Customer Experience Team Lead – Emerging Markets

About the role

Orac is seeking a Customer Experience Team Lead for its Emerging Markets division. You will own the end‑to‑end operational flow from the first customer touchpoint through to payment, combining hands‑on account management with team leadership and data‑driven process optimisation.

Key responsibilities

• Lead and develop a high‑performing CX team delivering excellent customer experiences.
• Conduct regular 1‑on‑1 coaching sessions and organise team meetings.
• Collaborate with sales, production, logistics and finance to ensure seamless order‑to‑cash execution.
• Identify and implement automation opportunities to improve efficiency.
• Analyse customer data and journey touchpoints for continuous performance improvement.
• Own a portfolio of high‑value customers, ensuring retention, satisfaction and growth.
• Handle complex customer situations and escalations.

Required profile

• Bachelor’s degree in business, marketing or a related field.
• Proven experience in customer‑facing roles with at least 2 years in a leadership position.
• Solution‑oriented mindset with high adaptability in a fast‑moving sales environment.

Required skills

What we offer

• Opportunity to shape customer experience across multiple European markets.
• Dynamic, family‑owned company with a strong sustainability focus.
• Career growth through hands‑on leadership of an international CX team.