At Rapha, we want to make cycling the most important sport in the world, by transforming the lives of millions. We are on a mission to create the world’s greatest club through our Rapha Cycling Club (RCC).

1. Role Overview:

The Floor Lead will contribute to this mission by embodying Rapha’s values on the retail floor, delivering excellent customer service to Clubhouse customers, riders and members. They will work alongside the clubhouse manage to coach the team to deliver exceptional customer service and community experience. This role will deputise for the Clubhouse Manager where necessary, driving high standards of excellences across a team of Clubhouse Assistants.

2. Accountabilities (What the role delivers)

• Lead the team to engage, develop, and maintain deep relationships with all visitors, ensuring every customer finds what they are looking for through expert product knowledge and conversation.

• Support the Clubhouse Managers by overseeing shop floor priorities, assisting with staff schedules, and utilising best judgment to make critical decisions in the absence of senior leadership.

• Drive team development by providing real-time feedback on individual performance, celebrating successes, and coaching staff on Rapha values and product information.

• Additional areas of responsibilities, assigned by the manager within your Clubhouse. One area would be in addition to your Shop floor responsibilities.

  • VM Focused: Deliver the ultimate 'in-person' Rapha experience in the clubhouse by maintaining Visual Standards through checklists, implementing/analysing commercial moves, educating the team to take a proactive approach to VM and completing monthly visual reports.

  • Service Focused: Drive service standards through CLIP-IN steps of service and review of NPS survey results. Develop the team through monthly service focusses / coaching / team training activities / culture of feedback. Take new starters through the Induction Journey. Support manager with embedding the Rapha Behaviours.

  • Inventory Focused: Back of house operations is the engine room that makes the entire performance of our Clubhouses possible. Supporting the backbone of our Clubhouse through loss prevention reviews to protect the store's bottom line and receiving and maintaining an accurate stock level, supports the customer experience and ensures the product is there for the customer.

  • Cafe Focused: Responsible for creating a unforgettable Cafe experience for customers, riders and members, creating a space that keeps them coming back.

Skills required for the role

• Proven ability to lead by example, demonstrate flexibility in changing environments, and take initiative.

• Strong interpersonal skills with the ability to be approachable, engaging, and a positive brand ambassador.

• Experience of leading teams in a fast-paced retail environment with a track record of delivering commercial results and exceeding expectations.

• A passion for cycling and a desire to continuously learn and share technical knowledge regarding Rapha products and the sport.

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:

• 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

• United Healthcare Package for Medical, Dental & Vision (80% Rapha, 20% Individual) based on a minimum requirement of 30 hours per week

• Enhanced Parental Leave

• 401K Program

• Up to 2 additional days paid time off to participate in a sportive or similar related cycling event