Senior Customer Experience Excellence Manager

Há 3 dias


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

We are Emma – The Sleep Company, a leading D2C sleep brand that's been making waves since 2015. Our products are available in over 35 countries, with more than 25 stores across Europe, and we're recommended by top consumer associations globally.

As a Process Manager in our Customer Excellence Process & Platform Team, you'll be the mastermind behind designing, optimizing, and standardizing customer service processes to improve operational efficiency and enhance customer experience.

You'll work closely with cross-functional teams 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.

Key Responsibilities:
  • Optimize Customer Service Processes - Design efficient workflows that improve service quality, reduce handling time, and enhance the overall customer journey.
  • Drive Contact Reduction Initiatives - Identify root causes of customer inquiries and address them through automation, self-service solutions, proactive communication, and process improvements.
  • Analyze Performance Metrics - Track and interpret key customer support KPIs (e.g., contact per order, resolution time, escalation rates) to drive continuous improvement.
  • Cross-Functional Collaboration - Liaise between Customer Excellence, Product Tech, and Supply Chain Operations to ensure process changes align with business needs and technical capabilities.


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