Emma – The Sleep Company

Senior Customer Excellence Manager – B2B

Emma – The Sleep Company

full-time

Posted on:

Location Type: Hybrid

Location: Lisbon • 🇵🇹 Portugal

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Job Level

Senior

Tech Stack

Tableau

About the role

  • You are responsible for overseeing and improving the interactions between Emma and its customers to ensure satisfaction and loyalty.
  • You foster long-term relationships with our customers through reliable, well-informed support, and empathetic service.
  • You will focus on analyzing customer feedback, enhancing service processes, and ensuring seamless customer journeys across all touchpoints.
  • You will build strong relationships with stakeholders, maximize customer satisfaction, and drive long-term retention and growth by acting as the point of contact for customer service-related concerns.
  • You will analyze performance data, identify trends, and collaborate on CX projects that deliver measurable results.
  • You will work on ideating, executing, and owning projects across the entire customer journey to improve overall customer service.

Requirements

  • You have a university degree in Business Administration, Supply Chain, Logistics, or a related field.
  • You are customer centric, you understand the needs and pain points of the customers and find ways to solve the problems.
  • You have hands-on experience in a B2B environment, ideally in Call Centres or Customer Service. Having experience in logistics, e-commerce, or within a start-up setting is a plus.
  • You are highly organized and comfortable managing multiple accounts and diverse stakeholder relationships simultaneously.
  • You thrive in a dynamic and fast paced environment, demonstrating high level of adaptability and resilience to effectively manage and excel in situations where priorities are constantly evolving.
  • You have strong analytical with a focus on delivering data-driven, measurable results.
  • You have excellent communication skills to interact effectively with internal and external stakeholders.
  • You are highly organized with strong project management skills, and a sharp eye for detail.
  • You have solid MS Office skills, with an emphasis on Excel/Tableau for data analysis and reporting. Experience of end-to-end system integration is a plus.
  • You demonstrate strong problem-solving skills and are not afraid to get hands-on to resolve issues.
  • You are a proactive self-starter who take initiative to anticipate and address potential issues before they escalate.
  • You are fluent in English; proficiency in additional European languages (German, Portuguese, Spanish, French) is a plus.
Benefits
  • Pet-friendly office environment.
  • Discounts on our products.
  • Health insurance, including dental.
  • 24 vacation days.
  • A multicultural and international work environment.
  • Company events that are actually enjoyable and build meaningful connections.
  • Ownership, trust, and support from day one to grow your career.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisproject managementcustomer serviceB2B experiencelogisticse-commerceend-to-end system integrationExcelTableau
Soft skills
customer centricproblem-solvingcommunicationorganizationaladaptabilityresiliencerelationship buildinginitiativeattention to detail