Store Experience & Performance Lead

Emma Sleep; Lisboa; Presencial; EUR 40 000 - 60 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Discounts on products

24 vacation days

Pet-friendly office

Diversity and international team

Resumo da oferta

Emma – The Sleep Company in Lisbon is seeking a Customer Excellence Performance Manager to strengthen the day-to-day relationship between Emma stores and our CS, logistics and operations teams. You’ll translate on-floor observations into structured feedback, monitor CE performance, and support cross-functional fixes across the network.

Fluency in English is required, with additional European languages a plus.

Qualificações

• Store floor experience and knowledge of store dynamics.
• Customer-first mindset and ability to follow up to close loops.
• Clear and simple communication of problems to diverse teams.
• Organised, reliable and able to deliver commitments on time.
• Curious about data, with basic data/tracking awareness.

Responsabilidades

• Store Support & Relationship Management: Be a reliable point of contact for your assigned stores. Respond to day-to-day queries, flag issues early, and make sure store managers feel heard and supported. Build trust through consistency, not just escalation management.

Conhecimentos

Store floor experience

Customer-first instinct

Clear communicator

Organised & reliable

Curious about data

Collaborative by nature

Fluent English

Portuguese advantage

Ferramentas

Excel

CRM tools

Descrição da oferta de emprego

Emma – The Sleep Company in Lisbon is seeking a Customer Excellence Performance Manager to strengthen the day-to-day relationship between Emma stores and our CS, logistics and operations teams. You’ll translate on-floor observations into structured feedback, monitor CE performance, and support cross-functional fixes across the network.

Fluency in English is required, with additional European languages a plus.