What you will do:
- Data-Driven Insights: Dive deep into customer data tools like Tableau. Uncover trends and spikes that drive our decision-making process.
- Root Cause Investigation: When trends emerge, you won’t stop at the surface. You’ll dig deeper, pinpointing the root causes behind customer issues. Your findings will be the catalyst for positive change.
- Stakeholder Collaboration: You’ll be the bridge between data and action. Collaborate with cross-functional teams, including contact centers, business development, supply chain, and process teams. Your ability to communicate insights effectively will be key.
- Customer Advocacy: Be the voice of our customers within the company. Advocate for their needs, ensuring their concerns are heard and addressed promptly.
- Performance Reporting: Present your findings to senior management. Your reports will drive strategic decisions and operational improvements. You will analyze metrics like customer contacts, average handling time, and overall CS performance for capacity planning and optimization projects.
- Balancing Standardization and Tailoring: Enhance the customer experience across various channels. Strive for consistency while adapting solutions to country-specific nuances.
- Process Optimization: You will be mapping processes with the goal of simplifying, automating, or transforming them completely. Working with cross-functional teams, you will lead the implementation of Customer Communication tech products, or co-creating a custom solution with other Emmies in the team
Who we're looking for:
- You have a university degree
- You have relevant background or experience with lean six sigma
- You have proficiency in data analysis
- You have background, knowledge, or experience with BI platforms such as Power BI and Tableau a plus
- You have an independent and structured way of working.
- You think customer and process oriented.
- You are a communicative team player and have very good English skills.
What we offer:
- A combination of personal and company growth to accelerate your career and help you reach your goals.
- The chance to work on exciting and challenging projects either independently or as part of a dedicated, international team.
- Wellbeing activities
- Hybrid home office policy
- Flexible schedules
- Pet-friendly office
- Monthly salary + pantry & restaurant vouchers
- Benefits higher than the law
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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
