Customer Experience Teamlead

About the role

In this position you will lead Orac’s Customer Experience team for Emerging Markets, overseeing the full order‑to‑cash process from the first customer contact through to payment. You will combine hands‑on account management with team leadership and data‑driven optimisation to ensure smooth operations and drive growth.

Key responsibilities

• Lead, coach and develop a high‑performing Customer Experience team.
• Conduct regular 1‑on‑1s and team meetings, and collaborate with sales, production, logistics and finance.
• Translate commercial objectives into operational execution and support international growth.
• Identify and implement automation opportunities to improve efficiency.
• Analyse customer data and journey touchpoints to continuously improve performance.
• 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.
• At least 2 years of leadership experience in a customer‑facing role.
• Solution‑oriented mindset with high adaptability in a fast‑moving sales environment.
• Excellent communication skills, able to switch between strategic discussions and hands‑on coaching.
• Fluent English.

Required skills

• Strong proficiency with CRM and ERP systems.
• Experience using analytics and reporting tools.

What we offer

• Opportunity to shape the customer experience for fast‑growing markets.
• Hybrid working model with home office flexibility.
• Leadership role with direct impact on Orac’s international growth ambitions.