Customer Experience Teamlead - Ostend - Orac

Beschrijving

Customer Experience Teamlead

Emerging markets. Where Excellence meets Growth

Are you ready to lead a team that shapes exceptional customer experiences across borders?

About Orac

At Orac, we believe every wall is a blank canvas. Where others see a flat surface, we see a world of possibilities. Welcome to the world of Orac. The world of architectural elements, made for walls.

We are a family-owned Belgian company that has been a leader in architectural elements for walls for over 50 years. From our headquarters in Ostend, our innovative products are available across Europe, from Paris to Köln, London, Barcelona, Slovakia, Lecco, and beyond.

Our commitment to sustainability is at the heart of everything we do. We strive to make a positive impact not only today but also for future generations. Sustainability is a core value that guides our choices—choosing the good one for our planet, people, and community.

We believe in a world in which digital technologies and data enhance the customer experience. A solid digital backbone combined with strong local teams is a powerful mix for our growth.

Your role

In this role, you lead our Customer Experience team for Emerging Markets, owning the end-to-end operational flow from first customer touchpoint to payment. You'll combine hands-on account management with team leadership and data-driven process optimization. Your focus: smooth operations, excellent customer data management, and driving significant company growth.

Your Key Responsibilities

• Lead and develop a high-performing CX team that delivers excellent experiences to our customers
• Conduct regular 1-on-1 meetings to coach and develop team members
• Organize and facilitate team meetings and collaborate with other hub teams.
• Support customer team manager in the realization of commercial objectives and international growth ambitions by translating strategy into operational execution
• Identify and implement automation opportunities to improve efficiency
• Ensure seamless coordination between sales, production, logistics and finance teams.
• Analyze customer data and journey touchpoints to continuously improve performance
• Support strategic decision-making with data-driven insights
• Own a selected portfolio of high-value customers yourself, ensuring retention, satisfaction and growth.
• Handle complex customer situations and escalations

Your success journey

After 30 days: you'll be integrated into the team, managing the order-to-delivery process and conducting your first 1-on-1s

After 60 days: you'll master the complete order-to-cash flow and be be organizing weekly team meetings

After 90 days: you'll handle customer accounts independently, prepare project meetings and support the team manager on monthly reporting.

Your profile

• Bachelor's degree in business, marketing or related field
• Successful experience in customer-facing roles, including at least 2 years in a leadership role
• Solution-oriented mindset, with high adaptability to changing priorities in a fast-moving sales-environment
• Coaching and performance-management skills that help people grow
• Excellent communication skills and able to switch seamlessly between strategic discussions with key customers and hands-on coaching of your team
• Strong proficiency in CRM and ERP systems, with ease in analytics and reporting tools
• Fluent in Dutch and English

Not sure you meet every requirement? If you're passionate and eager to learn, we'd still love to hear from you.

Our offer to you

• Shape the customer experience for fast-growing markets
• Lead a dedicated team while staying connected to the operational reality
• Contribute to Orac's international growth ambitions
• Hybrid working, with home office possibilities.
• Competitive salary package with extra benefits (life insurance, health insurance, meal vouchers, etc, ..) tailored your experience.
• Enjoy 12 additional paid leave days per year in addition to legal holidays (40 hours work week)
• Colleague discount. We know you'll love interior design, that's why you can start using our colleague discount from day one.
• Innovative environment: work in a dynamic team that values creativity and operational excellence.

PASSION, INSPIRATION and LOYALTY are our values. Join a dynamic company with a fun and stable working environment. We would like to welcome you to our ORACIAN family

Ready to apply? We'd love to hear from you

• Submit your CV and expect feedback within one week.
• Interviews and next steps will be communicated to shortlisted candidates.