E-Commerce Logistics Lead Logistics Service Course, London

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

We love cycling in all its forms, from city streets to the highest peaks. We recognize its power to transform lives. Led by innovation, we embody this love through a dedication to the world's greatest sport, setting new standards in design and pushing the boundaries of performance and craftsmanship.

E-Commerce Logistics Lead

As the Ecommerce Logistics Lead at Rapha, you will be part of a team managing the operational delivery of all post-purchase activities to our customers. You will work closely with the Logistics and Customer Service teams to build a Customer Operations function that delivers outstanding service while remaining commercially viable.

Your responsibilities include supporting the Logistics department in achieving brand and departmental strategies, setting and ensuring the delivery of consistent global operating standards to maximize service and optimize costs through coordination with regional and central teams.

The role and your skills: Analyzing

• Investigate fulfillment shortages, collaborate with Customer Service and Finance teams, and identify opportunities to reduce risks.
• Analyze chargeback disputes, review evidence, identify root causes, and ensure timely resolutions to minimize financial loss.
• Monitor daily transactions, analyze customer profiles for potential fraud, escalate issues, and develop proactive alerts or preventative measures.

Reacting

• Investigate customer order and return fraud, and file police reports when necessary.
• Monitor reselling platforms and issue takedowns where fraud is evident.
• Ensure export documentation accuracy and update export templates as needed.
• Respond to daily operational challenges, focusing on critical issues to mitigate customer impact.
• Analyze in-transit shipments, query carriers, and provide detailed information.
• Manage shipment documentation and EU trunk hold issues, including customer communication and remediation.

Managing

• Manage relationships with carriers, hold regular meetings to address performance and cost issues, and ensure timely collections.
• Handle manual refund codes, usage, and SOPs.

Forecasting

• Keep 3PL and Customer Service teams updated with latest business forecasts.
• Collaborate for peak season readiness and manage activity peaks with 3PL to maintain customer experience.

Motivating

• Foster cross-team collaboration on stock and revenue protection.
• Empower team members with tools, insights, and training to improve performance.
• Celebrate successes to boost morale and reinforce a culture of excellence.
• Lead by example with attention to detail, proactive problem-solving, and effective communication.
• Provide feedback and growth opportunities to build team expertise and confidence.

Do you have the following?

• Over 3 years' experience in revenue protection and/or stock control, preferably in fashion or premium consumer brands.
• Experience in fashion retail operations (preferred).
• Contract management experience.
• Understanding of WMS and TMS systems.
• Strong analytical, numerical, and Excel skills.
• Excellent presentation, interpersonal, and communication skills.
• Meticulous attention to detail.
• Strong organizational skills and a proactive, results-oriented approach.
• Ability to work under pressure and accept constructive criticism.
• Flexibility, enthusiasm, and a commitment to meeting deadlines.
• A proactive problem-solving mindset.

Working at Rapha

We invest in our employees and foster a positive work environment. Benefits include:

• Flexible working hours and remote work options (minimum 4 days in office).
• Free coffee and social drinks in the office.
• Monthly social events and quarterly away days.
• Riding benefits, including group rides and cycling schemes.
• 50% apparel discount for employees and discounts for friends and family.
• Annual clothing allowance of £1120.
• Free membership to the Rapha Cycling Club.
• Company pension scheme.
• Enhanced parental leave and pay.