Customer Excellence Performance Manager

Ready to lead, disrupt and reinvent the sleep industry?

We are Emma – The Sleep Company. Created in 2013, we are now the world's largest D2C sleep brand, available in over 30 countries and recommended by many consumer associations in EMEA, APAC, and the Americas. We're pushing the boundaries of technology to transform the world of sleep and we want your help to pull it off.

We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We focus on how we approach problems, we chase growth, and set ambitious goals. Want your ideas to have an impact and your career to grow? Then Emma is the right place for you.

About the Role

This is an exciting opportunity to join Emma and our Customer Excellence team. You will be responsible for taking our customer experience to the next level. You will be driving performance in one of our markets, and help to make all our customers, happy customers. You will be crucial for Emma’s growth by maximizing customer retention and lifetime value. 🚀 

As a Customer Excellence Analyst, you’ll be at the forefront of our mission to elevate customer satisfaction. Your analytical expertise and stakeholder management skills will be a key factor in driving impactful changes across our organization.

What you'll do:

• Data-Driven Insights: Dive deep into customer data tools like Tableau. Uncover trends and spikes that drive our decision-making process.




• Root Cause Investigation: When trends emerge, you won’t stop at the surface. You’ll dig deeper, pinpointing the root causes behind customer issues. Your findings will be the catalyst for positive change.




• Stakeholder Collaboration: You’ll be the bridge between data and action. Collaborate with cross-functional teams, including contact centers, business development, supply chain, and process teams. Your ability to communicate insights effectively will be key.




• Customer Advocacy: Be the voice of our customers within the company. Advocate for their needs, ensuring their concerns are heard and addressed promptly.




• Performance Reporting: Present your findings to senior management. Your reports will drive strategic decisions and operational improvements.




• Balancing Standardization and Tailoring: Enhance the customer experience across various channels. Strive for consistency while adapting solutions to country-specific nuances.

Who we are looking for:

• Multilingual: Fluent in English (knowledge of other languages like Spanish, French, Swedish, German or Dutch, is a plus).




• Educational Background: Holds a bachelor’s degree in a relevant field.




• Stakeholder Management: Comfortable partnering with diverse internal and external stakeholders.




• Empathetic and Detail-Oriented: You go the extra mile to understand customer pain points and ensure their needs are met.




• Data-Driven: Experience using data and anecdotal evidence to drive improvements. Familiarity with SQL, Power BI, Power Query, or Tableau is advantageous.




• Prioritization Expert: Juggling multiple tasks? No problem. You excel at prioritizing and delegating effectively.




• Continuous Improvement Champion: Exposure to Lean, Six Sigma, Kaizen, or similar methodologies is a plus.

What we offer:

• Discounts on our top-notch products;
• Health insurance including dentist; 
• 24 days holidays/year +1 day/year at Emma (máx. 29 days); 
• Pet-friendly environment, where you can bring your furry desk buddy; 
• The opportunity to collaborate with multinational teams; 
• All the tools you need to grow and ownership from the beginning. 




If you’re ready to make an impact and amplify the customer voice, we’d love to hear from you. Join us on our journey to create exceptional experiences for every customer! 🌟

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!