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Senior Customer Excellence Performance Manager

Emma Sleep Company
Lisbon
•On-site•
Full-time
•
Posted 1 day ago
Operations EU
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Job Description

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.

Responsibilities

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 

    • Ready to Apply?

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