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Client Sucess Manager

Listing ID: 1118473

Client Sucess Manager

Type of Position: Permanent Position
Company / Organisation / Artist Name: Baudoin & Lange
Location: Shoreditch, East London, London, UK
Hours: Full Time
Experience: 1 to 2 years
Salary: Competitive
Reporting To: Head of Commercial
Twitter Handle: @
Deadline: Ongoing
Ad Expires In: 3 days 7 hours
About: Founded in 2016 by Allan Baudoin and Bo van Langeveld, Baudoin & Lange is one of the fashion world’s most up-and-coming purveyors of high-quality men’s and women’s footwear – a new generation specialty luxury brand that emphasises fine craftsmanship, creating classically elegant shoes for contemporary dynamic lifestyles.

Represented internationally by a network of retail partners that include leading global retailers and department stores, as well as selling and engaging directly with customers both in the UK and globally, the Baudoin & Lange brand operates a fast-growing business that moves rapidly and emphasises the customer experience.

Our customers are incredibly engaged with our brand and are our advocates; word-of-mouth has contributed significantly to discovery and our partnerships with luxury department stores have been very successful. We have recently launched our first luxury pop-up retail space at Burlington Arcade, Mayfair with huge success. Our social media engagement rates are high, and bloggers and influencers love our shoes!

As we continue to grow, so does our team! We’re looking for a Customer Success Manager to join our team in London, to take ownership of ensuring that we continue to deliver impeccable customer service and the careful, considered and professional relationship management they are accustomed to.

The Customer Success Manager will be focusing on enhancing customer experience across multiple channels and as such, will be involved in, and responsible for a variety of processes at Baudoin & Lange.  In return for your hard work, we offer a chance to work in a creative and fast-paced environment, directly with our founders and our team of exceptional specialists - through which you’ll get wide exposure and insight into the luxury industry, with a fresh perspective. 

Exceptional customer success is a crucial component of the Baudoin & Lange brand offering and as such, this is a fantastic opportunity for someone who takes pride in creating impeccable experiences, is well-organised and fun!

About You

As the Customer Success Manager, you will have responsibility for ensuring. maintaining and enhancing impeccably high standards of customer experience, across the full customer journey.  We’re looking for someone with…

  • Demonstrable experience responding to customers on a fast-paced daily frequency, across email, phone & social media, with a friendly but concise, professional tone
  • Experience in replying to inbound questions and queries as well as experience managing existing orders/customer processes and communicating these with our production team
  • Confidence and experience in handling customer complaint processes with efficiency and professionalism, ideally with experience handling product Exchange & Return processes
  • Bags of autonomy, initiative, insight and attention-to-detail to ensure you proactively spot potential problems  - and solve them - with self-sufficiency (escalating situations when necessary)
  • With strong initiative and motivation to ensure continuous improvement; constantly spotting opportunities for enhancements to existing customer-related systems & processes
  • Retail/bricks & mortar experience; you’ll be confident in delivering in-person customer experiences, be excited to aid our retail Sales Associates and support Baudoin & Lange physical stores/store launches
  • Exceptional organisational skills. You’ll be the most organised person you know! You’ll have experience working with and quickly learning new software, enjoy an Excel spreadsheet, and be excited to own a variety of processes, including wholesale order input & invoice generation, management of incoming & outgoing shipments (including shipping invoices & customs documents) and being responsible for stock management.
  • Humility: as a small, growing business everyone at Baudoin & Lange must have a ‘no task is too low-glamour’ approach to our work
  • A team-player mindset. We are a passionate, highly ambitious company with an incredible team that is greater than the sum of its parts; we’re looking for someone who is motivated to support and enable the people they work with, on a daily basis
  • Positivity! We have exciting plans for growth and as such, this is a brilliant time for someone with a positive outlook and personal values built on proactivity, realism, a ‘can-do’ attitude and self-motivation to help Baudoin & Lange continue to protect our customer-first brand as we continue to scale
  • Excellent writing skills with a wide vocabulary, impeccable written and spoken English and presentation skills
  • Ability to work well under pressure and to tight deadlines while maintaining flawless accuracy

Other things we’d love!

  • Experience in a high-growth £5 – £50mm revenue company
  • Experience working with, or a significant personal appreciation of luxury products or services

Application Form

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