Senior Customer Excellence Performance Manager

About the role

Emma Sleep is the world's largest direct-to-consumer sleep brand, founded in 2015, with operations spanning over 20 markets and more than 35 stores across Europe. The company develops sleep comfort products designed to help customers wake up feeling their best every single day. This Senior Customer Excellence Performance Manager will play a central role in driving performance and quality standards across the entire customer experience function. You will join a diverse, international team composed of colleagues from over 70 nationalities that deeply values ownership, collaboration, and ongoing knowledge sharing. The company's products are trusted by millions of users and recommended by leading consumer associations worldwide, reflecting the strong reputation Emma has built in the sleep industry.

Key facts

What you'll do

• Lead the development and execution of customer excellence strategies that align with the company's overall business objectives and growth targets.
• Monitor and analyze key performance indicators related to customer satisfaction scores, service quality benchmarks, and operational efficiency across all touchpoints.
• Partner with cross-functional teams including marketing, product, and operations to identify meaningful opportunities for improving the end-to-end customer journey.
• Design and implement comprehensive performance frameworks that measure the effectiveness of customer-facing operations and service delivery standards.
• Coach and mentor customer service teams to consistently elevate service quality, drive continuous improvement, and foster a culture of excellence.
• Translate complex customer feedback and quantitative data insights into clear, actionable recommendations that inform strategic decisions at the leadership level.
• Oversee the systematic rollout of best practices and standardized processes to ensure consistency in customer excellence across all European markets.
• Collaborate closely with store operations and regional teams to guarantee a uniform, high-quality customer experience in every physical location.
• Track, analyze, and report on customer metrics on a regular basis, presenting detailed findings and trends to senior stakeholders and executives.
• Champion a culture of personal ownership, accountability, and teamwork within the customer excellence function to sustain high engagement levels.
• Develop and maintain relationships with external partners and service providers to support customer experience initiatives and continuous improvement efforts.
• Identify emerging customer needs and market trends, proactively proposing new programs or enhancements to stay ahead of evolving expectations.

Requirements

• Proven experience in customer experience management, service quality assurance, or a closely related professional field with measurable results.
• Strong analytical skills with the demonstrated ability to interpret complex performance data and derive meaningful, actionable insights from raw metrics.
• Excellent written and verbal communication abilities, paired with strong interpersonal skills for effective cross-functional and international collaboration.
• Substantial experience leading teams, managing projects, or driving initiatives in a fast-paced, growth-oriented business environment with competing priorities.
• Solid familiarity with direct-to-consumer business models and online retail e-commerce operations, including an understanding of the D2C customer lifecycle.
• Demonstrated ability to independently design, build, and implement performance measurement and evaluation frameworks that drive tangible business outcomes.
• A consistently proactive mindset with a strong personal focus on continuous improvement, creative problem-solving, and operational efficiency.
• Genuine comfort working in a multicultural setting with colleagues from over 70 different nationalities and diverse professional backgrounds.
• Track record of successfully managing stakeholder relationships and influencing decision-making across multiple levels of an organization.
• Ability to balance strategic thinking with hands-on execution, ensuring that high-level goals are translated into practical, day-to-day actions.

Nice to have

• Prior experience in the sleep, wellness, or home furnishings industry is a strong plus and highly valued.
• Knowledge of multiple European markets and a solid understanding of regional customer expectations and cultural nuances.
• Familiarity with customer relationship management platforms, survey tools, and analytics dashboards used to track service performance.
• Experience managing vendor or agency relationships related to customer experience improvement initiatives and service delivery partnerships.

Skills & tools

• Performance management and KPI tracking methodologies for measuring customer service outcomes and operational effectiveness.
• Customer journey mapping and experience design techniques to identify pain points and optimization opportunities.
• Data analysis and reporting using spreadsheets and visualization platforms to communicate insights clearly to stakeholders.
• Project management frameworks and methodologies for coordinating cross-functional initiatives with multiple workstreams.
• Coaching and team development practices for building and sustaining high-performing service teams.
• Survey and feedback analysis tools for systematically measuring customer satisfaction and identifying areas for improvement.

Practical notes

• This role is based in Lisbon and requires regular on-site presence at the Emma Sleep office location.
• As a permanent full-time position, it offers stability and long-term career growth within a rapidly expanding international company.
• Emma Sleep operates across more than 20 markets worldwide, so occasional travel or coordination with international teams may be expected as part of the role.
• The company was founded in 2015 and has grown to over 35 stores across Europe, reflecting its remarkable and rapid expansion in the sleep industry.
• The team values a collaborative working style where knowledge sharing and mutual support are integral to daily operations.