Salary: Dependent on experience
Reports To: Brand and Experience Director
What we’re looking for
The role of Head of Customer Experience leads the holistic Customer Experience team and delivers the customer-first agenda throughout our business.
This is a senior position within the business, reporting directly into the Brand and Experience Director, and is part of the Senior Leadership Team of the business.
It is essential that the Head of Customer Experience not only identifies with but demonstrates our core values in every element of their work: ‘we care, we innovate, we achieve, as one’.
Key areas of responsibility
- Driving forward a new way of communicating to customers, working alongside Brand, Technology, Digital and CRM functions to improve the pre/post purchase journey.
- Operating the team within budget; identifying and driving efficiencies wherever possible including process reviews and recruitment.
- Build and develop strong cross-functional relationships to deliver Customer Experience improvements.
- Working alongside the Head of Operations and Head of Product to ensure aftersales processes and communications are seamless and supportive for our customers.
- Working with other teams to provide a brand-enhancing experience at point of dispatch, delivery and unboxing.
- Overseeing the Retail Customer Service function, driving forward any efficiencies identified through process and technology.
- Briefing into the creative team key learnings and insights to deliver content that is customer service enhancing including, product manuals, ‘how to’ videos, FAQs.
- Working alongside the Go In Store team to enhance customer experiences through digital journeys at pre-purchase e.g. Live Shop
- Tracking, reporting and being accountable for key performance measures including quantity of interactions, quality of interactions, type of interactions and reviews.
- Along with the Brand team develop all customer contact points, ensuring they are on brand and within the tone of voice framework.
- Strategically review innovative CX solutions, recommending to the Exec team any proposals which enhance our service and deliver best in class customer experiences.
- Develop and mentor the senior CS team to deliver this plan, and associated targets, as well as supporting their personal development plans, including upskilling on mechanical knowledge of bikes.
- Working alongside the Finance team to oversee and approve budgets for the team.
- Ensuring that all customer data managed through the team adheres to GDPR guidance and regulations.
- Working with the Operations team to resolve any interactions that need addressing from social media and Trust Pilot.
- Point of escalation for Team Leaders and supporting the resolution of complaints.
- Work closely with the retail team to implement a ‘one voice’ approach across all customer touchpoints.
Key Performance Metrics
- Reducing cancellations through analysis and cross-functional collaboration.
- Meet and exceed Trust Pilot targets.
- Achieving industry-leading metrics for First Contact Resolution and Customer Response times to ensure the most brand enhancing Customer Experience is achieved.
- Reduce Contacts per Transaction
- Maintain the Communication WIP (open customer contacts)
Essential skills and experience
- Proven experience of leading and managing Customer Experience and Aftersales teams
- Used to working with other departments such as Operations, Marketing, Product teams
- Solid understanding and proven adherence to the GDPR
- Experience working with CRM platforms and the latest CS technology platforms
- Analytical mind - you must care about the data and translate it into insight driven actions.
Desirable skills and experience
- A background in the cycling industry or understanding of the product/industry
- Experience working within a manufacturing industry or large cross-functional business
- Lead or managed holistic customer journey mapping
Benefits
- 25 days holiday plus bank holidays
- 40% colleague discount
- 10% Friends & Family discount
- Cycle to work scheme
- Pension scheme
- Free on-site parking
- YOLO Wellbeing (physical and mental wellness programme)
- Access to ‘Unmind’ mental health and wellbeing platform for you and your chosen plus one
About Ribble
Ribble Cycles is an established global online retailer of cycles, cycle parts and accessories. Cycling has been bringing people together at Ribble Cycles for over 100 years. For the last century we have inspired thousands of people to take to the open roads on our custom-built bikes and our team of expert, dedicated and committed staff continue to make this happen. Our award-winning range of Ribble bikes are all hand assembled at our premises in the beautiful Ribble Valley and sold all over the world.
Ribble Cycles is going from strength to strength and is in the process of implementing an exciting long term growth strategy that will further position the Ribble brand and business as a market leader in the premium bicycle market.
Interested? Please send your CV and a covering letter to Jobs At Ribble