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Title: Concession Manager - Chertsey

Job Location: Chertsey, UK

Reports to: Head of Customer Experience

Salary: £31,500 per annum

Job Type: Full Time

Contract Type: Fixed Term Contract Initial 6 months

Working Pattern: Flexible, 5 days per week (worked across a 7-day operation). Your working days will vary each week and will include a combination of weekdays and weekends, depending on business needs.

ABOUT RIBBLE

Ribble Cycles is the UK’s leading premium bike brand with a heritage of innovation, performance, and design excellence. We engineer and manufacture world-class bicycles in the UK, delivering cutting-edge technology and superior craftsmanship to passionate riders globally. Working at Ribble means joining a team that lives and breathes bikes. We create products for real riders and how they ride, shaped by British roads, weather and grit. As the original outlier, our heritage runs deep, but our focus is always looking ahead. Our purpose is simple: to inspire more riders and more adventures.

THE ROLE

This is your chance to shape the customer experience for one of the UK’s most exciting cycling brands. If you’re a natural leader with a passion for people and performance, we want you on our team.

As a Ribble Manager, you’ll lead your team in setting the standard for service, sales and brand experience. You’ll inspire your team, engage riders at every level and turn interest into action. From those who know exactly what they want to riders chasing their next performance build or discovering Ribble for the first time, you’ll guide every decision with expert advice and a rider-first approach.

You will coordinate daily operations, and make sure every interaction feels unmistakably Ribble. From pre-purchase advice to post-purchase support, you will handle escalations, drive service recovery and keep the experience seamless.

During quieter periods, you will ensure the team supports digital service through email and customer call-backs, helping maintain a responsive and consistent experience. You will track CSAT and SLA performance, share insights with HQ and build relationships with local cycling clubs, businesses and the host retailer to grow awareness of the Ribble brand.

KEY RESPONSIBILITIES

• Lead, motivate and develop a team to deliver outstanding service and achieve sales targets.
• Manage daily operations, staffing and scheduling to ensure readiness and operational excellence.
• Drive sales performance and ensure every customer receives expert advice and a premium experience from first contact to handover.
• Oversee in-store collections and handovers, maintaining high presentation standards and a seamless journey.
• Support customers with aftersales enquiries, escalating complex cases to the Customer Experience team where required.
• Collaborate with the CS Manager to maintain service standards, tone of voice and resolution quality across all channels.
• Ensure the team supports digital service coverage via email and customer call-backs during quieter periods.
• Monitor CSAT and SLA performance, sharing insights and improvement opportunities with HQ.
• Build strong relationships with the host retailer, local cycling clubs, businesses and organisations to grow awareness of the Ribble brand.

Key Performance Indicators

• Concession sales performance and conversion rate.
• Average order value.
• Customer Satisfaction (CSAT) scores.
• Brand presentation standards.
• Staff engagement, development and retention.
• Local community and host retailer engagement.

ABOUT YOU

Essential skills and experience

• Proven experience in retail management with a track record of driving sales and service excellence.
• Strong leadership and people-development skills, with the ability to coach and inspire a high-performing team.
• Excellent customer service and communication skills, both in person and digitally.
• Confidence in decision-making and resolving customer issues independently.
• Organised, proactive and detail-focused, with the ability to balance commercial and customer priorities.
  Desirable skills and experience
• Strong technical understanding of bikes and components across multiple disciplines.
• Experience using CRM, ticketing or digital retail platforms such as Freshdesk or Shopify.
• Understanding of customer satisfaction and performance metrics including CSAT and SLA.
• Experience working with external service or retail partners.

BENEFITS

• 33 days holiday including bank holidays
• 40% colleague discount
• 10% Friends & Family discount
• Cycle to Work scheme
• Pension scheme
• Company sick pay
• Enhanced maternity and paternity pay
• Employee Assistance Programme (EAP) – access to free, independent and confidential support, including 24/7 counselling and virtual GP services
• Monthly recognition scheme
• Cycling industry discounts and perks

HOW TO APPLY

If this sounds like the role for you we’d love to hear from you. Please send us your CV and a short covering letter to Jobs At Ribble telling us a bit about your experience and why you are interested in joining the Ribble team.

We're committed to creating a workplace where everyone is treated with fairness and respect. We welcome applications from all suitably qualified candidates, regardless of gender identity or expression, ethnic origin, nationality, religion or belief, age, sexual orientation, disability or any other protected characteristic. We recruit and develop our people based on merit, skills and potential.

If you require any reasonable adjustments during the recruitment process, please let us know and we'll be happy to support you.