Customer Experience Teamlead Sales and Customer Experience · Ostend ·

About Orac
At Orac, we don't see walls as surfaces. We see them as blank canvases. What we create is not decoration, but the elements that define how a space feels. For over 50 years, we've been refining that craft. Combining tradition with innovation and design thinking with industrial precision. We work with people who care about detail. Because detail is never just a detail: it's what makes something feel right. Curious how we think and work? Discover what it means to be an Oracian.

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.

What success looks like:

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

This is you:
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 tick every box? If this role feels right to you and you recognise yourself in the way we work, we'd still like 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 to 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! At Orac, we care about the details others overlook. About doing things properly, even when no one is watching. And about people who take ownership of what they build. If that sounds like you, you'll feel at home here.