Concession Manager

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 a Ribble Manager, you'll 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 those who know exactly what they want to riders chasing their next performance build or discovering Ribble for the first time, you'll guide every decision with expert advice and a rider-first approach.
You will coordinate daily operations, and make sure 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 and customer call-backs, helping maintain a responsive and consistent experience. You will track CSAT and SLA performance, share insights with HQ and build relationships with local cycling clubs, businesses and the host retailer to grow awareness of the Ribble brand., o Lead, motivate and develop a team to deliver outstanding service and achieve sales targets.
o Manage daily operations, staffing and scheduling to ensure readiness and operational excellence.
o Drive sales performance and ensure every customer receives expert advice and a premium experience from first contact to handover.
o Oversee in-store collections and handovers, maintaining high presentation standards and a seamless journey.
o Support customers with aftersales enquiries, escalating complex cases to the Customer Experience team where required.
o Collaborate with the CS Manager to maintain service standards, tone of voice and resolution quality across all channels.
o Ensure the team supports digital service coverage via email and customer call-backs during quieter periods.
o Monitor CSAT and SLA performance, sharing insights and improvement opportunities with HQ.
o Build strong relationships with the host retailer, local cycling clubs, businesses and organisations to grow awareness of the Ribble brand.
Key Performance Indicators
o Concession sales performance and conversion rate.
o Average order value.
o Customer Satisfaction (CSAT) scores.
o Brand presentation standards.
o Staff engagement, development and retention.
o Local community and host retailer engagement.

Essential skills and experience
o Proven experience in retail management with a track record of driving sales and service excellence.
o Strong leadership and people-development skills, with the ability to coach and inspire a high-performing team.
o Excellent customer service and communication skills, both in person and digitally.
o Confidence in decision-making and resolving customer issues independently.
o Organised, proactive and detail-focused, with the ability to balance commercial and customer priorities.
Desirable skills and experience
o Strong technical understanding of bikes and components across multiple disciplines.
o Experience using CRM, ticketing or digital retail platforms such as Freshdesk or Shopify.
o Understanding of customer satisfaction and performance metrics including CSAT and SLA.
o Experience working with external service or retail partners.

Working Pattern: Flexible, 5 days per week (worked across a 7-day operation). Your working days will vary each week and will include a combination of weekdays and weekends, depending on business needs., o 33 days holiday including bank holidays
o 40% colleague discount
o 10% Friends & Family discount
o Cycle to Work scheme
o Pension scheme
o Company sick pay
o Enhanced maternity and paternity pay
o Employee Assistance Programme (EAP) - access to free, independent and confidential support, including 24/7 counselling and virtual GP services
o Monthly recognition scheme
o Cycling industry discounts and perks