Emma – The Sleep Company

Sr. Brand and Customer Experience Manager - Japan

Reposted 5 Days Ago

Be an Early Applicant

Tokyo

Hybrid

Senior level

Information Technology • Manufacturing

The Role

Lead the development and execution of Emma's brand experience, overseeing creative direction, UX design, and customer experience initiatives.

Summary Generated by Built In

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!

We’re looking for a strategic and creative Brand & CX Manager to lead the development and execution of Emma’s brand experience across every touchpoint. This role will oversee Brand and creative direction, UX design, and customer experience initiatives to ensure a seamless, inspiring, and differentiated brand journey, from first impression to post-purchase engagement.

What you'll do

Work with global team to define and maintain Emma's brand guidelines across all channels and platforms
Oversee creative development for campaigns, product launches, and always-on content
Collaborate with internal teams and agencies to deliver high-impact visual and storytelling assets
Lead UX strategy and work closely with product, design, and development teams to improve usability and on-site experience
Identify and address CX pain points across the customer journey, from website to support to post-purchase
Translate brand values into concrete actions that elevate Emma’s customer experience
Analyze CX/UX metrics (e.g., NPS, CSAT, bounce rate, session time) and use insights to improve performance
Champion customer-centric thinking across departments

Who we're looking for

Native Japanese and Fluent in English
7+ years of experience in creative direction, with strong cross-functional leadership.
Strong understanding of digital design, UX principles, and content strategy
Proven ability to manage cross-functional projects and creative teams
Experience working with design tools (Figma, Adobe Suite) and UX testing platforms
Proven track record of using technology for scaling or simplifying processes
Analytical mindset with the ability to turn feedback and data into action
Excellent communication and storytelling skills

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!

Top Skills

Adobe Suite

Figma

Ux Testing Platforms

View all jobs at Emma – The Sleep Company

View Emma – The Sleep Company Profile

Report Job

Am I A Good Fit?

beta

Get Personalized Job Insights.

Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company

Mexico City

1,398 Employees

Year Founded: 2013

What We Do

We are Emma – The Sleep Company. We revolutionise sleep by pushing the boundaries of what technology can do for rest. Our aim is to awaken people's best by enhancing their sleep. We are one of Europe’s fastest-growing sleep innovation companies with 1000 + team members, representing over 65 nationalities at our international offices in Frankfurt, Lisbon, Manila, Mexico City and Bucharest. Our work culture is built on strong values promoting community, agility, and ownership. Growth and excellence in all areas are important to us, which is why we offer our team members opportunities to unlock their full potential professionally and personally. Emma proudly celebrates 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