Rapha
Assistant Clubhouse Manager, London
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Assistant Clubhouse Manager
Rapha launched in 2004 to redefine cycling apparel. Today, progressive design and storytelling has built a global movement.
At Rapha, we want to make cycling the most important sport in the world, by transforming the lives of millions. We are on a mission to create the world’s greatest club through our Rapha Cycling Club (RCC).
Role Overview
As an Assistant Clubhouse Manager at Rapha, you will assist the Clubhouse Manager in running Rapha’s Clubhouse retail spaces, which are also the homes to our community and the Rapha Cycling Club (RCC) across our global clubhouse network. This role supports the delivery of world-class customer experiences for our community of riders and customers, whilst also driving commercial and operational excellence.
Accountabilities (What the role delivers)
- Lead and manage a high performing Clubhouse team in line with brand strategies and drive an inspirational customer experience.
- Ensure every guest receives a world-class experience that embodies the best of Rapha and is aligned with our values.
- Support the Clubhouse General Manager in owning Rapha in your local area - creating a community around the Clubhouse, make decisions, and take action to grow the cycling culture and deliver Rapha’s business goals.
- Leverage business insights and product performance to identify commercial and community opportunities.
- Ensure all policies and procedures are followed and minimise any losses to the business with meticulous attention to detail.
- Work with Merchandising & VM Teams to highlight the best product selection while maintaining high standards.
- Coach & develop teams to embody Rapha’s behaviours and values.
- Cascade communications to all members of the store team and lead by example.
- Be a Rapha ambassador, seen as a role model who brings Rapha’s core values to life.
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Behaviours (How the role delivers)
- You have a deep-rooted love for cycling and use that energy to engage customers daily, helping them Love the Sport through your technical expertise and authentic passion.
- You are a proactive problem solver who can Think for Yourself on the floor. While you support the Manager’s vision, you are comfortable making real-time decisions to maintain high standards and drive trade daily.
- You know how to Suffer. You are resilient during peak periods and don’t shy away from difficult moments, whether it’s a complex customer issue or giving honest, constructive feedback to a peer to keep standards high.
- You Inspire Others by being the pace-setter for the team. You spend the majority of your time on the sales floor, coaching "shoulder-to-shoulder" to ensure every team member delivers a premium experience and stays motivated throughout the shift.
Key Skills
- Solid supervisory experience in a luxury retail environment, with a proven ability to assess and develop talent.
- Commercial Awareness: A track record of delivering results and an understanding of both apparel and Food & Beverage (F&B) retailing.
- Planning & Organization: Strong organizational skills with a keen eye for detail and the ability to meet deadlines in a fast-paced, agile environment.
- Communication & Networking: Excellent verbal and written communication skills with the ability to cascade brand messages and network with Central and Regional teams.
- Technical Proficiency: Skilled in using Apple Mac and MS Office suites for store administration and reporting.
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KPIs
Supporting the Clubhouse Manager to achieve the following KPIs:
- Financial Performance: Consistent achievement of EBITDA, Sales, and Margin targets.
- Rapha Cycling Club (RCC) Membership: Growth and retention of the local RCC membership base and community engagement scores.
- The Experience: High NPS (Customer Satisfaction) and best-in-class internal audit scores.
- The Team: Strong eNPS (Employee Engagement) and a healthy internal talent pipeline - succession plans in place.
Working at Rapha
We are continuously looking into ways to invest in our employees and build a better working culture and environment. Here are just some of the internal benefits we offer.
- We offer all our employees a 50% apparel discount and a discount for family and friends
- An annual clothing allowance
- An employee bonus scheme with the opportunity to earn up to 5% of your annual salary
- Free membership to the Rapha Cycling Club
- Bike racing expenses up to £35 per race entry
- Team ride days
- Mental health support with MyndUp
- Industry discounts on brands such as Patagonia, Osprey, Finisterre, Wahoo
- Company Pension Scheme
- Enhanced Parental Leave
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