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Subscription Operations Manager

3 months ago

Greenford, Greater London, United Kingdom BROMPTON Full time

Subscription Operations Manager



About the Brompton Bike Hire Team:

This is the team behind Brompton's most innovative membership products including our award-winning Brompton by Subscription solution. Brompton by Subscription gives our members all the benefits of owning the world's best folding bike without any of the hassle.

Subscriptions are already an important product for Brompton in the UK and Germany and the number of subscribers has grown substantially over the last four years since launch.

The role | Subscription Operations Manager

We're now looking to hire a Subscription Operations Manager to help us scale them through the next phase growth both in the existing markets as well as new international markets. We are a small team with a strong sense of ownership, and you'll be the first dedicated lead for subscriptions hired into the team.

As the Subscription Operations Manager you'll be responsible for overseeing day-to-day operations of our subscription business. As well as setting operations strategy and optimising key processes to help us safely scale our subscriptions to members in existing and new markets. You will be able to leverage our established customer service operations whilst also working closely with the Brompton Hire's operations team. You will also be supported by a Brompton Bicycle's phenomenal Marketing team to deliver a delightful experience for our users.

Key Responsibilities | Subscription Operations Manager

  • Develop operational strategies and processes to support the growth, scalability and stability of Brompton's subscription business
  • Own and ensure accurate, efficient, compliant and delightful delivery of the key operational aspects of subscriptions, including acting as the main point of contact for operational escalations
  • Act as a driver of best practice within the Subscriptions squad for all internal ops (supplier-facing and customer-facing)
  • Collaborate with marketing, customer service, legal and external partners to improve the product and customer experience
  • Collaborate with our customer service team to ensure we are effectively and compliantly speaking to our customers in the right way, and delivering great and timely service
  • Monitor key performance indicators to identify and implement solutions to improve the customer experience and commercial or operational performance
  • Monitor key risk indicators to identify emerging risks, and implement mitigations
  • Project manage the implementation and ongoing monitoring of key pieces of regulation like Consumer Duty
  • Oversee effectiveness and monitoring of third party providers, and work with the Managing Director of Brompton Hire to identify opportunities to improve our partnerships and ways of working
  • Ad hoc project manage the implementation of new initiatives, such as supplier integrations.


Job requirements

Who you are:

  • Enjoy 'getting things done' and finding ways to drive tangible outcomes
  • Thrive in ambiguity, ask incisive questions and take a structured approach to problem-solving
  • Have the urge and resilience to challenge the status quo and make things better
  • Are analytical in your approach to developing scalable ops strategies, and can identify key metrics and their drivers to evaluate the success of your work
  • Are someone who prides themselves on a strong attention to detail
  • Are someone who works collaboratively with people at all levels and across functions and cultures
  • Are someone who's able to communicate clearly and persuasively
  • Are a fast learner, who's humble and curious (What skills/personal competencies should this person have)

Desired Experience:

  • Have a proven track record of designing and overseeing operations within subscription business, and as a bonus:
  • Experience working in a high growth company
  • Experience of launching and scaling a consumer product
  • Have experience designing and managing operations with third party providers

You might not tick all the boxes, and that's okay, we still encourage you to apply. Here at Brompton we are always looking for people that share the same values and attitudes as we do, as we continue to build diverse teams and a sense of community which is made stronger by each new individual who joins.

Benefits at Brompton:

Brompton offers you an excellent working environment with enthusiastic colleagues who get along, communicate and co-operate well with each other. The working climate is informal, but we work hard. Next to good terms of employment, Brompton offers you the opportunity to work in a responsible and challenging job within a dynamic, international and ambitious environment. We are all proud to be part of Brompton Bicycle Ltd; we all share the same passion and dedication to the company and the product, despite any differences in cultural backgrounds and skills.

  • Flexible working
  • 9 Day Fortnight – This is a flexible working pattern which individuals can opt in for where an employee works their contractual hours across 9 days instead of 10 days. (i.e. 80 hours across 9 days instead of 10 days). This mean the individual would work an additional hour across Monday to Thursday (across the 2 week period) to gain their Friday off.
  • Annual Leave – 25 days annual leave, plus all UK bank holidays.
  • Competitive Salary – Plus workplace pension scheme and profit share bonus.
  • Brompton Discount - Get ready to bike in style, as all employee's receive up to 60% off their very own bike and accessories, plus there are discounts for your friends and family too.
  • Staff Loan Bike – All employees are eligible to receive a Brompton Bicycle which they can use free of charge for up to 3 months
  • Onboarding Induction – New starters will enrol on a 3-month onboarding induction programme with a welcome pack goody bag as well as a factory tour, meet&greet with the Chiefs and an afternoon bike ride. There are also opportunities for work experience in the Covent Garden shop floor.
  • Free Breakfast – Unlimited, all-day access to an array of fruit and cereal
  • On-Site Canteen – Staff can enjoy subsidised hot meals, snacks and refreshments at our in-house HandleBar Café
  • Breakout Areas – Unwind on the mezzanine floor which contains a ping-pong, foosball and pool table and other games like darts and a giant Connect-4
  • Social Activities - Throughout the year enjoy time with your colleagues as we host an annual Summer and Christmas party, annual bike rides (both inside and outside the UK), Birthday breakfast, volunteering activities and family fun days just to name a few.
  • Learning and Development - Access to free LinkedIn Learning and opportunity to devote some of your time at work to personal development. We value professional development and actively promote internal promotions and opportunities.
  • Benefits - Workplace Pension Scheme, Care and Health Support, Flexible Working, Cycle to Work Scheme and other benefits.
  • Mental Health – We provide access to a confidential EAP that offers counselling, resources and support for various mental health challenges. There's also Head Space, Brompton's approved wellness program for employees.
  • Paid Leave – We offer an enhanced Family, Paternity and Maternity leave pay.

Brompton was listed amongst the best UK workplaces in 2020 and was awarded silver investors in People Accreditation and London Living Wage Employer in 2021.

Diversity, Equality and Inclusion Commitment

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you're passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.