Sleep Industry Excellence Leader

Há 2 dias


Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro

At Emma, we're pushing the boundaries of technology to transform the world of sleep. We're looking for a talented and ambitious individual to join our Customer Excellence team as a Sleep Industry Excellence Leader.

In this role, you will be responsible for driving performance in one of our markets and maximizing customer retention and lifetime value. You will work closely with cross-functional teams to identify areas for improvement and develop strategies to enhance the customer experience.

About the Role:

This is an exciting opportunity to join our team and contribute to our mission of creating exceptional experiences for every customer. As a Sleep Industry Excellence Leader, you will be responsible for analyzing customer data, identifying trends and spikes, and developing actionable insights to inform business decisions.

Responsibilities:

  • Data Analysis: Utilize tools like Tableau to analyze customer data and identify trends and opportunities for growth.
  • Root Cause Investigation: Conduct thorough investigations to determine the root cause of customer issues and develop solutions to address them.
  • Stakeholder Collaboration: Work closely with cross-functional teams to ensure that customer needs are met and that solutions are implemented effectively.
  • Performance Reporting: Develop and present regular reports to senior management on customer satisfaction and performance metrics.

Requirements:

  1. Multilingual: Fluent in English (knowledge of other languages is a plus).
  2. Educational Background: Holds a bachelor's degree in a relevant field.
  3. Stakeholder Management: Comfortable partnering with diverse internal and external stakeholders.
  4. Empathetic and Detail-Oriented: Able to understand customer pain points and ensure their needs are met.
  5. Data-Driven: Experienced using data and anecdotal evidence to drive improvements.
  6. Prioritization Expert: Able to prioritize and delegate tasks effectively.


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