Senior Customer Excellence Performance Manager

Hybrid

Posted 2 months ago

Operations EU

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?

Take the next step in your career journey

Apply Now

About the job

Posted on: Aug 7, 2026
Job type: Full-time
Location: LisbonHybrid

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