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.
- You will work on ideating, executing, and owning projects across the entire customer journey to improve overall customer service.
Who We're Looking For
- You have at least 5 years of experience in Customer Experience (CX), Customer Service, or a related leadership role, with a proven track record of driving performance improvements.
- You bring hands-on experience managing India-based customer service operations and understanding regional processes and dynamics.
- You have successfully led end-to-end customer journey optimization initiatives, improving both operational efficiency and customer satisfaction.
- 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.
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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
