Rhys Howells

Critic
DISC Type : C

Head Of Customer Service at Rapha

London, England, United Kingdom

Overview

Rhys Howells is the Head of Customer Service at Rapha, an accomplished leader with over 10 years of experience enhancing customer operations through technology and brand alignment. He focuses on leveraging AI and automation to scale service efficiently, allowing his teams to handle complex, high-value customer interactions. He holds a degree from Central St. Martins College of Art and Design.

Beyond his professional role, Rhys is a former elite and professional cyclist who has competed at a high level. This deep-rooted passion for the sport informs his work at Rapha, and he continues to participate in challenging rides, such as fundraising events for charities like Ambitious about Autism.

He is a former professional cyclist who was involved in testing and providing feedback on Raphas performance race apparel while competing.

Personality Overview

Precise

Negotiator

Objective Thinker

It is very likely that they will negotiate pricing or other important terms.  They prefer to analyze logically and value objective facts over emotions. They like to take decisions independently and do not seek others' support often.

Topics They Care About

CX Automation
Champions the use of AI partners like Dixa and DigitalGenius to handle high volumes of queries, freeing up agents for more complex and valuable interactions.
Voice of Customer
Focuses on ensuring customer feedback is a key driver in business decisions to improve the end-to-end customer journey.
Competitive Cycling
As a former elite and professional racer, he has a deep, personal understanding of the cycling world, its community, and its performance standards.

Media Appearances

Rhys has no verified media appearances

Work History

8-2022
Head Of Customer Service at Rapha
3-2019 - 8-2022
Senior Manager, Customer Operations at Rapha
2-2019
Global Customer Service Manager at Rapha
12-2016 - 10-2017
Personal goal pursuit at Career Break
11-2009 - 5-2012
Sales & Bike fit at Condor Cycles

Education

2007 - 2008
Foundation from Central St. Martin's College of Art and Design, University of the Arts London
2007 - 2010
BA Honours from Central St. Martin's College of Art and Design, University of the Arts London

More Information

Social Presence :

Prographics :

Exp : 12 Location : London, England, United Kingdom Job Level : Mid-senior Designation : Head Of Customer Service at Rapha
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Insights For Selling To Rhys

During A Call Or A Meeting

DO's

  • Leverage facts and figures wherever possible; use percentages, numbers etc.
  • If you can, show them industry reports or analyst comments instead of sharing anecdotal stories
  • Tell them what ROI they can expect

DONT's

  • Don’t try to give too many examples of other users, they like to make their own decisions
  • Don’t rush them till they have clearly gotten all the necessary information
  • Don't give superficial answers, they are easily rattled by them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Rhys is

  • Proof of ROI, low pricing and objective proof points are the important factors for them.
  • Will you ever get a clear answer from Rhys

  • They do not mind saying no if they believe that it is the right decision.

Insights For Deal Planning

    How fast (or slow) will Rhys move?

  • Their decision-making is neither very fast nor very slow, they are somewhere in between.
  • Can Rhys take some risk or not?

  • They can take risks if their analysis shows that it would be worth it.

You And Rhys

Personality Compatibility


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