Emma – The Sleep Company

Senior Customer Excellence Manager

Emma – The Sleep Company

full-time

Posted on:

Location Type: Hybrid

Location: New Delhi • India

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Job Level

Senior

About the role

  • You will be responsible for overseeing and improving the interactions between Emma and its customers to ensure satisfaction and loyalty.
  • You will focus on analyzing customer feedback, enhancing service processes, and ensuring seamless customer journeys across all touchpoints.
  • You will focus on building strong relationships with stakeholders, maximizing customer satisfaction, and driving 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 manage Capacity and Data concerns for the customer service team and own the data function and reporting metrics.
  • You will work on ideating, executing, and owning projects across the entire customer journey to improve overall customer service.

Requirements

  • You have **at least 5 years of experience** in Customer Experience (CX), Customer Service, or a related leadership role, with a proven track record of driving performance improvements.
  • You bring hands-on experience managing India-based customer service operations and understanding regional processes and dynamics.
  • You have successfully led end-to-end customer journey optimization initiatives, improving both operational efficiency and customer satisfaction.
  • You have knowledge of working with CRMs, helpdesks, project management tools, & solutions.
  • You have exceptional interpersonal and customer service skills.
  • You have excellent communication and collaboration abilities to drive alignment across teams and stakeholders.
Benefits
  • 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.
  • Hands-on experience, mentorship, and continuous learning,
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer experiencecustomer serviceperformance analysisdata managementcustomer journey optimizationoperational efficiency
Soft Skills
interpersonal skillscustomer service skillscommunication skillscollaboration skillsrelationship building