Contract Type: Full-time (6-month fixed term contract, with potential to extend)
ABOUT RIBBLE
Ribble Cycles is the UK’s leading premium bike brand, with a heritage of innovation, performance and design excellence. We engineer and manufacture world-class bicycles in the UK, delivering cutting-edge technology and superior craftsmanship to passionate riders globally.
Working at Ribble means joining a team that lives and breathes bikes. We create products for real riders and how they ride, shaped by British roads, weather and grit. As the original outlier, our heritage runs deep, but our focus is always looking ahead.
Our purpose is simple: to inspire more riders and more adventures.
THE ROLE
This is your chance to shape the customer experience for one of the UK’s most exciting cycling brands. If you’re a natural leader with a passion for people and performance, we want you on our team.
As Showroom Manager, you will lead your team in setting the standard for service, sales and brand experience. You’ll inspire your team, engage riders at every level and turn interest into action. From customers who know exactly what they want, to those discovering Ribble for the first time, you will guide every decision with expert advice and a rider-first approach.
You will coordinate daily operations and ensure every interaction feels unmistakably Ribble. From pre-purchase advice to post-purchase support, you will handle escalations, drive service recovery and keep the experience seamless.
During quieter periods, you will ensure the team supports digital service through email, video and call-backs. You will track CSAT and SLA performance, share insights with HQ and build local relationships that position Ribble at the heart of the community.
KEY RESPONSIBILITIES
* Lead, motivate and develop a team to deliver outstanding service and achieve sales targets
* Manage daily operations, staffing and scheduling to ensure readiness and operational excellence
* Drive sales performance and ensure every customer receives expert advice and a premium experience from first contact to handover
* Oversee in-store collections and handovers, maintaining high presentation standards and a seamless journey
* Handle escalations and service issues, working with Customer Service teams to deliver timely resolutions
* Collaborate with the Customer Service Manager to maintain service standards, tone of voice and resolution quality across all channels
* Ensure the team supports digital service coverage via email, video and call-back during quieter periods
* Monitor CSAT and SLA performance, sharing insights and improvement opportunities with HQ
* Act as a regional hub lead, supporting service quality across local partners including Service Outposts and bike fitters
* Build partnerships with local businesses and cycling organisations to grow Ribble’s presence in the region
KEY PERFORMANCE INDICATORS
* Showroom sales performance and conversion rate
* Customer Satisfaction (CSAT) scores for showroom and regional service interactions
* Service quality and SLA performance across the team
* Staff engagement, development and retention
* Local partnership and engagement activity
ABOUT YOU
Essential skills and experience
* Proven experience in retail management with a track record of driving sales and service excellence
* Strong leadership and people development skills, with the ability to coach and inspire a high-performing team
* Excellent customer service and communication skills, both in person and digitally
* Confidence in decision-making and resolving customer issues independently
* Organised, proactive and detail-focused, with the ability to balance commercial and customer priorities
Desirable skills and experience
* Strong technical understanding of bikes and components across multiple disciplines
* Experience using CRM, ticketing or digital retail platforms such as Freshdesk or Shopify
* Understanding of customer satisfaction and performance metrics including CSAT and SLA
* Experience working with external service or retail partners
BENEFITS
* 33 days holiday including UK bank holidays
* 10% Friends & Family discount
* Cycle to Work scheme
* Company sick pay
* Enhanced maternity pay
* Employee Assistance Programme (EAP) – confidential support including 24/7 counselling and virtual GP access
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