Customer Experience Lead

Rapha’s mission is to inspire life by bike, and the business is focused on putting the customer first in every customer interaction.

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).

The candidate:

• 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

Working at Rapha 

We are continuously looking into ways to invest in our employees and build a better working culture and environment. Here are just some of the internal benefits we offer:

• Flexible working hours
• Support ad-hoc remote working during the week - Minimum 3 days in office
• Free barista coffee and social drinks in the office
• Monthly department social events and quarterly office social away days
• We offer a flexible riding benefit to allow you to go out riding on a Wednesday morning with colleagues or learn to cycle to cycling through our Getting Started Scheme
• We offer all our employees a 50% apparel discount and a discount for family and friends
• An annual clothing allowance
• Free membership to the Rapha Cycling Club
• Company Pension Scheme
• Enhanced Parental Leave and Pay