Dawn Spring

About Dawn Spring

Driving Transformation with the Customer at the CoreLeading complex service evolutions that elevate customer experience, drive loyalty, and strengthen financial performance is what I do best as a customer experience executive. My speciality is transforming complex service ecosystems and teams into high-performing, customer-centric operations that reduce costs and scale with growth. As SVP of global member support at Peloton, I was brought in to address inefficiencies across a bloated support organization. Within 12 months, I rebuilt the team, implemented Salesforce across 6 international markets, integrated AI to reduce handle times, and cut contact volume in half. Member satisfaction scores rose 20%, and reduced operational spend—all without compromising service quality or continuity.My Passion: People, Process & PurposeOver two decades, I\'ve transformed customer experience functions across iconic global brands in luxury retail, fitness tech, and healthcare, spanning multiple contact centers to 500+ team members and $100M+ in P&L oversight. Whether scaling for growth or rebuilding, I align people, systems, and strategy around the most vital voice: the customer.My Value: Strategy in Action• Reduced operating costs while enhancing service quality through strategic partnership consolidation and team rebuild. • Migrated 6 global markets to a new CRM platform in under 90 days with zero downtime.• Drove down contact volumes down through better training, tooling, and first-call resolution.• Raised member satisfaction score from 3.59 to 4.3 in one year.• Cultivated cultures of performance to reduce inefficiencies and generate significant cost savings.Board Director ReadinessThroughout my career, I’ve contributed to board-level reporting and governance activities, including oversight of capital expenditures, CRM platform migrations, vendor assessments, and succession planning. I\'ve also presented directly to the board and played an active role in audit reviews and strategic planning.I bring a customer-first lens to boardroom conversations, emphasizing stakeholder experience, cultural alignment, and long-term value creation.Let\'s ConnectIf you\'re an organization or start-up seeking to modernize or scale customer experience—or a board looking for a member who will advise with insight and support with integrity—I\'d love to discuss. Please reach out.

Experience

1. SVP Global Member Support

   Peloton Interactive

   Jun 2023 — Present · Plano, TX, US

   Leading the Global Member Support Team.

Education

• Seton Hall University

  Masters, Finance

  1993 — 1998

• Seton Hall University

  BS, Finance

  1988 — 1992

Skills

• Project Management
• Luxury Goods
• Retail
• Business Strategy
• Marketing
• Management Consulting
• Management
• Team Building
• Sales Management
• Business Process Improvement
• Forecasting
• Business Analysis
• Budgets
• Finance
• Analysis
• Procurement
• Supply Chain Management
• Merchandising
• Vendor Management
• Strategic Planning
• Business Development
• Account Management
• Change Management
• Process Improvement
• Budget
• Integration
• Competitive Analysis
• Customer Experience
• Erp
• Start-Ups
• Sales Operations
• Performance Management
• Crm
• Customer Service
• Sales
• Project Planning
• Supply Chain
• Strategy
• E-Commerce
• Time Management