Senior Customer Excellence Manager B2B

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:
You are responsible for overseeing and improving the interactions between Emma and its customers to ensure satisfaction and loyalty. You foster long-term relationships with our customers through reliable, well-informed support, and empathetic service. 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 have a university degree in Business Administration, Supply Chain, Logistics, or a related field. You are customer centric, you understand the needs and pain points of the customers and find ways to solve the problems. 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 are highly organized and comfortable managing multiple accounts and diverse stakeholder relationships simultaneously. You thrive in a dynamic and fast paced environment, demonstrating high level of adaptability and resilience to effectively manage and excel in situations where priorities are constantly evolving. You have strong analytical with a focus on delivering data-driven, measurable results. You have excellent communication skills to interact effectively with internal and external stakeholders. You are highly organized with strong project management skills, and a sharp eye for detail. 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 demonstrate strong problem-solving skills and are not afraid to get hands-on to resolve issues. You are a proactive self-starter who take initiative to anticipate and address potential issues before they escalate. 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!