Strategic Customer Experience Manager

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 to pull it off.  We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We focus on how we approach problems, we chase growth, and set ambitious goals. Want your ideas to have an impact and your career to grow? Then Emma is the right place for you.

This is what you’ll do:

• You will make sure that every aspect of the customer service, customer experience, and customer analytics are tackled following our team’s strategy.
• You will be responsible for the reporting and monitoring one of our countries Customer service , also ensuring a smooth communication between Emma and our Contact Centre.
• You will be responsible for the reporting and project management in Portugal of our customer analytics team, sharing knowledge and defining new projects based on feedback.
• You will work on improving the customer experience on our different channels together with the team.
• You will make independent decisions that are within your field of work.

This is what you’ll bring us:

• You are fluent in English (any other languages is a plus: French, Danish, Swedish, German, Dutch, Polish)
• You have a bachelor’s degree in a relevant subject.
• You are empathetic, meticulous, and willing to push the ‘extra-mile’ to put the customer at the centre of our decision
• You like to take responsibility and can work independently 

This is what we offer:

• Responsibility and decision-making authority from your first day
• The opportunity to work on challenging tasks that contribute to your professional growth
• Work independently and as part of a dedicated, international team
• The opportunity to help shape our company culture
• Make an impact initiating new ideas
• Work with and learn from experts in diverse fields
• Get to know your team members at our exciting company events

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!