Senior Customer Experience Lead - Omnichannel

Emmers Equestrian; Hamont-Achel; Remote; EUR 48,000 - 72,000; Full time

Benefits offered by this job

Dynamic workspace in Hamont-Achel

Senior role with ownership

Staff discounts across Emmers range

Job summary

Emmers Equestrian is a premium equestrian retailer with a strong omnichannel presence. We seek a Senior Customer Service Specialist to strengthen our team in Hamont-Achel. You will bridge customers, stores, and e-commerce, delivering personal, high-quality service while building lasting relationships.

The role requires calm professionalism and a customer-first mindset. Flexibility to work Saturdays is important; reporting to Head of Marketing & E-commerce, you join a family-owned company with

Qualifications

• Relevant experience in customer service, preferably within retail or e-commerce.
• Genuine customer-first mindset with the ability to make customers feel heard, understood and valued.
• Good written and spoken Dutch and English.
• Strong affinity with and knowledge of the equestrian industry.
• Professional, warm and confident communication skills.
• Proactive and service-oriented mindset, always supporting the customer.
• Ability to remain calm with difficult customers and maintain perspective.
• Accurate, structured and reliable working method.
• Ability to prioritise and maintain an overview in a fast-moving environment.
• Analytical mindset with pattern recognition across events and enquiries.

Responsibilities

• Support customers professionally and personally via e-mail, telephone and digital channels.
• Handle questions related to orders, deliveries, returns, products and general service.
• Build positive customer relationships by understanding individual needs and providing clear, helpful service.
• Follow up enquiries accurately and proactively, ensuring customers receive needed information.
• Coordinate with internal teams such as e-commerce, warehouse, stores, purchasing and logistics.
• Identify recurring questions and feedback to translate into improvements.
• Recognise patterns between enquiries, returns and deliveries to support operations.
• Help implement and optimise our new customer service platform, including workflows and reporting.
• Join bi-weekly optimisation meetings with the e-commerce warehouse.
• Contribute to improving processes for an even better customer experience.

Skills

Customer service

Dutch

English

Communication

Analytical thinking

Independence

Organisational skills

Problem solving

Saturday availability

Retail/e-commerce

Tools

Ticketing platforms

Job description

Emmers Equestrian is a premium equestrian retailer with a strong omnichannel presence. We seek a Senior Customer Service Specialist to strengthen our team in Hamont-Achel. You will bridge customers, stores, and e-commerce, delivering personal, high-quality service while building lasting relationships.

The role requires calm professionalism and a customer-first mindset. Flexibility to work Saturdays is important; reporting to Head of Marketing & E-commerce, you join a family-owned company with