**Please apply via careers@lexxola.com (include short pitch + portfolio + cv + social media handle). About Lexxola  We’re a direct-to-consumer eyewear company with a global community. Born in 2019, we’ve grown exponentially and are on a mission to become the number 1 contemporary eyewear brand.  Description of the role  Lexxola is looking for a Customer Success Manager to join our London HQ team. This is an exciting opportunity for anyone passionate about customer experience, community and problem-solving. You have prior customer service experience in Retail or Customer Care (Fashion/ Beauty is a plus!), with a proven track record of working with various customer enquiries and working through these proactively.  You understand that in every challenge lies the opportunity to serve our customers best and most effectively. You are responsible for the execution and maintenance of a world-class customer experience as the customer-facing voice of Lexxola. Working closely with our Operations & Growth team, you are passionate about continuous improvement across customer experience journeys, relationships and operational organisation. If this excites you, apply to join. Qualifications Customer-first mindset. Punctual, analytical, problem solver.  Minimum two years experience. Experience in a Fashion/Beauty Retail and/or Customer Care environment (start-up experience is preferred).  Experience in ad-hoc Operational responsibilities, e.a. wholesale, stock management and account relations.  Experience in Operations (logistics, fulfilment, website, returns/exchanges). Strong written and verbal communication skills. Experience in presenting data-driven reports +  ability to improve existing processes with a long-term (and quick wins) perspective.  Can work independently and is proactive with decision making. You come with a positive attitude and understand that challenges are solvable opportunities.  Responsibilities  Analyse and define customer service organisation, proactively present strategy and execute. Continuously improve CX processes where necessary.  Define and execute the ‘Lexxola Customer Success’ structure with the Operations team to maintain consistency and scalability across CX. This includes product, processes and satisfaction policies.  Responding to all Customer Service channels (Gorgias + Social) in a timely and confident manner. Analyse various statistics, e.a. Feedback, returns, and communication trends. Prepare detailed reports on takeaways + actionable presentations to the Operations team on a regular basis.   Proactively and/or collaboratively support and own ad-hoc Operational projects across the business (wholesale, fulfilment, logistics, products/stock, website updates.) Maintain relationships with relevant third-party partners.  Tools Organisation: Google Drive, Excel, Slack Customer Experience: Gorgias, Shopify, WeChat, ZigZag  Offer  Competitive Salary  Opportunity to join an exciting and rapidly growing business; quick and ambitious career trajectory Hybrid work setting  Central London office with flexible office spaces (WeWork)  Flexible Holidays Package Lexxola Friends & Family Discount & Gifts