Senior Customer Excellence Performance Manager

Emma – The Sleep Company; Lisboa; On-site; 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

Ready to lead, disrupt and reinvent the sleep industry?

We are Emma – The Sleep Company. Founded in 2015, we have grown into the world’s largest direct-to-consumer (D2C) sleep brand, with a presence in over 20 markets and more than 35 Emma stores across Europe.

Our mission is simple: to develop sleep comfort products that empower our customers to awaken their best every day. Today, our products are trusted by millions and recommended by leading consumer associations worldwide.

It’sour people who bring this mission to life. At Emma,you’lljoin a driven, international team that values ownership, collaboration, and continuous knowledge sharing. With colleagues from over 70 nationalities, we combine diverse perspectives with a shared ambition to learn, grow, and create lasting impact, together.

Ready to awaken your best with us?

This is an exciting opportunity to join Emma's Customer Excellence team at a moment of real strategic ambition. As a Senior Performance Manager for B2B, you will be the primary CE point of contact for our external partner ecosystem ensuring that partner-facing customer experience is governed, diagnosed and continuously improved. You will sit within the Customer Experience and Performance function and work at the intersection of performance diagnosis, cross-functional alignment and partner collaboration. Your primary stakeholders are the B2B partners themselves, KAM's and operational teams . Your ability to navigate complex partner relationships, frame performance problems clearly, and drive structured improvement cycles will be central to this role.

What you´ll do:

• 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, patterns and root causes.
• Root Cause Analysis: When performance issues emerge, go beyond the surface. Diagnose the underlying drivers, quantify the business impact, and frame the problem clearly so the right team can deliver the right fix.
• Stakeholder Collaboration: Be the bridge between partner reality and internal teams. Work closely with KAM, OAM, Refunds, Logistics and BPO partners to align on corrective actions and process clarity.
• Process Improvement: Lead assigned initiatives in the B2B scope end-to-end, from SOP definition and piloting through to rollout, training and post-mortem.
• Escalation Management: Assess high-complexity partner escalations (legal threats, CEO-level cases), ensure appropriate routing
• Documentation: Capture and maintain partner-specific process documentation, ensuring SOPs are usable by BPO teams, KAMs and partner contacts independently.

Who we´re looking for:

• B2B Experience: Proven background in a performance, operations or customer excellence role with significant exposure to B2B, partner or wholesale environments.
• Stakeholder Management: Comfortable navigating complex relationships with external partners (distributors, marketplace accounts, franchise operators) and internal cross-functional teams simultaneously.
• Analytical: Able to move from raw CRM and operational data to structured root cause hypotheses and clear business impact without needing a data analyst to translate.
• Problem Framing: Distinguishes between symptoms and root causes, defines binary success criteria, and assigns clear ownership.
• Multilingual: Fluent in English. Knowledge of other European languages (German, French, Spanish, Portuguese, Dutch) is a strong plus given our market footprint.
• Project Management: Comfortable running phased initiatives, managing timelines and coordinating across teams without direct authority.
• Data-Driven: Experience using data to drive decisions and improvements. Familiarity with CRM tools (Sprinklr, Shopify, Fluent or equivalent) in a B2B context is advantageous.
• Process Improvement: Exposure to Lean, Six Sigma, Kaizen or similar methodologies is a plus.

What we offer:

• Responsibility and decision-making authority from your first day
• The opportunity to work on challenging tasks that contribute to your professional growth
• Work independently and as part of a dedicated, international team
• Private Health Insurance and 24 vacations days per year, with 1 extra day per year worked (until a limit of29 daysper year)
• 22 remote days per quarter policy, with offices in Parque dasNações, Lisbon.
• Work with and learn from experts in diverse fields
• Get to know your team members at our exciting company events
• Working from a pet-friendly office

Become an Emmie

We are on a mission to become No.1 in the world of sleep, and we’re looking for driven, ambitious people to help us shape what’s next. If you’re curious, hands-on, and ready to challenge the status quo, you’ll find the space here to make things happen and create real impact.

We are proud to be an equal opportunity employer and are committed to building an inclusive workplace. We celebrate diversity and consider all qualified applicants regardless of 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 within a few days. Due to the high volume of applications, there may be slight delays, but we’ll get back to you as soon as possible.