Customer Operations Performance Manager
Lisbon
Operations & Logistics – Customer Excellence EU /
Fulltime /
Hybrid
Ready to lead, disrupt and reinvent the sleep industry?
We are Emma – The Sleep Company. Created in 2013, we are now the world's largest D2C sleep brand, available in over 30 countries and recommended by many consumer associations in EMEA, APAC, and the Americas. We're pushing the boundaries of technology to transform the world of sleep and we want your help to pull it off.
We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We focus on how we approach problems, we chase growth, and set ambitious goals. Want your ideas to have an impact and your career to grow? Then Emma is the right place for you.
About the Role
This is an exciting opportunity to join Emma and our Customer Excellence team. You will be responsible for taking our customer experience to the next level. You will be driving performance in one of our markets, and help to make all our customers, happy customers. You will be crucial for Emma’s growth by maximizing customer retention and lifetime value. 🚀
What you'll do:
- Analyse countries' customer service and reputation performance against appropriate business objectives and implement actions to improve our customer excellence.
- Work closely with contact centers and other stakeholders such as business development, supply chain, process, and business intelligence teams.
- Be the voice of the customer within the company.
- Drive and execute changes to achieve high standards of quality and productivity.
- Report and present performance status to senior management.
- Work on improving the customer experience on our different channels, balancing between standardizing processes and tailoring country-specific solutions.
- Ensure that every aspect of the customer service, customer experience, and customer analytics are aligned with our team’s strategy.
Who we are looking for:
- You are fluent in English (any other language is a plus: Spanish, French, Danish, Swedish, German, Dutch, Polish).
- You have a bachelor’s degree in a relevant subject.
- Experience partnering and communicating with a wide range of internal and external stakeholders.
- You are empathetic, meticulous, and willing to push the extra mile to put the customer at the centre of our decision.
- Experience owning business metrics and working autonomously to achieve defined objectives.
- Experience using data and anecdotal evidence to drive improvements. (SQL, Power BI, Power Query, or Tableau is a plus).
- Proven ability to prioritize multiple and competing activities, delegating properly when possible.
- Experience working with Lean, Six Sigma, Kaizen, or continuous improvement techniques is a plus.
What we offer:
- Discounts on our top-notch products;
- Health insurance including dentist;
- 24 days holidays/year +1 day/year at Emma (máx. 29 days);
- Pet-friendly environment, where you can bring your furry desk buddy;
- The opportunity to collaborate with multinational teams;
- All the tools you need to grow and ownership from the beginning.
Become an Emmie
Emma is transforming the world of sleep - and we want the highest-performing people to help us pull it off. We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up.
We proudly celebrate diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age.
Our aim is to get back to you in a couple of days, however, we are currently receiving a large number of applications and this might lead to a delay in the process. We will get back to you as soon as possible!
