Senior B2B Partner Performance & CX Leader

Emma; Braga; Vor Ort; EUR 25.000 - 30.000; Vollzeit

Zusammenfassung

Emma – The Sleep Company in Lisbon is seeking a Senior Performance Manager for B2B to govern partner-facing customer experience across external ecosystems. You will lead governance, monitor CE KPIs, and perform root-cause analysis to drive end-to-end improvements with SOPs and training.

You will collaborate with KAMs, OAMs, refunds, logistics and BPO partners to ensure consistent service quality and scalable processes across the network.

Aufgaben

• Govern partner-facing customer experience across external ecosystems.
• Lead governance, monitor CE KPIs, and perform root-cause analysis.
• Collaborate with KAMs, OAMs, refunds, logistics and BPO partners.
• Drive end-to-end improvements with SOPs, training and rollout.

Jobbeschreibung

Emma – The Sleep Company in Lisbon is seeking a Senior Performance Manager for B2B to govern partner-facing customer experience across external ecosystems. You will lead governance, monitor CE KPIs, and perform root-cause analysis to drive end-to-end improvements with SOPs and training.

You will collaborate with KAMs, OAMs, refunds, logistics and BPO partners to ensure consistent service quality and scalable processes across the network.