Senior Customer Excellence Process Manager

Há 3 dias

Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro

Social network you want to login/join with:

Senior Customer Excellence Process Manager, LisboaClient:

Emma – The Sleep Company

Location:

Lisboa, Portugal

Job Category:

Other

-$0-0/monthly

EU work permit required:

Yes

Job Views:

4

Posted:

23.03.2025

Expiry Date:

07.05.2025

Job Description:

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

#J-18808-Ljbffr

  • Senior Customer Excellence Process Manager

    Há 5 dias

    Lisboa, Lisboa, Portugal Emma 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...

  • Senior Customer Excellence Process Manager

    Há 5 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...

  • Process Excellence Manager

    Há 5 dias

    Lisboa, Lisboa, Portugal Emma Tempo inteiro

    About UsWe are a community of smart, driven people united by a strong culture of collaboration, teamwork, and knowledge sharing.Our goal is to drive meaningful impact through hands-on experience, mentorship, and continuous learning.We are seeking a highly skilled Senior Service Delivery Specialist to optimize and standardize customer service processes.This...

  • Process Excellence Manager

    Há 5 dias

    Lisboa, Lisboa, Portugal Emma Tempo inteiro

    Job DescriptionCompany OverviewWe are Emma – The Sleep Company, a leading player in the sleep industry. With over 30 countries and various consumer associations across EMEA, APAC, and the Americas, we're pushing the boundaries of technology to transform the world of sleep.Job SummaryWe're seeking an experienced Senior Process Excellence Manager to lead our...

  • Senior Process Excellence Manager

    Há 4 dias

    Lisboa, Lisboa, Portugal TN Portugal Tempo inteiro

    Social network you want to login/join with:Senior Process Excellence Manager, LisbonClient:EmmaLocation:Lisbon, PortugalJob Category:OtherEU work permit required:YesJob Reference:c90e273edd56Job Views:3Posted:15.03.2025Expiry Date:29.04.2025Job Description:Ready to lead, disrupt and reinvent the sleep industry? We are Emma – The Sleep Company. Created in...

  • Senior Process Excellence Manager

    2 semanas atrás

    Lisboa, Lisboa, Portugal TN Portugal Tempo inteiro

    Social network you want to login/join with:Senior Process Excellence Manager, LisbonClient:EmmaLocation:Lisbon, PortugalJob Category:OtherEU work permit required:YesJob Reference:c90e273edd56Job Views:3Posted:15.03.2025Expiry Date:29.04.2025Job Description:Ready to lead, disrupt and reinvent the sleep industry? We are Emma – The Sleep Company. Created in...

  • Operations Excellence Manager

    Há 2 dias

    Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro

    We are seeking an experienced Operations Excellence Manager to join our team. As a Process Manager in the Customer Excellence Process & Platform Team, you will be responsible for designing and optimizing customer service processes to improve operational efficiency and enhance customer experience.Your role will involve analyzing key performance metrics,...

  • Senior Process Excellence Manager, Lisboa

    2 semanas atrás

    Lisboa, Lisboa, Portugal Grabjobs Tempo inteiro

    Senior Process Excellence Manager, LisboaClient: Emma – The Sleep CompanyLocation: Lisboa, PortugalJob Category: OtherSalary: -$0-0/monthlyEU work permit required: YesJob Views: 3Posted: 06.03.2025Expiry Date: 20.04.2025Job Description:Ready to lead, disrupt and reinvent the sleep industry? We are Emma – The Sleep Company. Created in 2013, we are now the...

  • Customer Excellence Performance Manager

    Há 3 dias

    Lisboa, Lisboa, Portugal Grabjobs Tempo inteiro

    .Social network you want to login/join with:Customer Excellence Performance Manager, LisboaClient:Emma – The Sleep CompanyLocation:Lisboa, PortugalJob Category:Other-$0-0/monthlyEU work permit required:YesJob Views:5Posted:16.03.2025Expiry Date:30.04.2025Job Description:Ready to lead, disrupt and reinvent the sleep industry?We are Emma – The Sleep...

  • Senior Process Excellence Manager

    Há 20 horas

    Lisboa, Lisboa, Portugal Buscojobs Portugal Tempo inteiro

    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...

  • Senior Process Excellence Manager

    3 semanas atrás

    Lisboa, Lisboa, Portugal Emma Tempo inteiro

    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...

  • Senior Process Excellence Manager

    3 semanas atrás

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

    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...

  • Senior Process Excellence Manager

    Há 4 dias

    Lisboa, Lisboa, Portugal Phiture Tempo inteiro

    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...

  • Excellence Transformation Manager

    Há 4 dias

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

    Salary: We offer a competitive salary package to attract and retain top talent in the field of process excellence.Job DescriptionWe are seeking an experienced Process Excellence Manager to join our team in Lisbon. As a key member of our Wholesale and Retail department, you will be responsible for driving process improvements across various departments.

  • Customer Excellence Performance Manager

    Há 7 dias

    Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro

    Social network you want to login/join with:Customer Excellence Performance Manager, LisboaClient:Emma – The Sleep CompanyLocation:Lisboa, PortugalJob Category:Other-$0-0/monthlyEU work permit required:YesJob Views:5Posted:16.03.2025Expiry Date:30.04.2025Job Description:Ready to lead, disrupt and reinvent the sleep industry?We are Emma – The Sleep...

  • Operational Excellence Manager

    Há 4 dias

    Lisboa, Lisboa, Portugal Randstad II - Prestação de Serviços, Limitada Tempo inteiro

    Randstad II - Prestação de Serviços, Limitada is seeking an Operational Excellence Manager to join our Global Business Services (GBS) team. As an Operational Excellence Manager, you will be responsible for driving process improvements and implementing best practices across all overhead functions. You will work closely with local BOS teams to identify...

  • Customer Excellence Performance Manager

    4 semanas atrás

    Lisboa, Lisboa, Portugal Emma Sleep Gmbh Tempo inteiro

    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...

  • Operational Excellence Manager

    Há 6 dias

    Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro

    Join us at GrabJobs as a Operational Excellence Manager and play a key role in driving process improvements across the organization. The ideal candidate will have strong leadership skills and be able to motivate teams to achieve exceptional results.About the Role:The Operational Excellence Manager will be responsible for leading process improvement...

  • Operations Excellence Manager

    Há 4 dias

    Lisboa, Lisboa, Portugal Phiture Tempo inteiro

    Drive Business Growth through Process ExcellenceWe're Emma – The Sleep Company, a global leader in the D2C sleep industry. Our goal is to revolutionize the way people sleep. We need a seasoned Sr. Process Excellence Manager to drive business growth by optimizing our processes.Key ResponsibilitiesDevelop a deep understanding of our current processes and...

  • Senior Operations Manager

    2 semanas atrás

    Lisboa, Lisboa, Portugal Michael Page Portugal Tempo inteiro

    Our client is looking for a Senior Operations Manager.Client Details The Senior Operations Manager will oversee and optimize operations within the Debt Management Plan Department in Lisbon, managing around 100 staff. Key responsibilities include enhancing customer service, implementing digital communications, improving financial collections and cross-sales,...