Fan Success Lead (D2C) – Le Chable, Switzerland

Ensure all contact with Faction and our other brands exceeds our Fans’ (end-consumers) expectations.

Your primary role is to make sure all Faction’s Fans are stoked and have a great experience, reducing any friction between both parties.  You will be responsible for all Fan Success outside of North America, although there will be significant crossover between all regions due to the small dynamic team here at Faction.  You will be working closely with the ecommerce and sales teams.

You will manage our communication channels ensuring all of our Fans can communicate with Faction without any barriers.  Setting up processes and documenting these so that you can train new Fan Success team members; you will likely hire and manage an intern by the end of summer.

You will be happy working with new software, for example to help you with reporting or to automate any mundane tasks that do not require human interaction.

When you are interacting with our Fans it is imperative that you use your communication with them to find out what their needs are and pass this on to the product team so we can not only improve our skis, but also our website and processes; whether that is making it easier for them to decide which ski will suit them the best, or helping them find their local demo centre more easily.

Finally, you will also work with our Demo Events Organiser to ensure that our Fans have the best possible experience when visiting a demo event within Europe.


  • Fluent in French and English (German would be a plus)
  • 1+ years of outdoor sports industry experience
  • Comfortable using new technologies & software with little training
  • Solid excel skills (you should be very comfortable with lookups, sumifs and pivot tables)
  • A ‘startup’ mentality – things get done because you make them happen
  • To use all our product at the start of the season so you can help inform our customers on which is best for them
  • It would be unlikely that a candidate who is not an avid skier would fit the profile
  • Experience with Zendesk, or similar customer success software would be a plus

Perks include Faction product, an expectation to use that product on the mountains, and one of the nicest offices in the region.


We believe that people are demanding more from their products - their skis, their clothes, everything they use.  Not just marketing guff - quality craftsmanship, heart and soul we can relate to.  And sharing it all with friends.

From a few skis in a run of 190 pairs back then, today our skis, jackets and films have won over 100 awards and more importantly we are shipping 24,000 skis in 2017-18 for riders in 35 countries.  

Online, we work with personalities, with great stories and in doing so we hope to inspire everyone to get out and ride. We are obsessed with progression, making our products better each year, and so we invest in giving the best to our fans and retail partners.

As a result, our sales have grown an average of over 50% over the past five years.  We believe that buyers' appetite for quality continues to grow and are working to earn that kind of growth rate for years to come.  

We bring a commitment to growing our team both professionally and personally, as well.  For those of us creating this little company with ambitions to excite fans everywhere, it's a dream job.  It's also intense, with long hours on the road, in the workshop, online and on-snow.  We operate with an ethos of trust, being different, taking responsibility, and we respect the Collective. 

Other Opportunities

Send it

Dictator Series

Find Out More