Customer Success Coordinator

Location On-site, Rye (Mon – Fri, 9am – 5:30pm)

Employment Type Full-Time

Salary Band From £30,000 – DOE

LUCARI is a premium British automotive brand specialising in the design, supply and installation of high-end classic Land Rover Defender interiors, accessories and full vehicle builds. We operate at the intersection of craftsmanship, engineering precision and elevated customer experience, delivering products and builds for customers who expect exceptional quality and service.

As we continue to scale, we are building a more structured commercial engine to support growth across retail, trade, ecommerce and bespoke vehicle builds.

Reports to Head of Growth

• Own first-touch coordination across all inbound commercial enquiries
• Monitor and manage all inbound customer enquiries across retail, trade, builds and ecommerce (including eBay)
• Ensure all enquiries are acknowledged within agreed SLA
• Accurately classify and route each enquiry to the appropriate commercial owner
• Assign ownership immediately and maintain visibility until resolution
• Work closely with the Retail Sales Lead, Partnerships Manager and Builds Commercial Lead to ensure enquiries are progressed efficiently and consistently

• Act as the central point of continuity across the full customer lifecycle
• Track progression across all active customer opportunities
• Ensure customers receive timely, professional updates throughout their journey
• Maintain communication continuity during internal handovers
• Proactively identify stalled communication or workflow breakdowns
• Work closely with the Builds Commercial Lead to ensure milestone communication remains proactive and aligned with operational delivery
• Support the Retail Sales Lead and Partnerships Manager in maintaining customer confidence through consistent follow-up

• Maintain operational control across all commercial streams
• Monitor quote and opportunity progression across retail, trade and builds
• Chase outstanding actions and follow-up requirements
• Escalate ageing opportunities and missed actions
• Surface workflow bottlenecks and commercial risks quickly
  
  Work collaboratively across the Growth team to maintain momentum and accountability

• Work with the Product Listings Administrator to resolve product information queries
• Ensure customer-facing product information is aligned and accurate
• Escalate catalogue or product clarity issues affecting customer experience

• Previous customer success, account coordination or commercial support experience
• CRM / systems confidence
• High organisational discipline
• Experience managing multiple workflows simultaneously
• Strong attention to detail
• Competitive salary based on experience
• Opportunity to help shape a fast-growing premium British brand
• Collaborative on-site working environment
• Recruitment referrals (rewards for recommending successful new hires)

Explore the story behind LUCARI and the people shaping what comes next.