Customer Experience Lead, Rapha
3+ days a week in office ( Rapha Works, London)
Cycling apparel brand
Be an early applicant
Cycling apparel brand
201-500 employees
Be an early applicant
3+ days a week in office ( Rapha Works, London)
201-500 employees
Company mission
To inspire the world to live life by bike.
Role
Who you are
- At least 3 years of experience in a customer experience related role
- Demonstrates creativity, innovation and an ambitious growth mindset
- Is resilient and able to course correct dynamically with business demands
- Takes ownership of challenges, coming back with options and solutions not a critique
- Is aware of our customers’ complexities (regional/demographic segment) & adapts accordingly
- Strives for excellence and continuous improvement
- Acts with urgency; knowing that proactive customer communications are stronger than reactive
- Is accountable for results and transparent about progress and challenges
- Enables the wider team by listening, knowing that this is the most effective way to identify roadblocks
- Communicates to inspire curiosity and discussion and ensures information is digestible and concise
What the job involves
- To that end, the quality of experiences we deliver through our digital and physical estate are key to driving loyalty and retention, ensuring we deepen relationships with existing customers and inspire engagement with the new
- The overarching aim of the role is developing and implementing strategies to ensure our customers’ needs are met across a seamless operation, securing buy-in across for initiatives that deliver positive change for the customer experience journey (CEJ) at Rapha
- Reporting to our Head of Customer Service our customer operations strategy manager owns:
- Contact Channel & Self Service strategy (incorporating Automation)
- Our industry-leading Repairs operation, driving up NPS to our business KPIs
- Driving operational best practice 365 days a year, through peaks/troughs
- Cross functional/channel improvements and enhancements - i.e. working with Retail/Wholesale
- Continuous Improvement prioritisation, delegation and delivery
- Leveraging the latest available technology and methods to maximise customer satisfaction
- Day-to-day vendor relationship management with key partners in the cs operation, including but not limited to our BPO, CSaaS and Repairs vendors, to drive improvements
- Drive documentation and improvement of all SOP’s internally and with BPO
- Lead regular monthly coaching sessions at BPO on site (Exeter), guiding them through new product launches and process improvements
- Update, own and improve all support.rapha.cc materials
- Calibrate, guide, coach and support BPO with escalations to improve CSAT
- Success is measured by driving down costs, reduced customer fiction (contacts per order) and increasing CSAT & NPS where relevant (repairs)
- Support ad-hoc remote working during the week
Salary benchmarks
Our take
Rapha is a cycling apparel brand that aspires to create items of the highest possible quality by using advanced manufacturing techniques. Having been the clothing supplier to Team Sky between 2012-2016, as well as the women’s UCI WorldTour team CANYON//SRAM, Rapha has worked to align itself with the best names in sport. It also launched The Rapha Foundation which aims to fund NGOs that support the next generation of racers to succeed in the sport.
The company has seen a series of ups and downs as UK consumer interest in cycling rises and falls. For example, it was able to capitalise on peaks in the market generated first in the wake of the 2012 Olympics, as well as during the pandemic - though now it faces a lull as bike sales throughout 2022 fell to a two-decade low. Despite this, and despite undergoing a refinancing operation, the company remains positive, claiming that this transaction will "better position Rapha to unlock its next phase of growth” as it looks towards the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Access to a Global Employee Assistance Programme
- A variety of resources to support your mental health and wellbeing
- Monthly social events
- Quarterly team away days
- Regular talks and events organised by our Culture Club
- Generous annual leave rising with length of service
- Enhanced parental leave options
- Enhanced pension schemes
- Healthcare
- Lessons to build confidence, inspire and support those at the beginning of their cycling journey (you don't need your own bike to take part)
- Annual testing allowance so you can put our products through their paces
- Significant staff discount
- Flexible working - we just have core hours for collaboration and time with out teams
Company values
- LOVE THE SPORT - The relationships we build mean everything
- SUFFER - Your wildest ambitions are achievable
- INSPIRE OTHERS - Lead by example
- THINK FOR YOURSELF - Work on your weaknesses, share your strengths
Company HQ
Archway, London, UK
Articles
Leadership
Simon Mottram
(Chief Executive)Previously Brand Marketing Consultant at various companies, including Interbrand, Sapient, Circus and Fourth Room.
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