Senior Customer Excellence Manager B2B

TN Portugal; Lisboa; Presencial; EUR 40 000 - 60 000; Tempo integral

Resumo da oferta

A leading company in the sleep industry is seeking a Senior Customer Excellence Manager B2B in Lisbon. The role involves overseeing customer interactions, analyzing feedback, and enhancing service processes to ensure customer satisfaction and loyalty. Ideal candidates will have a degree in Business Administration or a related field, strong analytical skills, and experience with BI platforms.

Serviços

Personal and company growth opportunities

Exciting and challenging projects

Confidential mental wellbeing support

Pet-friendly office

Qualificações

• University degree in Business Administration, Supply Chain, or Logistics.
• Strong analytical and strategic thinking skills.
• Experience with business intelligence platforms is a plus.

Responsabilidades

• Oversee and improve interactions between Emma and its customers.
• Analyze customer feedback and enhance service processes.
• Build strong relationships with stakeholders to maximize customer satisfaction.

Conhecimentos

Analytical thinking

Project management

Customer-oriented

Formação académica

University degree in Business Administration, Supply Chain, or Logistics

Ferramentas

Power BI

Tableau

Descrição da oferta de emprego

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Senior Customer Excellence Manager B2B, Lisbon

Client:

Emma

Location:

Lisbon, Portugal

Job Category:

Other

EU work permit required:

Yes

Job Reference:

dcc0016ea8f0

Job Views:

2

Posted:

23.05.2025

Expiry Date:

07.07.2025

Job Description:

Ready to lead, disrupt and reinvent the sleep industry? We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day.

At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through hands-on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture.

What you’ll do

• You are 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 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.

Who We're Looking For

• You can communicate at a business level or higher.
• You have a university degree in Business Administration, Supply Chain, Logistics, or a related field.
• You have strong analytical and strategic thinking skills with a focus on delivering data-driven, measurable results.
• You are highly organized with strong project management skills, a sharp eye for detail, and excellent communication abilities.
• You have the background, knowledge, or experience with business intelligence (BI) platforms such as Power BI or Tableau, which is considered a plus.
• You have an independent and structured way of working.
• You think in a customer- and process-oriented way.
• You are a team player who can communicate across different cultures.
• English is a requirement, any additional European Languages are a plus.

What we offer:

• Personal and company growth to accelerate your career and achieve your goals.
• Work on exciting, challenging projects independently or with a dedicated international team.
• Responsibility and decision-making from day one to drive impact and shape our company culture.
• Learn from experts and connect with teammates at engaging company events.
• Confidential mental wellbeing support with personalized sessions and self-guided programs.
• Access to live group sessions and coaching that build resilience and foster a positive team environment.
• A pet-friendly office to make your workday more enjoyable.

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!

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