Customer Experience Manager, Rapha
Maternity Cover
Office located in Archway, London
Cycling apparel brand
Job no longer available
Cycling apparel brand
201-500 employees
Job no longer available
Office located in Archway, London
201-500 employees
Company mission
To inspire the world to live life by bike.
Role
Who you are
- Passionate about elevating customer experience within the Lifestyle or Outdoor Sports space, with an affinity to Rapha’s purpose
- Proven experience within the omnichannel CX space influencing technology innovation, specifically automation and personalisation
- A self-led and motivated individual capable of independent decision making, time and project management, and challenging the norms
- Attention to detail with strong communication and copywriting skills
What the job involves
- Our Customer Service team plays a critical role in making the Rapha community feel valued and listened to, whilst delivering exceptional service at every touchpoint and interaction
- Reporting to the Head of Customer Service, the maternity cover for our recently created Customer Experience Manager role will continue to elevate the entire end-to-end customer experience across all omnichannel touch points
- Driving loyalty and ensuring a seamless, consistent and industry leading experience
- Develop the customer experience strategy with a clear roadmap with achievable, and prioritised, milestones
- Embed the Rapha Customer Experience in the company culture and consistently advocate for putting the customer at the heart of all that we do
- Evolve and manage all reactive social media channels
- Create a clienteling strategy that rewards our best customers with exceptional service
- Continuously develop the knowledge base to drive self-serve performance
- Ensure customer expectations are managed proactively across the end-to-end customer journey
- Map and align all of our physical touch points (email/phone/messaging/brand presence/POS/events) across all channels
- Training & Performance:
- Streamline and facilitate Rapha’s Training programmes to ensure customers receive a consistent, and transparent, service across all channels
- Manage the onboarding process and induction journey for all Retail & CS teams
- Create and manage bi-weekly internal newsletter to drive product knowledge and service standards across Retail, CS and Wholesale
- Map SLA’s, CSat, NPS to establish retail and CS team performance in line with peer benchmarks
- Manage projects through to completion based on the roadmap timeframes
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, as well as the women’s UCI WorldTour team CANYON//SRAM, Rapha has worked to align itself with the best names in 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 it has also faced lulls. Despite this, the company remains positive, and says it has made moves - such as company restructuring - that put it in a position to unlock its next phase of growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
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 HQ
Archway, London, UK
Leadership
Simon Mottram
(Founder & Director)Previously Brand Marketing Consultant at various companies, including Interbrand, Sapient, Circus and Fourth Room.
Fran Millar
(CEO)Previously CEO at Belstaff, INEOS Hygienics and INEOS Grenadiers Cycling Team.
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