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Emma – The Sleep Company logo
Emma – The Sleep Company

Posted 8 days ago

Open

Customer Excellence Performance Manager (12M fixed-term)

LisbonHybrid

AI Summary

Manages day-to-day relationships between Emma and its store network, acting as a liaison between store operations and internal CS, logistics, and operations teams. Monitors performance, resolves issues, and drives continuous improvement across the store network.

About this role

Ready to lead, disrupt and reinvent the sleep industry?

We are Emma – The Sleep Company. Founded in 2015, we have grown into the world’s largest direct-to-consumer (D2C) sleep brand, with a presence in over 20 markets and more than 35 Emma stores across Europe. 

Our mission is simple: to develop sleep comfort products that empower our customers to awaken their best every day. Today, our products are trusted by millions and recommended by leading consumer associations worldwide. 

It’s our people who bring this mission to life. At Emma, you’ll join a driven, international team that values ownership, collaboration, and continuous knowledge sharing. With colleagues from over 70 nationalities, we combine diverse perspectives with a shared ambition to learn, grow, and create lasting impact, together. 

Ready to awaken your best with us?


This is a great entry point into Emma's Customer Excellence team for someone who understands retail from the inside. As a Customer Excellence Performance Manager, you will support the day-to-day relationship between Emma and our store network, acting as the connective tissue between what happens on the store floor and what our CS, operations and logistics teams need to know to fix it.

What you´ll do:

  • Store Support & Relationship Management: Be a reliable point of contact for your assigned stores. Respond to day-to-day queries, flag issues early, and make sure store managers feel heard and supported. Build trust through consistency, not just escalation management.
  • Store Intelligence & Feedback Loops: Contact reason deep dives to understand what's happening on the floor, what are customer complaints at point of sale, delivery and returns friction. Translate what you hear and see into structured feedback for internal teams.
  • Performance Tracking: You'll monitor CE performance, identify patterns and flag issues early, and work cross-functionally with CS, logistics, operations and refunds teams to make sure problems get resolved and don't repeat.
  • Support continuous improvement: You'll contribute to process documentation, help roll out fixes that worked in one store to the wider network, and support the team with more complex escalations as you grow into the role.

    • Who we´re looking for:

  • Store floor experience. You know what a busy store looks like, what frustrates a store team, and how decisions get made at store level. This is the foundation everything else builds on.
  • Customer-first instinct. You care when something goes wrong for a customer or a store team. You follow up. You close the loop. You don't leave things open.
  • Clear communicator. You can explain a problem simply to people who weren't there when it happened. You don't need everything to be perfect before you communicate.
  • Organised and reliable. Store managers and internal teams should be able to count on you to do what you said you'd do, when you said you'd do it.
  • Curious about data. Comfortable with basic data and performance tracking. Experience with Excel or basic CRM tools is a plus.
  • Collaborative by nature. This role touches CS, logistics, operations and store teams. You need to be someone people want to work with, not just escalate to.
  • Language skills. Fluent English required. Any additional European language - German, French, Spanish, Portuguese, Dutch - is a genuine advantage given our market footprint.

    • What we offer:

  • Pet-friendly office environment.
  • Discounts on our products.
  • Health insurance, including dental.
  • 24 vacation days.
  • A multicultural and international work environment.
  • Company events that are actually enjoyable and build meaningful connections.
  • Ownership, trust, and support from day one to grow your career.

    • Skills

    CRM ToolsCustomer ServiceEscalation ManagementExcelLogistics CoordinationOperations SupportPerformance TrackingProcess Documentation

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