Ownership, resilience, and collaboration: A proactive and resilient approach, with the ability to work independently, manage priorities, take ownership of customer issues and opportunities, and collaborate effectively with internal teams and distributors to deliver measurable customer and business outcomes.
- Language and adaptability: English and an additional European language (minimum C1), relevant to the assigned market, with the ability to adapt communication to different customer profiles and cultures while consistently delivering against customer retention, engagement, tier progression, points usage, and satisfaction objectives.
We welcome applicants from a wide range of backgrounds and experiences. Even if you don't meet every listed qualification, we encourage you to apply.
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Goodyear is one of the world's largest tire companies. It employs about 63,000 people and manufactures its products in 48 facilities in 19 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry. For more information about Goodyear and its products, go to www.goodyear.com/corporate
Goodyear is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law.
