Head of Customer Service

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
  companys growth trajectory and to inspire a customercentric culture.
• You have a proventrack record of using customer service management
  tools (ideally Salesforce Service Cloud) within a D2C environment (ideally
  Ecommerce) to exceed business KPIs.
• Knowledge of Spanish Netherlands and German customer service is
  advantageous.

About Bike Club
Join Bike Club where were revolutionizing the way kids ride with our premium
subscription service for highquality bikes. Its hasslefree 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 Europes top circular economy enterprises boasting over 60000
members and the worlds largest fleet of childrens bike rentals were 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 daytoday customer interactions and streamlining
processes for Bike Clubs members. Join us and play a crucial role in Bike Clubs ongoing success.

With approximately 120 employees across five markets (UK DE NL ES AT) our
company is primarily based in London but youll 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 tomorrows 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 childrens 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 Youll 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 and issue escalations constantly balancing
  business requirements with our strong desire for positive member
  outcomes. Strategic DecisionMaking:
• Utilize datadriven insights to shape strategic initiatives that optimize
  customer service operations and drive efficiency.
• Leverage analytics to identify process improvement opportunities and
  collaborate with technical and operational teams to add the member
  perspective into relevant projects. Leadership and Collaboration:
• Provide visionary leadership to the customer service team fostering a
  culture of excellence innovation and customercentricity.
• Collaborate closely with senior leadership to develop and execute
  strategic initiatives that align with organizational goals and drive
  commercial success.
• Facilitate crossfunctional collaboration to ensure alignment and synergy
  across departments driving collective efforts towards delivering
  outstanding customer service and achieving business objectives. Commercial Awareness:
  Apply commercial acumen to customer service initiatives aligning strategies
  with broader business objectives and commercial strategies to drive growth and
  profitability in the kids bike market segment.

Benefits

Benefits

• 26 days annual leave plus bank holidays. Additional days holiday for every year worked.
• 3% Pension contributions (salary sacrifice on basic pay)
• Central London office
• Flexible working and Work From Anywhere policy in August and Xmas period
• Regular social events during office hours
• 30/month discount towards Bike Club subscription and products
• Cyclescheme
• Private Medical Insurance
• Nursery Benefit

Ready to take your career into a higher gear with Bike Club Were keen to pedal
forward with you on our team!