10d 16h ago
Senior Customer Excellence Performance Manager
Emma – The Sleep Company·Operations · Consumer Goods
🏢Hybrid
|Lisbon, Portugalanalyticsproject_management
Senior Customer Excellence Performance Manager
Emma – The Sleep Company | Operations | Consumer Goods
Hybrid
Full Time
Portugal, Lisbon
Position:
Senior Customer Excellence Performance Manager
Company:
Emma – The Sleep Company
Location:
Portugal, Lisbon
Employment type:
Permanent – Full Time
Work Arrangement:
Hybrid
Short Summary:
Join Emma's Customer Excellence team as a Senior Performance Manager for B2B, acting as the primary CE point of contact for external partners, ensuring a governed and continuously improved customer experience.
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, patterns and root causes.
- Root Cause Analysis: Diagnose underlying drivers of performance issues, quantify business impact, and frame problems clearly.
- Stakeholder Collaboration: Bridge between partner reality and internal teams, aligning on corrective actions and process clarity.
- Process Improvement: Lead initiatives in the B2B scope from SOP definition to rollout and training.
- Escalation Management: Assess high-complexity partner escalations and ensure appropriate routing.
- Documentation: Maintain partner-specific process documentation for usability by BPO teams, KAMs, and partner contacts.
Requirement:
- B2B Experience: Proven background in performance, operations, or customer excellence roles in B2B environments.
- Stakeholder Management: Comfortable navigating complex relationships with external partners and internal teams.
- Analytical: Ability to derive structured root cause hypotheses from raw data.
- Problem Framing: Distinguish between symptoms and root causes, define success criteria, and assign ownership.
- Multilingual: Fluent in English; knowledge of other European languages is a plus.
- Project Management: Experience managing initiatives and coordinating across teams.
- Data-Driven: Experience using data for decisions; familiarity with CRM tools is advantageous.
- Process Improvement: Exposure to Lean, Six Sigma, Kaizen, or similar methodologies is a plus.
Benefits:
- Responsibility and decision-making authority from day one.
- Opportunity to work on challenging tasks for professional growth.
- Private Health Insurance and 24 vacation days per year, with 1 extra day for each year worked (up to 29 days).
- 22 remote days per quarter policy, with offices in Parque das Nações, Lisbon.
- Work in a pet-friendly office and participate in exciting company events.
Senior Customer Excellence Performance Manager
Company:
Emma – The Sleep Company
Location:
Portugal, Lisbon
Employment type:
Permanent – Full Time
Work Arrangement:
Hybrid
Short Summary:
Join Emma's Customer Excellence team as a Senior Performance Manager for B2B, acting as the primary CE point of contact for external partners, ensuring a governed and continuously improved customer experience.
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, patterns and root causes.
- Root Cause Analysis: Diagnose underlying drivers of performance issues, quantify business impact, and frame problems clearly.
- Stakeholder Collaboration: Bridge between partner reality and internal teams, aligning on corrective actions and process clarity.
- Process Improvement: Lead initiatives in the B2B scope from SOP definition to rollout and training.
- Escalation Management: Assess high-complexity partner escalations and ensure appropriate routing.
- Documentation: Maintain partner-specific process documentation for usability by BPO teams, KAMs, and partner contacts.
Requirement:
- B2B Experience: Proven background in performance, operations, or customer excellence roles in B2B environments.
- Stakeholder Management: Comfortable navigating complex relationships with external partners and internal teams.
- Analytical: Ability to derive structured root cause hypotheses from raw data.
- Problem Framing: Distinguish between symptoms and root causes, define success criteria, and assign ownership.
- Multilingual: Fluent in English; knowledge of other European languages is a plus.
- Project Management: Experience managing initiatives and coordinating across teams.
- Data-Driven: Experience using data for decisions; familiarity with CRM tools is advantageous.
- Process Improvement: Exposure to Lean, Six Sigma, Kaizen, or similar methodologies is a plus.
Benefits:
- Responsibility and decision-making authority from day one.
- Opportunity to work on challenging tasks for professional growth.
- Private Health Insurance and 24 vacation days per year, with 1 extra day for each year worked (up to 29 days).
- 22 remote days per quarter policy, with offices in Parque das Nações, Lisbon.
- Work in a pet-friendly office and participate in exciting company events.
Required Skills
analyticsproject_management
Required Languages
🇬🇧 English
Key competency: Operations