Rapha

Assistant Clubhouse Manager, Rapha London Rapha launched in 2004 to redefine cycling apparel. Today progressive design and storytelling has built a global movement. We love cycling in all its forms, from the city streets to the highest peaks. And we know its power to transform lives. Led by innovation, we embody this love through a dedication to the world's greatest sport, by setting a new standard in design and pushing the cutting edge of performance and human craft. Our Clubhouses Our clubhouses have been created as meeting places for riders around the world. Located in vibrant cycling cities, you'll find these spaces stocked with the latest Rapha products, limited edition Clubhouse items, and a café serving the finest coffee and food. The Clubhouses screen live racing, host exclusive exhibitions and events, and are at the heart of our communities. The perfect home for the vibrant culture of cycling and for inspiring a life by bike. Our Clubhouses offer the ultimate Rapha experience. We are looking for an Assistant Clubhouse Manager to lead the team in the efficient running of the Clubhouse, in order to achieve operational and commercial success. A seasoned retailer and a natural leader, you know what it takes to create a world class customer experience, bringing the Rapha brand to life. The Assistant Manager will help build and develop a highly skilled and high achieving team that can cope with the pressures and demands of the complete Rapha experience. Strong commercial awareness skills are vital, as is building relationships with the Regional and Central teams to ensure the Clubhouse's continued success. With energy and a strong desire to engage in the local cycling community, ride with customers, and build relationships, you will help create a store environment that flourishes. The Role: Lead and manage a high performing Clubhouse team in line with brand strategies and drive an inspirational customer experience. Ensure every guest receives a world class experience that embodies the best of Rapha and is aligned with our values. Support the Clubhouse General Manager in owning Rapha in London - Create a community around the Clubhouse, make decisions, and take action to grow the cycling culture and deliver Rapha's business goals. Leverage business insights and product performance to identify commercial and community opportunities. Ensure all policies and procedures are followed and minimise any losses to the business with meticulous attention to detail. Work with Merchandising & VM Teams to highlight the best product selection while maintaining high standards. Coach & develop teams to embody Rapha's behaviours and values. Cascade communications to all members of the store team and lead by example. Be a Rapha ambassador, seen as a role model who brings Rapha's core values to life The Candidate Candidates may possess the following skills. We're open to a wide variety of backgrounds and skill sets that may fulfil the requirements in a similar way. 2+ years experience in a retail management role. Passion for delivering world class customer experiences and being present on the sales floor. Proven track record of delivering results and exceeding expectations. An understanding of food & beverage retailing (experience in café operations is a plus) Excellent planning and organisational skills, and meticulous attention to detail. Ability to demonstrate excellent leadership and people management skills. Enthusiastic about community and relationship building in the cycling scene. Ability to network, recruit, train, and develop talent. Creativity to host memorable events that bring Rapha's experience to life. Strong verbal and written communication skills. Ability to be flexible and agile to meet business needs. Entrepreneurial spirit with a track record of delivering results. Comfortable working in a fast paced, autonomous environment. 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 An employee bonus scheme with the opportunity to earn up to 5% of your annual salary Free membership to the Rapha Cycling Club Bike racing expenses up to £35 per race entry Team ride days Mental health support with MyndUp Industry discounts on brands such as Patagonia, Osprey, Finisterre, Wahoo Company Pension Scheme Enhanced Parental Leave

A leading cycling apparel company is seeking a Community Support Team Lead to manage their in-house team and enhance customer interactions. The ideal candidate will have prior experience in customer service, proficiency in tools like Dixa and Zendesk, and embody the company's values. This role requires a comfortable approach to remote work, with expectations to ensure quality in customer interactions. The position includes a blend of office and remote work, contributing to a positive team culture.

Rapha launched in 2004 to redefine cycling apparel. Today progressive design and storytelling has built a global movement. We love cycling in all its forms, from the city streets to the highest peaks. And we know its power to transform lives. Led by innovation, we embody this love through a dedication to the world's greatest sport, by setting a new standard in design and pushing the cutting edge of performance and human craft. The Community Support Team Lead will contribute to this mission by providing hands on day to day management for our in house team, working alongside our Operations & QA/Training function to drive performance through quality and productivity improvements. We are looking for someone with a people first approach, who has good experience in working with remote teams and understands how to build team engagement through consistently positive communication and engaging feedback delivery. We have a hybrid team so require this person to have good experience working with outsourced teams, and the critical ability to use quick decision making to manage our channels and queues in real time. Important Info: We are looking for people within commutable distance to London, comfortable visiting the office 1-2 days a month, with a working pattern that will include some weekend days and shifts will be between 8am-8pm. Training will be initially in person for at least a week in London w/c 9th March, please ensure you are able to cover this travel and accommodation cost as required. We are accepting applications until Wednesday 11th February. Responsible for: Owning customer contacts via our case management tool Dixa and handling these with a focus on consistent quality in response - this will include email, chat and phone interactions Offering enhanced tailored and brand focused service to customers and the RCC members using the Rapha tone of voice Leading by example to the wider team (including our outsourced partners) and proactively provide feedback and continuous improvement opportunities Ensuring we focus on surprise & delight moments for our customers - going that extra mile to turn an interaction around positively Working alongside the Operations team to ensure swift root cause analysis of customer friction drivers for returns, refunds and logistics Be the subject matter expert across key points of contact, including repairs and our wide product offering Responding to Trustpilot & Google reviews in a personalised way ensuring prospective customers are confident in Rapha's commitment to its customers What's Required for the Role Have good experience in a Customer Support/Service role in a similar business, including using Dixa, Zendesk or similar ticketing systems, and Admin tools Be comfortable and productive working from home Truly embody the Rapha company values and reflect these during interactions with our customers Be flexible and agile with business needs - we are going through a period of transition and that at times means being comfortable with ambiguity and lots of change Have strong written and verbal English skills, with positive communication and a willingness to give and receive feedback Be able to demonstrate proactive and consistently helpful communication, whether with a colleague or customers Be comfortable with suggesting change, including with automation suggestions to reduce manual tasks 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: 25 days annual leave 2 additional days paid time off to participate in a sportive or similar related cycling event A flexible riding benefit to allow you to go out riding on a Wednesday morning with colleagues or learn to cycle through our Getting Started Scheme An annual clothing allowance of £1,200 for testing and promotional purpose A company bonus scheme A health cash plan provided by Healthshield worth up to £1,405 per year Mental health support with MyndUp Bike racing expenses up to £35 per race entry A 50% staff discount and a discount for family and friends Industry discounts on brands such as Patagonia, Osprey, Finisterre, Wahoo Free membership to the Rapha Cycling Club Cycle2Work scheme Company Pension Scheme Enhanced Parental Leave and Pay