Customer Experience Teamlead

ORAC® is a Belgian family company and global leader in the design and production of high-quality 3D decorations. It offers a wide range of skirting boards, cornice mouldings, wall panels and decorative elements such as profiles for indirect lighting. These products are distributed in over 90 countries around the globe.

Since the company was founded 50 years ago, it has continuously updated its technology, materials and design. This is reflected in the number of innovations, in plastic technology and other areas. The approach is based around the ORAC® philosophy: to stimulate creativity and to inspire users to create exceptional spaces that highlight their personalities. Orac Decor® makes this possible and simple, with easy installation, versatility and ease of use. From functional skirting boards to impressive cornices, ORAC® stands for complete creative freedom based on your own style and personality.

http://www.oracdecor.com

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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