Emma – The Sleep Company

Customer Excellence Manager

Reposted Yesterday

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Manila, First District NCR, National Capital Region, PHL

Hybrid

Mid level

Information Technology • Manufacturing

The Role

Lead and improve customer interactions and journeys, analyze feedback and performance data, manage capacity and reporting for the service team, collaborate with stakeholders on CX projects to boost satisfaction, retention, and long-term growth.

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!

What You'll Do

You will be responsible for overseeing and improving the interactions between Emma and its customers to ensure satisfaction and loyalty.
You will focus on analyzing customer feedback, enhancing service processes, and ensuring seamless customer journeys across all touchpoints.
You will focus on building strong relationships with stakeholders, maximizing customer satisfaction, and driving long-term retention and growth by acting as the point of contact for customer service-related concerns.
You will analyze performance data, identify trends, and collaborate on CX projects that deliver measurable results.
You will manage Capacity and Data concerns for the customer service team and own the data function and reporting metrics.

Who We're Looking For

You have knowledge of working with CRMs, helpdesks, project management tools, & solutions.
You have exceptional interpersonal and customer service skills.
You have excellent communication and collaboration abilities to drive alignment across teams and stakeholders.
You are passionate about providing our customers with the best experience before and after sales to convert them into ambassadors.

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

Crms

Data Reporting

Helpdesk Software

Project Management Tools

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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