Senior Customer Excellence Manager (12-Month Maternity Cover)

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. Ready to shape the future of sleep with us? Let’s make it happen!

What You'll Do:
• Own and continuously enhance the end-to-end B2B client experience within a BPO context, ensuring high levels of satisfaction, operational excellence, and long-term retention across all service touchpoints.

• Serve as the primary point of contact for key BPO clients, managing relationships proactively, resolving service-related issues, and addressing potential risks before they escalate.

• Analyze service KPIs, client feedback, and operational performance data to identify emerging trends, generate actionable insights, and implement improvements that positively impact BPO operations.

• Lead cross-functional initiatives to optimize BPO service processes, tools, and workflows, ensuring scalable, efficient, and consistent operations across diverse teams.

• Monitor and improve key operational metrics, including SLA adherence, response times, CSAT, client retention rates, and overall operational efficiency within a BPO environment.

• Collaborate closely with internal BPO teams (operations, logistics, product, tech) to resolve complex service challenges, ensuring alignment on continuous improvement initiatives and best practices.

• Manage multiple B2B accounts within the BPO ecosystem simultaneously, prioritizing effectively, maintaining structured communication, and ensuring consistent service delivery in a fast-paced environment.

• Lead and execute customer experience (CX) projects throughout the entire client lifecycle—ranging from onboarding to ongoing engagement—driving initiatives that enhance client relationships, support business growth, and scale BPO operations.

Who We're Looking For:
• You have a Bachelor’s or Master’s degree in Business Administration, Supply Chain, Logistics, or a related field.

• You have hands-on experience in a B2B environment, ideally in Call Centres or Customer Service. Having experience in logistics, e-commerce, or within a start-up setting is a plus.

• You demonstrate strong analytical and strategic thinking skills, with the ability to interpret data, generate actionable insights, and deliver measurable outcomes that improve customer satisfaction and operational performance.

• You have solid MS Office skills, with an emphasis on Excel/Tableau for data analysis and reporting. Experience of end-to-end system integration is a plus.

• You excel at stakeholder and account management, effectively handling multiple customers and internal partners simultaneously while maintaining strong organization and prioritization.

• You are highly adaptable and resilient, thriving in fast-paced environments where priorities shift frequently, and you solve problems effectively with a hands-on, solution-oriented approach.

• You are a proactive self-starter with strong communication skills, able to engage stakeholders effectively and anticipate challenges to address issues before escalation.

• You are fluent in English; proficiency in additional European languages (German, Portuguese, Spanish, French) is a plus.

What we offer:
• Pet-friendly office environment.

• Discounts on our products.

• Health insurance, including dental.

• 24 vacation days.

• A multicultural and international work environment.

• Company events that are actually enjoyable and build meaningful connections.

• Ownership, trust, and support from day one to grow your career.

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!