B2B Partner Performance Leader — Customer Excellence

Emma – The Sleep Company; Lisboa; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Private Health Insurance

24 vacation days per year (+1)

22 remote days per quarter

Lisbon office in Parque das Nações

Pet-friendly office

Company events

Job summary

Emma – The Sleep Company in Lisbon is seeking a Senior Performance Manager for B2B to govern, diagnose and improve partner-facing customer experience across external ecosystems.

You will lead structured governance, monitor CE KPIs, perform root-cause analysis, collaborate with KAMs, OAMs, refunds, logistics and BPO partners, and drive end-to-end improvements with SOPs, training and rollout.

Qualifications

• Proven background in a performance, operations or customer excellence role with significant exposure to B2B, partner or wholesale environments.
• Strong stakeholder management with external partners and internal cross-functional teams.
• Ability to move from raw CRM and operational data to structured root cause hypotheses and clear business impact.
• Problem framing: distinguish symptoms from root causes, define success criteria and ownership.
• Fluent in English; knowledge of other European languages is a strong plus.
• Project management: run phased initiatives, manage timelines and coordinate across teams.
• Data-driven: use data to drive decisions; experience with CRM tools in a B2B context is advantageous.
• Exposure to Lean, Six Sigma, Kaizen or similar methodologies is a plus.

Responsibilities

• Partner Governance: Own structured governance calls with B2B partners, design insight-driven agendas, share performance trends and align on corrective actions.
• Performance Monitoring: Track CE KPIs (SLA, CPI, FCR, CSAT/PSAT) across B2B channels weekly; identify deviations and root causes.
• Root Cause Analysis: Diagnose underlying drivers, quantify business impact, and frame issues for the right team to fix.
• Stakeholder Collaboration: Bridge partner realities with internal teams; coordinate with KAM, OAM, Refunds, Logistics and BPO partners.
• Process Improvement: Lead end-to-end initiatives from SOP definition to rollout and training.
• Escalation Management: Handle high-complexity escalations (legal threats, CEO-level cases).
• Documentation: Capture partner-specific processes and make SOPs usable by BPOs and partner contacts.

Skills

B2B Experience

Stakeholder Management

Analytical

Problem Framing

Multilingual

Project Management

Data-Driven

Process Improvement

Tools

Sprinklr

Shopify

Fluent

Job description

Emma – The Sleep Company in Lisbon is seeking a Senior Performance Manager for B2B to govern, diagnose and improve partner-facing customer experience across external ecosystems.

You will lead structured governance, monitor CE KPIs, perform root-cause analysis, collaborate with KAMs, OAMs, refunds, logistics and BPO partners, and drive end-to-end improvements with SOPs, training and rollout.