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Performance Excellence Manager

1 semana atrás

Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro
About the Role

We are seeking a talented Customer Excellence Performance Manager to join our team at Emma – The Sleep Company.

This is an exciting opportunity to drive performance in one of our markets and help make all our customers happy customers. You will be responsible for taking our customer experience to the next level by maximizing customer retention and lifetime value.

As a key member of our Customer Excellence team, you will work closely with cross-functional teams to uncover trends and spikes that drive our decision-making process. Your analytical expertise and stakeholder management skills will be crucial in driving impactful changes across our organization.

The ideal candidate will have a strong background in data analysis, stakeholder management, and customer advocacy. They will be comfortable working in a fast-paced environment and have excellent communication skills to effectively present their findings to senior management.

If you're ready to make an impact and amplify the customer voice, we'd love to hear from you.

Key Responsibilities:
  • Data-Driven Insights: Dive deep into customer data tools like Tableau to 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.
  • 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.
  • 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.