Senior Customer Excellence Process Manager

Há 3 dias

Lisboa, Lisboa, Portugal Emma – The Sleep Company Tempo inteiro

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

As a Process Manager in the Customer Excellence Process & Platform Team, you will be responsible for designing, optimizing, and standardizing customer service processes to improve operational efficiency and enhance customer experience. You will work closely with Customer Excellence, Product Tech, and Supply Chain Operations to streamline workflows, reduce customer effort, and drive initiatives that lower contact per order. Your role will involve analyzing key performance metrics, identifying inefficiencies, and implementing scalable solutions that align with business goals.

What you'll do
  • Optimize & Standardize Customer Service Processes – Design and implement efficient workflows that improve service quality, reduce handling time, and enhance the overall customer journey.
  • Drive Contact Reduction Initiatives – Identify and address root causes of customer inquiries by leveraging automation, self-service solutions, proactive communication, and process improvements.
  • Analyze & Report Performance Metrics – Track and interpret key customer support KPIs (e.g., contact per order, resolution time, escalation rates) to drive continuous improvement.
  • Collaborate Across Teams – Act as a key liaison between Customer Excellence, Product Tech, and Supply Chain Operations, ensuring that process changes align with business needs and technical capabilities.
  • Document & Communicate Best Practices – Develop and maintain clear process documentation, training materials, and SOPs to ensure consistency and scalability across markets.
Who we are looking for
  • 3+ years of experience in process management, customer operations, or a related field.
  • Strong analytical skills with experience in data-driven decision-making and process optimization methodologies (e.g., Lean, Six Sigma).
  • Ability to manage cross-functional projects, balancing stakeholder needs and operational goals.
  • Experience in customer service, logistics, or e-commerce operations is a plus.
  • Proactive, solution-oriented mindset with excellent communication and problem-solving skills.
What we offer
  • Pet-friendly environment, where you can bring your furry desk buddy;
  • Discounts on our top-notch products;
  • Health insurance including dentist;
  • 24 days holidays / year +1 day/year at Emma (máx. 29 days);
  • The opportunity to collaborate with multinational teams;
  • Exciting events that aren't just team-building exercises but opportunities to create epic memories;
  • All the tools you need to grow and ownership from the beginning.

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

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