Jobs at Wiggle

Job Title: Salesforce Technical Lead

Location: Portsmouth or Belfast

Position type: Full time, Permanent

WiggleCRC are looking to recruit an experienced Salesforce Developer to join the team in either our Portsmouth or Belfast office.

The Salesforce Tech Lead will effectively own the relationship with our Salesforce Account Team and will work to ensure we are using the tools within Salesforce effectively and that we have the right integrations to enable successful execution of cross-channel customer communications. The SPM will also oversee the build & delivery of all trade related emails across Chain Reaction Cycles and Wiggle.

What will you be doing?

• Manage a team of CRM / Email Developers
• Lead development and delivery of all trade emails for Chain Reaction Cycles and Wiggle
• Maintain and develop strong links to Chain Reaction Cycles and Wiggle Brand Marketing teams to ensure trade and brand position requirements are met
• Work closely with the Customer Journey Manager to structure and execute cross-channel communications to achieve the defined KPIs
• Clearly define data requirements to enable execution of Customer Journey roadmap. Working closely with Marketing Data & Analytics to create data requirement briefs
• Push our use of Marketing Tech to increase relevancy and personalistion
• Own SMS, APP and further channel integrations / audience sharing to 3rd party marketing platforms
• Have a clear understanding of the customer journey roadmap and work to configure the marketing technology to ensure delivery of same
• Ensuring data tracking and tagging requirements are met
• Working with our deliverability partners to maintain top delivery rates for all email campaigns

Who are we looking for?

• 2+ years using an enterprise email marketing platform. Salesforce preferred.
• Proven experience in creating, scheduling, testing, and executing one-time and automated email campaigns
• Strong analytical and quantitative skills, ability to use data to develop and measure marketing campaigns. You must be very comfortable using data to make recommendations and drive decisions • Comfortable using and editing HTML, AMPScript / Java
• Experience working with enterprise level email service providers such as IBM Marketing Cloud, Salesforce etc.
• Sound knowledge of email best practices, industry trends, and laws regarding email communication (GDPR)
• Excellent Microsoft Office skills, including a strong working knowledge of Excel. • Familiarity with Salesforce or other CRM systems
• Experience in B2C marketing • Experience using SQL and similar queries to analyse data
• Additional languages are a plus
• Ability to prioritise workload and meet deadlines in a fast-paced environment.
• Solid communication skills and ability to communicate with senior stakeholders across a range of departments
• Solid project management skills
• Ability to manage, drive and motivate a multidiscipline team

Job Title:  Treasury Manager  

Location:  Portsmouth  

Position type: Full time, 12 Month Fixed Term Contract  

WiggleCRC are looking to recruit an experienced Treasury Manager to join the team in Portsmouth on a 12 month Fixed Term Contract! 

What will you be doing? 

You will oversee of all cash and gateway balances, management of currency and ensuring full reconciliation to sales. Manage the team for all Banking operations, Income reconciliation and Cash Flow Forecasting.   

Responsibilities: 

• Managing a team of 4  
• Maintain Bank accounts in 10 Currencies 
• Review cash position for Supplier and other payments  
• Foreign exchange of currency to ensure sufficient cash held in relevant currency and maximise cash holding 
• Cash Flow forecasting 
• Petty cash handling and reconciliation 
• Prepare Bank payments for overseas suppliers and adhoc requests 
• Month end reconciliations to Trial balance for all bank, cash in transit and payment gateway accounts 
• Provision of ad-hoc analysis to Financial Controller 
• Placing and settling forward currency contracts in line with the group hedging policy 

Experience: 

• ACA, ACCA, CIMA or AAT Level 4  
• Management of treasury function 
• Team management experience 
• Advanced level of Excel skills 
• Good communication skills 

Customer Service Advisor | Portsmouth | Permanent Full Time

Do you understand the importance of outstanding customer service? Chain Reaction Cycles, the world’s largest online bike store, is an award-winning, fast-paced company filled with talented, passionate people. We ship thousands of bikes, components, clothing and accessories to over 115 countries on a daily basis, and pride ourselves on the quality of products we sell, speed of delivery and first-class customer service.

What will you be doing:

Working as part of the Customer Service team, you will be responsible for helping to maintain CRC’s global service levels across all media and contact channels. You will be supporting customers via contact sources of pre-sale, during sale and after-sale queries related to all products, brands, and services.

What hours will I work?

2 Week rotating shift pattern

Week 1 and 2: 06:00 - 14:00

Week 3 and 4: 14:00 - 22:00 1 in 3 weekends, shifts between 10:00 - 18:00

Duties:

• Ensure customer queries are answered promptly and completely via both Chat and Email.
• Monitoring, responding, and resolving customer queries on Social media.
• Monitoring and responding to customer reviews across various platforms.
• Calling customers when they request a call back service to answer their queries / resolve any issues.
• Ensure that all communications with customers are conducted in a professional and courteous manner.
• Offering alternative solutions where appropriate with the objective of ensuring customer satisfaction.
• Any other Customer service related task.

Knowledge, Skills, and Experience:

• Strong communication skills, both written and verbal
• Strong attention to detail and aiming for excellence in delivery
• Experience of working in a customer service or retail environment
• Ability to manage and coordinate changing priorities, have high standards and be capable of multi-tasking
• IT proficient with the ability to learn new systems
• Self-motivated and confident decision-maker with the ability to apply solutions and a positive "can-do" attitude
• Ability to be flexible with work duties and hours as required by the team and business
• Confident in raising queries in order to optimize service delivery to our customers

Why work for us:

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture that encourages innovation and personal development.

What’s in it for you?

If working alongside some for the most creative people isn’t enough, we offer you: Excellent career progression opportunities, 25 days annual leave, Staff discount, 5% pension contribution, company sporting events, and a smart casual dress code.

What’s next?

Are we the saddle to your bicycle? Well if so, come join the team and send over your CV to our Talent Team.

Why not stand out and send us your cover letter with your application. #comejointheride!

Job Title:  Digital Customer Acquisition Manager

Location:  Portsmouth

Position type: Full time, Permanent

WiggleCRC are looking to recruit an experienced Digital Customer Acquisition Manager to join the Ride!

What will you be doing?

You will be responsible for the acquisition of customers through a range of targeted initiatives across paid social and display channels. You will also own the group affiliate strategy and work closely with our external media partner to deliver the campaigns and ensure integration & consistency across our media mix.

Responsibilities:

• Own the end to end mid funnel strategy to grow new customer acquisition across a variety of paid media channels
• Budget management across these initiatives
• Responsibility for the consistency and cross channel integration throughout the funnel, ensuring brand guidelines are adhered to across our digital communications
• Owning the customer audience targeting roadmap across all digital channels
• Develop the WiggleCRC digital global trading plan for deployment through our external media partner
• Owning our group affiliate strategy
• Overseeing the planning & overseeing the execution of our campaigns with external media partner
• Overall responsibility for maximising exposure & sales of our 3^rd party services (insurance & cycle to work).
• Provide strategic support of our digital marketing direction
• Close working relationship to the Digital Performance Manager role to ensure paid social and performance channels work in unison
• Reporting on weekly and monthly results including outcome of actions taken and development actions required.

Experience:

• 5 years+ experience within a fast paced digital marketing environment
• Leadership and management experience of team members covering a multitude of digital marketing positions
• Experience working across mid funnel channels (not limited to Facebook Ads, Youtube & Display) & audience targeting
• Owning agency relationships & stakeholder communications
• Experience managing a team or agency fulfilling multiple digital channels
• Beneficial to have experience owning digital campaigns on a global level

Job Title:  Customer Service Team Leader

Location:  Portsmouth

Position type: Full time, Permanent

WiggleCRC are looking to recruit an experienced Customer Service Team Leader to join the ride in Portsmouth.

What will you be doing?

You will work as part of our Customer Services team, leading and developing the advisors to assist and support customers via contact sources of pre-sale, during-sale and after-sale queries related to all products, brands and services. You will lead a multi-disciplinary and multi-lingual team across shift patterns, including weekends and Bank Holidays, to maintain service KPIs for global customers.

Responsibilities:

• Lead and develop your team to ensure the delivery of world first class customer service through a trained and engaged workforce.
• Ensure that ongoing quality checks are carried out and that everyone is given necessary training to do their job and progress within the organisation.
• Take responsibility for customer service communication of your team by overseeing the quality of all standard letters and emails, ad hoc service communications, Live Chat, Reviews, Q & A, and the content of online customer help pages.
• Review performance of all staff members and complete remuneration reviews.
• Ensure own development is structured and managed accordingly with regular 121 meetings with line manager to review both individual performance and training needs.
• Analyse daily, weekly and monthly performance statistics of all customer contact-driven workload to ensure excellent service is delivered across all contact channels for your team.
• Ensure customer queries are answered promptly and completely via email or via the preferred communication channel requested by the customer, aiming for a “Fix First Time” result.
• Ensure that all communications with customers are conducted in a professional and courteous manner.
• Offer alternative solutions where appropriate with the objective of ensuring customer satisfaction. 
• Ensure the economic and efficient use of staff under your control, through organisation and effective staff management.
   

Experience:

• Previous experience of working in a Customer Service environment.
• Experience of managing a team in a busy and challenging environment.
• Strong written and spoken communication skills.
• The ability to deal professionally with Wiggle staff at all levels.
• Highly organised and personally productive.
• Positive attitude.
• Approachable.

Job Title:  Systems Administrator

Location:  Portsmouth/ Wolverhampton

Position type: Full time, Permanent

WiggleCRC are looking to recruit an experience Systems Administrator to be based at our distribution centre in Bilston or our Head office in Portsmouth.

What will you be doing?

As a Systems Administrator you will manage and maintain IT services and network installations in WiggleCRC offices and be a 3rd line technical resource. Provide technical advice, implement industry best practices and take a technical role within the team. 

Supporting the Wiggle business in the maintenance and upkeep of existing IT infrastructure, IT applications, IT equipment and Telecoms services. 

Responsible for ensuring IT can meet all SLAs for incidents, requests and up time for any services that are time dependent and are also responsible for ensuring that the critical infrastructure which underpins the business is highly available and able to support business needs. The team maintains, supports and monitors all aspects of WiggleCRC infrastructure. Members of the team must be security aware and be cognizant of the risks and threats encountered in today’s IT landscape. They ensure that the estate is secure and compliant with policy and are also involved in website process management, deployment and change management. 

Your key Accountabilities will  be to:

• To Support, Maintain and Monitor a diverse range of server and Network infrastructure. 
• Work well within a team, with strong customer focus, and sense of ownership. 
• Able to create and collaborate with others. 
• Creation and maintenance of technical documentation. 
• Fulfil a technical role in the IT Services team, providing knowledge-transfer to team-members when experience dictates. 
• Liaising with 3rd party vendors and managed service partners to deliver a highly available always-on service. 
• Managing incidents, service requests and following the change management process for Production Services team. 
• Maintaining a high level of availability of services and minimising the risk of exposure to system downtime through continual monitoring of key systems. 
• Making recommendations for system improvements optimizations and efficiencies.  

Experience:

eCommerce background will be highly regarded. With Specific, area’s around ERP (Oracle), Warehouse Management (RedPrarie) and/or Commerce (CommerceTools). 

• Good Cloud Technology Experience in Platforms such as: Azure, GCP or OCI 
• Both Linux and Windows Server Knowledge 
• Knowledge and Understanding Standard Infrastructure Technologies. Including, but not limited to: Virtualisation, Backup, Storage, Active Directory, Monitoring, Certification Authorities etc. 
• Knowledge and understanding of standard Networking concepts. Including but not limited to: Layer 3 Routing protocols, routing protocols and IPSec/SSL VPN, Network Loadbalancing and Loadsharing, Basic Layer 2/Layer 3 troubleshooting commands and how to use them. etc 
• Working knowledge of REST APIs 
• Experience supporting message queuing systems 
• Other key areas SSH, GIT, Packer, Terraform, Power Platform, Ansible, Automation 

Qualifications:

Batchelors Degree in Computer Science or a related field, and/or relevant work experience/qualifications. 

• 2+ years’ experience of:  
• Application and Server infrastructure administration 
• Hypervisors and virtualization technologies 
• Microsoft SQL Server Administration 
• Cloud platforms such as Azure, Google Cloud, AWS or OCI. 

Why work for us?

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture which encourages innovation and personal development.

What’s in it for you?

If working alongside some for the most creative people isn’t enough, we offer you:

Excellent career progression opportunities, 25 days annual leave, Staff discount, 5% pension contribution, company sporting events, smart casual dress code and a brilliant company culture.

What’s next?

Is this the job for you? If so, we would love to hear from you…
Why not stand out from the crowd and send us your wiggly cover letter to give us a better idea of who you are and why you want to join the team…

#ComeJoinTheRide

Job Title:  International Trading Executive

Location:  Portsmouth

Position type: Permanent

WiggleCRC are looking to recruit an experiencing Trading Executive to join the team in Portsmouth

What will you be doing?

Reporting to the Head of International & Pricing, within the Commercial function. The International Trading Executives role will be to drive our international expansion, by providing insight into our trading performance, and help achieve our customer and financial goals. Whilst working closely with teams across Commercial, Finance, Marketing and Operations

Key Job Accountabilities:

• Conduct analysis that will aid the understanding of over/under performance to KPIs
• Collaborate with Merchandising teams to identify areas of opportunity, and develop tactical responses to trade
• Support financial budgeting process, forecasting sales performance, and identify building blocks to reach financial goals
• Provide ad-hoc benchmarking of our proposition to local competitors
• Build business cases to quantify and articulate the benefits of propositional improvements

Experience:

• Experience working in ecommerce/retail preferred
• Basic understanding for how ecommerce KPIs impact performance
• Commercial awareness to support prioritisation
• Ability to generate and share innovative insights from analysis, and translate these into simple, clear recommendations
• Proven track record of high achievement in academics and professional endeavors

Why work for us?

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture which encourages innovation and personal development.

What’s in it for you?

If working alongside some for the most creative people isn’t enough, we offer you:

Excellent career progression opportunities, 25 days annual leave, Staff discount, 5% pension contribution, company sporting events, smart casual dress code and a brilliant company culture.

What’s next?

Is this the job for you? If so, we would love to hear from you…
Why not stand out from the crowd and send us your wiggly cover letter to give us a better idea of who you are and why you want to join the team…

#ComeJoinTheRide

Job Title:  HR Advisor 

Location:  Citadel, Bilston 

Position type: Full time, 9month FTC

WiggleCRC are looking to recruit an experienced HR Advisor to join the team on a 9 Month FTC based in Bilston.

The HR Advisor will work closely with the HRBP onsite to deliver the people agenda in a fast paced, growing organisation, supporting the delivery and implementation of people process, policies and strategies across the company, with specific reference to their implementation at the Wolverhampton site.

What will you be doing?

As the HR Advisor you will ensure the delivery of effective ER and people processes, internal co-ordination of system reporting and delivery of associated tasks within a demanding and challenging environment.

• Be the first point of contact for supporting and advising line managers when dealing with employee relations issues. Advising on process, legislation and potential areas of risk  
• Provide advice and administration support for performance and probation review processes, ensuring appropriate follow up actions taken to address poor performers and to deliver colleague development plans.
• In line with changes in legislation, update, maintain and implement HR policies across the business.
• Support the HR Coordinator with day to day management and improvement of all transactional HR processes including ensuring that all new starter, mover and leaver information is processed between HR and Payroll.
• Support the hiring process as and when required, including participating with interviews, preparation of offers and contracts of employment.
• Support the provision of site specific people data and KPI information.
• Coach line managers and team leaders with people management skills, with a focus on effective ER processes and conversations
• Deliver modules of the company training programme. Participate in the development of new modules and refinement of existing modules based of participant feedback.
• Update site communications channels, such as comms areas, with relevant people information
• Support site departments to avoid people concerns and promote a culture of engagement, through building effective working relationships with the management team.
• Liaise with the HR team across the company to identify and share best practice and initiatives across all areas of the business.

Who are we looking for?

As a HR Advisor we are looking for some who is….

• Able to demonstrate comprehensive generalist HR knowledge.
• Able to produce written material to a high standard eg reports, contracts of employment, policies and procedures
• Highly organised and logical approach to managing priorities. Able to deal with a heavy workload with conflicting priorities whilst maintaining accuracy and achieving deadlines
• Strong working knowledge of Excel and functional experience with working with HR information systems
• Comfortable dealing with conflict or challenging situations and can do so in a controlled manner
• Able to build and maintain working relationships based on a high level of personal integrity and collaborative, team focused approach.
• Adaptable and embracing of change

Experience:

Required:

• Minimum of 3 years’ experience within a HR role
• Experience in a fast paced, changing environment
• Experience managing a complex and high case load

Preferred

• 2 years plus experience within a HR Advisor role
• Previous experience in a Warehouse/Logistics business

Qualifications:

• Ideally CIPD qualified, or hold professional qualification in HR practice 

Why work for us?

We are always looking for talented individuals who are passionate about what they do. We offer some of the most rewarding career opportunities in sports retail, eCommerce, and IT development. Our people are highly valued and thrive in a relaxed culture which encourages innovation and personal development.

What’s in it for you?

If working alongside some for the most creative people isn’t enough, we offer you:

Excellent career progression opportunities, 25 days annual leave, Staff discount, 5% pension contribution, company sporting events, smart casual dress code and a brilliant company culture.

What’s next?

Is this the job for you? If so, we would love to hear from you…
Why not stand out from the crowd and send us your wiggly cover letter to give us a better idea of who you are and why you want to join the team…

#ComeJoinTheRide

Job Title:  UX Designer

Location:  Portsmouth

Position type: Full time, Permanent 

WiggleCRC are looking to recruit an experienced UX Designer to join the ride!

What will you be doing?

You will be responsible for the UX design and actionable customer research across allocated workstreams for both Wiggle & CRC. You will identify customer pain points through quantitative and qualitative methods and propose solutions that always promote user needs that drive business goals.

Responsibilities:

• Working in cross functional workstreams and contributing towards shared annual and quarterly goals through delivering high quality design and research. Influencing product roadmaps and working closely with Product Owners and technical teams to achieve success.
• Produce and present a range of high-quality creative deliverables including wireframes, prototypes, user journeys and usability reviews. Being an advocate of mobile first design.
• Delivering high quality actionable research that contributes to team goals and influences strategy and roadmap through highlighting opportunities and customer pain points. Being proactive and resourceful. Being an advocate for a test and learn approach to all design work.
• Deliver designs which adhere to responsible accessible design standards, meeting the latest guidelines.
• Proactively supporting the wider design workstreams on customer centric design best practice and getting buy in on better ways of working.

Experience:

• Previous UX Design experience and best practices
• Proficient in UX design and prototyping tools such as Axure, Figma
• Experience in use of digital research tools such as Google Analytics, Hotjar, Usertesting.com or equivalents
• Experience working in an Agile development environment
• Device-agnostic approach to design
• Solid understanding of UX customer-first best practice and web standards

Job Title:  Project Manager

Location:  Portsmouth

Position type: Full time, Permanent

WiggleCRC are looking to recruit an experienced Project Manager to join the ride!

What will you be doing?

You will be responsible for delivering both tactical and strategic change to the customer-facing ecommerce websites, internal business systems and processes. 

Responsibilities:

• Be responsible for all aspects of project management; accountable for project delivery to agreed cost and time parameters;
• Design, maintain the project plan.  Assigning and tracking the tasks necessary to achieve each stage of the project.
• Engage and manage project resources, both from the business and within IT to ensure project is kept on track;
• Capture and manage RAID, highlighting any significant risks, issues or dependencies;
• Capture and tightly manage project budget, both external and internal resource spend;
• Create and update resource plans, highlighting conflicts to Project Sponsor and line managers in advance of conflicts;
• Ensure project documentation is current and available to project stakeholders as required;
• Ensure project is focused on benefits reported, highlighting if going off track;
• Work with Service Transition to seamlessly deliver any change into production;
• Manage change requests to ensure delivery timelines are not blindly impacted and business value is assessed.
• Complete project close, holding lessons learned workshops and handovers to business owners and IT Support and to evaluate the success of the project and the business learnings;
• Take part in any ad hoc project work improving the performance of the business as and when required;
• Work with other project managers to review current process, suggesting improvements which best fit our organisation;
• Build strong relationships with key stakeholders and team members;

Experience:

• Experience of working in a project manager role within an Agile software development environment
• Experience of delivery of business change projects, involving process improvements;
• Experience of management of third parties;
• Experience of working with Confluence / Jira is an advantage
• Previous eCommerce experience is an advantage
• Good working knowledge of Agile, PRINCE2 or similar would be an advantage.
• Experience working with a distributed project team; experience working with near-shore development resource would be an advantage.
• Experience working on bespoke applications, although change delivery to enterprise-level retail systems would be an advantage.
• Experience working on multiple projects concurrently and be able to manage the priorities within your workload.
• Good general IT skills (MS Office, etc), but will also be able to talk to technical team members about more complete technologies.
• A good understanding of commercial priorities and the trading environment would be an advantage

Job Title: Talent Acquisition Specialist

Location: Citadel, Bilston

Position type: Full time, Permanent

WiggleCRC is looking to recruit a Talent Acquisition Specialist to join the ride!

What will you be doing?

You will be responsible for delivering a full end-to-end recruitment service to the business (from role identification through to a candidate starting in the business) by proactively planning, attracting, sourcing, and maintaining a pipeline of existing and potential candidates to meet the variable business requirements. This is achieved through establishing meaningful relationships with the business, to allow a true understanding and partnership.

Responsibilities:

• Management and review of the sourcing strategy for each role, communication, and follow-up with recruiting managers. Designing and executing the recruitment plan.
• Managing the candidate journey, directly sourcing, de-briefing, and providing constructive feedback
• Organize and/or attend career fairs, assessment centers, or other events.
• Participation including leading in interviews with managers ensuring that interview criterion and assessments are agreed in advance with hiring managers ensuring best practice is adhered to.
• Managing the job offer process and ensuring correct paperwork is collected including obtaining the right to work documents
• Work on passive candidate pipeline development, market intelligence gathering, talent acquisition projects as well as other duties and projects as assigned. Keeping up to date with recruitment trends
• Partner with the Director of HR, and wider business to successfully deliver business projects

Experience:

• 3 years experience as a Talent Acquisition Specialist in in-house recruitment (Experienced in Operations Recruitment desirable)
• Some experience in an agency environment, sourcing and screening candidates for a variety of live vacancies across multiple functional specialisms, geographies, and levels would be desirable
• Experience in full-cycle recruiting and candidate management.
• Understanding of a broad range of selection methods.
• Proven creative ability in developing and implementing effective candidate sourcing strategies and proficiency in the use of social media and job boards.
• Effective capability indirect sourcing including the ability to use search strings (e.g. Boolean) to search LinkedIn and job boards
• Experienced in all elements of the recruitment process including candidate attraction, candidate qualifying, networking, assessing, recruitment-related legislation, stakeholder management.
• Working knowledge of Applicant Tracking Systems (ATS) and databases.
• Proficient with Microsoft Excel including pivot tables and formulas
• Strong skills and experience recruiting passive candidates for niche positions.