Head of Customer Service

5 months ago

London, United Kingdom The Bike Club Full time

Introduction
Bike Club offers subscription kids bikes, which you exchange as your children
grow. We are one of the leading consumer circular economy businesses In
Europe and the second largest bike rental business in the world.

**You should consider this role if**:

- You possess 6+ years of experience in Customer Service, with a strong

background in D2C operations, business strategy, process optimization,
and team leadership.
- You have a track record of collaborating closely with Senior Leadership

Teams.
- You have a vibrant personality with an engaging approach, ready to lead,

mentor, and champion a team.
- You thrive in finding new ways of driving loyalty, purchasing intent and

advocacy.
- You are driven by the opportunity to make a lasting impact on the

company's growth trajectory and to inspire a customer-centric culture.
- You have a proven-track record of using customer service management

tools (ideally Salesforce Service Cloud) within a D2C environment (ideally
E-commerce) to exceed business KPI’s.
- Knowledge of Spanish, Netherlands and German customer service is

advantageous.

About Bike Club
Join Bike Club, where we're revolutionizing the way kids ride with our premium
subscription service for high-quality bikes. It's hassle-free - pay monthly digitally,
and if your child outgrows their bike, you can seamlessly swap it for a larger
model, fostering a circular economy while ensuring your child always has the
perfect fit.

As one of Europe's top circular economy enterprises, boasting over 60,000
members and the world's largest fleet of children's bike rentals, we're making
waves. Our footprint spans from London to Gibraltar, Berlin, Barcelona, and the
Netherlands.

As the Head of Customer Service, you will represent the member experience
across the business, shaping day-to-day customer interactions and streamlining
processes for Bike Club's members. Join us and play a crucial role in Bike Club's ongoing success.

With approximately 120 employees across five markets (UK, DE, NL, ES, AT), our
company is primarily based in London, but you'll witness significant growth in our
European teams and you can expect that occasional travel is a part of this
exciting role.

We want to use our circular model to inspire tomorrow’s cyclists. To do this we
aim to be a top three provider of kids bikes In Europe. We want families to be
able to join Bike Club from Barcelona to Berlin to London.

Tasks

**What We Are Looking For**:
In this pivotal role as Head of Customer Service with a strong European focus,
your primary objective will be to drive profitable growth and operational
efficiency while delivering exceptional service experiences tailored to our diverse
European customer base. You will develop a comprehensive understanding of
our products and their suitability for children's unique needs, leveraging
Salesforce as both a service management and reporting platform.

Reporting directly to the Chief Marketing Officer, you will play a vital role in
collaborating closely with all European teams to ensure cohesive and customer
- centric initiatives that resonate with regional preferences and cultural nuances.
Sharing performance data and fostering collaboration across teams will be
essential components of this role.

We are seeking a leader who can skilfully utilize data insights, including those
from Salesforce and Shopify, to optimize our customer service operations and
enhance the overall user experience across Europe.

**Requirements**:
**\*\*What You'll Do**:
**Customer Service Strategy and Leadership**: \*\*
- Dive deep into understanding our customers' needs, purchase drivers, and

challenges, devising innovative solutions to create exceptional customer
service experiences.
- Collaborate closely with the CMO to establish standardized procedures and

best practices, ensuring seamless operations that prioritize customer
satisfaction across all markets.
- Lead the implementation of Customer Experience advancements aimed at enhancing user journeys and sales conversion, whilst fostering greater engagement with our kids' bike products.
- Training and Performance Management:

- Develop and deliver comprehensive training programs to empower the

customer service team, including a robust onboarding programme, to
provide exceptional support aligned with company values and customer
needs.
- Set up key performance indicators (KPIs) and service level agreements

(SLAs) to measure and continuously improve team performance and
customer satisfaction.
- Quality Control and Data Integrity:

- Establish rigorous quality control measures to uphold the integrity and

reliability of our customer service platforms, ensuring accurate and timely
support for our young riders and their families.
- Lead initiatives to maintain data accuracy and validity, ensuring that Bike

Club management have access accurate and meaningful reporting suite
covering all aspects of customer service operations.
- Keep a close eye on backlogs

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