Senior Customer Excellence Performance Manager

Job description

**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 an exciting opportunity to join Emma's Customer Excellence team at a moment of real strategic ambition. As a Senior Performance Manager for B2B, you will be the primary CE point of contact for our external partner ecosystem ensuring that partner-facing customer experience is governed, diagnosed and continuously improved. You will sit within the Customer Experience and Performance function and work at the intersection of performance diagnosis, cross-functional alignment and partner collaboration. Your primary stakeholders are the B2B partners themselves, KAM's and operational teams . Your ability to navigate complex partner relationships, frame performance problems clearly, and drive structured improvement cycles will be central to this role. ### What you´ll do: - **Partner Governance:** Own structured governance calls with B2B partners, design insight-driven agendas, share performance trends and align on corrective actions. - **Performance Monitoring:** Track CE KPIs (SLA, CPI, FCR, CSAT/PSAT) across B2B channels weekly; identify deviations, patterns and root causes. - **Root Cause Analysis:** When performance issues emerge, go beyond the surface. Diagnose the underlying drivers, quantify the business impact, and frame the problem clearly so the right team can deliver the right fix. - **Stakeholder Collaboration:** Be the bridge between partner reality and internal teams. Work closely with KAM, OAM, Refunds, Logistics and BPO partners to align on corrective actions and process clarity. - **Process Improvement:** Lead assigned initiatives in the B2B scope end-to-end, from SOP definition and piloting through to rollout, training and post-mortem. - **Escalation Management:** Assess high-complexity partner escalations (legal threats, CEO-level cases), ensure appropriate routing - **Documentation:** Capture and maintain partner-specific process documentation, ensuring SOPs are usable by BPO teams, KAMs and partner contacts independently. ### Who we´re looking for: - **B2B Experience:** Proven background in a performance, operations or customer excellence role with significant exposure to B2B, partner or wholesale environments. - **Stakeholder Management:** Comfortable navigating complex relationships with external partners (distributors, marketplace accounts, franchise operators) and internal cross-functional teams simultaneously. - **Analytical:** Able to move from raw CRM and operational data to structured root cause hypotheses and clear business impact without needing a data analyst to translate. - **Problem Framing:** Distinguishes between symptoms and root causes, defines binary success criteria, and assigns clear ownership. - **Multilingual:** Fluent in English. Knowledge of other European languages (German, French, Spanish, Portuguese, Dutch) is a strong plus given our market footprint. - **Project Management:** Comfortable running phased initiatives, managing timelines and coordinating across teams without direct authority. - **Data-Driven:** Experience using data to drive decisions and improvements. Familiarity with CRM tools (Sprinklr, Shopify, Fluent or equivalent) in a B2B context is advantageous. - **Process Improvement:** Exposure to Lean, Six Sigma, Kaizen or similar methodologies is a plus. ### What we offer: - Responsibility and decision-making authority from your first day - The opportunity to work on challenging tasks that contribute to your professional growth - Work independently and as part of a dedicated, international team - Private Health Insurance and 24 vacations days per year, with 1 extra day per year worked (until a limit of 29 days per year) - 22 remote days per quarter policy, with offices in Parque das Nações, Lisbon. - Work with and learn from experts in diverse fields - Get to know your team members at our exciting company events - Working from a pet-friendly office