Head of Customer Service

Found in: Talent UK C2 - 2 weeks ago

London, United Kingdom The Bike Club Full time

Introduction
BikeClub offers subscription kids bikes which you exchange as yourchildren
grow. We are one of the leading consumer circulareconomy businesses In
Europe and the second largest bikerental business in the world.

You shouldconsider this role if:

  • You possess 6years of experience in Customer Service with astrong
    background in D2C operations business strategyprocess optimization
    and team leadership.
  • You have a track record of collaboratingclosely with SeniorLeadership
    Teams.
  • You have a vibrantpersonality with an engaging approach ready to lead
    mentorand champion a team.
  • You thrive in finding newways of driving loyalty purchasing intentand
    advocacy.
  • You are driven by theopportunity to make a lasting impact on the
    companysgrowth trajectory and to inspire a customercentricculture.
  • You have a proventrack record of usingcustomer service management
    tools (ideally SalesforceService Cloud) within a D2C environment(ideally
    Ecommerce) to exceed business KPIs.
  • Knowledge of Spanish Netherlands and Germancustomer service is
    advantageous.

About BikeClub
Join Bike Club where wererevolutionizing the way kids ride with ourpremium
subscription service for highquality bikes. Itshasslefree pay monthly digitally
and if your childoutgrows their bike you can seamlessly swap it for alarger
model fostering a circular economy while ensuringyour child always has the
perfect fit.

As one of Europes top circular economyenterprises boasting over 60000
members and the worldslargest fleet of childrens bike rentals were making
waves.Our footprint spans from London to Gibraltar Berlin Barcelona andthe
Netherlands.

As the Head ofCustomer Service you will represent the memberexperience
across the business shaping daytoday customerinteractions and streamlining
processes for Bike Clubsmembers. Join us and play a crucial role in Bike Clubs ongoingsuccess.

With approximately 120 employees acrossfive markets (UK DE NL ES AT) our
company is primarilybased in London but youll witness significant growth inour
European teams and you can expect that occasionaltravel is a part of this
exciting role.

We want to use our circular model to inspiretomorrows cyclists. To do this we
aim to be a top threeprovider of kids bikes In Europe. We want families tobe
able to join Bike Club from Barcelona to Berlin toLondon.

Tasks

WhatWe Are Looking For:
In this pivotal role asHead of Customer Service with a strong European focus
yourprimary objective will be to drive profitable growth andoperational
efficiency while delivering exceptionalservice experiences tailored to our diverse
Europeancustomer base. You will develop a comprehensive understandingof
our products and their suitability for childrens uniqueneeds leveraging
Salesforce as both a service managementand reporting platform.

Reporting directly tothe Chief Marketing Officer you will play a vital rolein
collaborating closely with all European teams to ensurecohesive and customer
centric initiatives that resonatewith regional preferences and cultural nuances.
Sharingperformance data and fostering collaboration across teams willbe
essential components of this role.

We are seeking a leader who can skilfullyutilize data insights including those
from Salesforce andShopify to optimize our customer service operationsand
enhance the overall user experience acrossEurope.

Requirements

**WhatYoull Do:

Customer Service Strategy andLeadership:**

  • Dive deep intounderstanding our customers needs purchase driversand
    challenges devising innovative solutions to createexceptional customer
    serviceexperiences.
  • Collaborate closely with the CMOto establish standardized procedures and
    best practicesensuring seamless operations that prioritizecustomer
    satisfaction across allmarkets.
  • Lead the implementation of CustomerExperience advancements aimed at enhancing user journeys and salesconversion whilst fostering greater engagement with our kids bikeproducts. Training and PerformanceManagement:
  • Develop and delivercomprehensive training programs to empower the
    customerservice team including a robust onboarding programmeto
    provide exceptional support aligned with company valuesand customer
    needs.
  • Set up keyperformance indicators (KPIs) and service levelagreements
    (SLAs) to measure and continuously improve teamperformance and
    customer satisfaction.Quality Control and DataIntegrity:
  • Establish rigorousquality control measures to uphold the integrityand
    reliability of our customer service platforms ensuringaccurate and timely
    support for our young riders and theirfamilies.
  • Lead initiatives to maintain dataaccuracy and validity ensuring that Bike
    Club managementhave access accurate and meaningful reportingsuite
    covering all aspects of customer serviceoperations.
  • Keep a close eye on backlogs andissue escalations constantly balancing
    businessrequirements with our strong desire for positivemember
    outcomes. StrategicDecisionMaking:
  • Utilizedatadriven insights to shape strategic initiatives thatoptimize
    customer service operations and driveefficiency.
  • Leverage analytics to identifyprocess improvement opportunities and
    collaborate withtechnical and operational teams to add themember
    perspective into relevant projects.Leadership andCollaboration:
  • Provide visionaryleadership to the customer service team fosteringa
    culture of excellence innovation andcustomercentricity.
  • Collaborate closely withsenior leadership to develop and execute
    strategicinitiatives that align with organizational goals anddrive
    commercial success.
  • Facilitatecrossfunctional collaboration to ensure alignment andsynergy
    across departments driving collective effortstowards delivering
    outstanding customer service andachieving business objectives. CommercialAwareness:
    Apply commercial acumen tocustomer service initiatives aligning strategies
    withbroader business objectives and commercial strategies to drivegrowth and
    profitability in the kids bike marketsegment.
Benefits

Benefits

  • 26days annual leave plus bank holidays. Additional days holiday forevery year worked.
  • 3% Pension contributions(salary sacrifice on basic pay)
  • Central Londonoffice
  • Flexible working and Work From Anywherepolicy in August and Xmas period
  • Regular socialevents during office hours
  • 30/month discounttowards Bike Club subscription andproducts
  • Cyclescheme
  • PrivateMedical Insurance
  • NurseryBenefit

Ready to take your careerinto a higher gear with Bike Club Were keen topedal
forward with you on ourteam

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