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emma-sleep·1 day ago

Senior Customer Excellence Performance Manager

Lisbon, PortugalHybridFull-timeMid · 5-8 yearsH1B likely

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 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.

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