E-Commerce Logistics Lead

Rapha launched in 2004 to redefine cycling apparel. Today progressive design and storytelling has built a global movement.

We love cycling in all its forms, from the city streets to the highest peaks. And we know its power to transform lives. Led by innovation, we embody this love through a dedication to the world's greatest sport, by setting a new standard in design and pushing the cutting edge of performance and human craft.

E-Commerce Logistics Lead

As the Ecommerce Logistics Lead at Rapha, you will become part of a team that manages the operational delivery of all post purchase activity to our customers. In this role, you will be working closely with the wider Logistics team and Customer Service teams across Rapha, assisting to build a Customer Operations function that provides outstanding customer service whilst remaining commercially viable.

Supporting the rest of the Logistics department, you will support in achieving the brand and departmental strategy. You will set and ensure delivery of consistent global operating standards to maximise service and optimise cost outcomes, through close coordination with regional and central colleagues.

The role and your skills:

Analysing

• Investigate fulfillment shortages, collaborating with Customer Service and Finance teams and identify opportunities to reduce this risk

• Analyze chargeback disputes, reviewing evidence to identify root causes and ensuring timely resolutions to minimize financial loss.

• Monitor daily transactions, analyzing customer profiles to detect potential fraudulent activities and escalating as needed and developing proactive alerts and/or preventative measures

• Develop an incident log with 3PL and customer services in order to categorise incidents, route cause problems and resolve at source.

Reacting

• Investigate customer order and return fraud, and file police reports when necessary.

• Monitor reselling platforms and issue take downs where fraud is evident.

• Correct export documentation in Export Broker software and ensure that export templates are kept up to date

• Ability to react and deal with daily operational challenges, adapting to the situation in order to mitigate customer impact - Focusing on the critical.

• Perform daily analysis on all in transit customer shipments, querying and providing carriers with detail as necessary

• Send daily documentation needed for shipments (drop ball test certificates, footwear forms)

• Own issue resolution for EU trunk hold - along with customer comms and remediation.

Managing

• Relationship management: Hold regular meetings with carrier relationship managers, ensuring issues of performance and cost are identified, rectified and compensated as appropriate

• Manual refund codes, usage and SOP’s

• Manage carriers and daily relationships, ensuring collections are fulfilled on time and any customer experience issues are raised and challenged accordingly.

Forecasting

• Ensure 3PL and CS outsourcer are up to date with latest business forecasts

• Collaborate with cross-functional teams to prepare for peak seasons and special events, ensuring operational readiness.

• Manage peaks in activity with 3PL to ensure no decrease in customer experience.

• Submit regular forecasts to carriers to ensure all parcels leave the DC compliant with SLA and maintain customer promise.

Motivating

• Foster collaboration across teams to align on stock and revenue protection priorities.

• Empower and educate team members with tools, insights, and best practices to enhance performance.

• Celebrate successes to boost morale and reinforce a culture of vigilance and excellence.

• Lead by example, demonstrating attention to detail, proactive problem-solving, and effective communication.

• Provide clear feedback and growth opportunities to build expertise and confidence within the team.

Do you have the following?

• +3 years’ experience in revenue protection and/or stock control in fashion or premium consumer brands.

• Experience in Fashion Retail operations (preferred).

• Contract management experience

• Understanding of WMS and TMS

• Strong analytical, numerical and Excel skills

• Presentation skills

• Great interpersonal and communication skills

• A strong eye for detail

• Strong organisational skills and a get the job done mindset

• The ability to work under pressure and take on constructive criticism

• Flexibility and enthusiasm

• The ability to bring your A game and work to strict deadlines

• A proactive approach to problem solving

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.

• Flexible working hours
• Support ad-hoc remote working during the week - Minimum 4 days in office
• Free barista coffee and social drinks in the office
• Monthly department social events and quarterly office social away days
• We offer a flexible riding benefit to allow you to go out riding on a Wednesday morning with colleagues or learn to cycle to cycling through our Getting Started Scheme.
• We offer all our employees a 50% apparel discount and a discount for family and friends
• An annual clothing allowance of £1120
• Free membership to the Rapha Cycling Club
• Company Pension Scheme
• Enhanced Parental Leave and Pay