Head of Customer Service

IntroductionBike Club offers subscription kids bikes, which you exchange as your childrengrow. We are one of the leading consumer circular economy businesses InEurope 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 strongbackground in D2C operations, business strategy, process optimization,and team leadership.
You have a track record of collaborating closely with Senior LeadershipTeams.
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 andadvocacy.
You are driven by the opportunity to make a lasting impact on thecompany's growth trajectory and to inspire a customer-centric culture.
You have a proven-track record of using customer service managementtools (ideally Salesforce Service Cloud) within a D2C environment (ideallyE-commerce) to exceed business KPI’s.
Knowledge of Spanish, Netherlands and German customer service isadvantageous.
About Bike ClubJoin Bike Club, where we're revolutionizing the way kids ride with our premiumsubscription 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 largermodel, fostering a circular economy while ensuring your child always has theperfect fit.
As one of Europe's top circular economy enterprises, boasting over 60,000members and the world's largest fleet of children's bike rentals, we're makingwaves. Our footprint spans from London to Gibraltar, Berlin, Barcelona, and theNetherlands.
As the Head of Customer Service, you will represent the member experienceacross the business, shaping day-to-day customer interactions and streamliningprocesses 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), ourcompany is primarily based in London, but you'll witness significant growth in ourEuropean teams and you can expect that occasional travel is a part of thisexciting role.
We want to use our circular model to inspire tomorrow’s cyclists. To do this weaim to be a top three provider of kids bikes In Europe. We want families to beable 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 operationalefficiency while delivering exceptional service experiences tailored to our diverseEuropean customer base. You will develop a comprehensive understanding ofour products and their suitability for children's unique needs, leveragingSalesforce as both a service management and reporting platform.
Reporting directly to the Chief Marketing Officer, you will play a vital role incollaborating 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 beessential components of this role.
We are seeking a leader who can skilfully utilize data insights, including thosefrom Salesforce and Shopify, to optimize our customer service operations andenhance 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, andchallenges, devising innovative solutions to create exceptional customerservice experiences.
Collaborate closely with the CMO to establish standardized procedures andbest practices, ensuring seamless operations that prioritize customersatisfaction 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 thecustomer service team, including a robust onboarding programme, toprovide exceptional support aligned with company values and customerneeds.
Set up key performance indicators (KPIs) and service level agreements(SLAs) to measure and continuously improve team performance andcustomer satisfaction.
Quality Control and Data Integrity:
Establish rigorous quality control measures to uphold the integrity andreliability of our customer service platforms, ensuring accurate and timelysupport for our young riders and their families.
Lead initiatives to maintain data accuracy and validity, ensuring that BikeClub management have access accurate and meaningful reporting suitecovering all aspects of customer service operations.
Keep a close eye on backlogs and issue escalations, constantly balancingbusiness requirements with our strong desire for positive memberoutcomes.
Strategic Decision-Making:
Utilize data-driven insights to shape strategic initiatives that optimizecustomer service operations and drive efficiency.
Leverage analytics to identify process improvement opportunities andcollaborate with technical and operational teams to add the memberperspective into relevant projects.
Leadership and Collaboration:
Provide visionary leadership to the customer service team, fostering aculture of excellence, innovation, and customer-centricity.
Collaborate closely with senior leadership to develop and executestrategic initiatives that align with organizational goals and drivecommercial success.
Facilitate cross-functional collaboration to ensure alignment and synergyacross departments, driving collective efforts towards deliveringoutstanding customer service and achieving business objectives.
Commercial Awareness:Apply commercial acumen to customer service initiatives, aligning strategieswith broader business objectives and commercial strategies to drive growth andprofitability 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? We’re keen to pedalforward with you on our team!
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