Welcome toCustomer Relations

Where customers take centre stage

Carefully listening to our customers sets the foundation of our work in Customer Relations at Rituals. Our mission is to make every interaction between our brand and our community innovative, remarkable, and truly unforgettable.

Our customers’ feedback serves as our guiding light on the journey of product innovation. As Rituals expands its global reach, we remain committed to delivering outstanding customer relations. We continuously strive to enhance our digital presence, nurture our community, and integrate customer insights into our upcoming product innovations.

About our department

We work together in five specialised teams:

Operations Management, Team Leads & Ambassadors

This team offers hands-on guidance to our team leads and mentors, who look after more than 200 ambassadors. Their focus is on delivering exceptional customer experiences, streamlining processes, and monitoring both results and wellbeing.

Training, Quality, Knowledge & Development

Quality is their specialty; this team uses their expertise to create exceptional experiences that consistently exceed customer expectations. Offering a flexible onboarding process that combines self-guided learning and in-person training, they ensure that team members are trained and retained.

Voice of Customer

This team revolutionises how Rituals listens to its customers and cultivates a customer-focused culture. Data and customer feedback serve as their guiding principles in enhancing our premium brand and making informed company decisions that directly impact our customers.

Workforce Management & Business Analysis

These experts carefully organise teams and resources to achieve a well-balanced staffing approach, minimising operational risks. They strategically schedule staff to handle varying volumes, accommodate training, vacations, and staff preferences, always striving to maintain a stable, healthy, and content company and workforce.

Traffic Controlling

Our dedicated Traffic Control team plays a crucial role in our daily operations, ensuring consistent optimisation of our service levels. These experts manage incoming customer requests from all directions, always searching for ways to improve.