Customer Success Executive FR/EN

Founded in 1993 in Brussels, BEM’S is a family-owned business that has established itself as a leading European distributor of pop culture merchandise, serving professionals across the continent.

With over 30 years of experience, a catalog of more than 25,000 products, and 9,500 m² of warehouse space, we combine logistical expertise, human connection, and digital innovation to support our partners every day.

Our mission ? To deliver with speed and reliability, and to continuously enrich our offer with the passion that has driven us since day one.

Your mission

As a Customer Success Executive, you will play a key role in the growth of our B2B client portfolio.

You’ll support new clients from their very first steps, while ensuring the smooth management of existing accounts with a strong focus on conversion and long-term loyalty.

Your responsibilities

New account onboarding and activation:

• Monitor newly created accounts and guide them through to their first order.
• Use our CRM to track each customer’s journey and respond appropriately.
• Reach out to clients who are stuck at specific steps and support them toward conversion.
• Maximize our conversion rate by turning as many sign-ups as possible into active clients.
• Identify pain points and contribute to the continuous improvement of the customer experience.

Account management and client retention:

• Ensure daily follow-up of active client accounts via our CRM.
• Follow up on orders awaiting payment and initiate timely reminders.
• Reach out to clients with incomplete carts to assist in finalizing their orders.
• Deactivate or close inactive accounts in line with internal procedures.
• Manage accounts in arrears (temporary blocks, payment reminders, etc.).
• Proactively identify and engage new prospects, nurturing long-term, trust-based relationships.
• Provide clear and constructive feedback to help improve the customer journey and onboarding processes continuously.

Profile sought

• Initial experience in customer relations, sales support, or B2B account management.
• Comfortable using CRM tools and operating in a digital environment.
• Service-minded, with strong interpersonal skills and a results-oriented mindset.
• A naturally enthusiastic and self-motivated person who inspires autonomy and growth in others.
• An excellent communicator, capable of adapting your tone and approach to different team dynamics and client profiles.
• Fluency in both French and English (spoken and written) is essential, as our clients are based throughout Europe.

What we offer

• A dynamic and exciting work environment at the heart of pop culture.
• A passionate, experienced, and collaborative team.
• A solid, well-established company with strong brand recognition across Europe.
• A high level of autonomy, supported by modern tools (CRM, automation systems).

If you’re enthusiastic, extravert, and passionate about customer relationships, we want to hear from you !