We identify the most important, critical
need for Emma at the moment, we take it up
as a project, and we build up a plan around it:
how do we want to optimize it and improve
it for the future to make it much more
scalable and stable?

Ready to lead, disrupt and reinvent the sleep industry?
We are Emma – The Sleep Company. One of Europe's fastest-growing startups, we are now the world's leading D2C sleep brand. In 2020 our revenue grew from €150 to €405 million.  We're pushing the boundaries of technology to transform the world of sleep. And we want your help to pull it off.
But Emma isn't for everyone. We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We don't want average, we want high-performers who chase growth and set ambitious goals. Want your ideas to have impact and your career to grow? Then Emma is the right place for you.

What you'll do

  • You will be responsible for the Emma customer excellence global quality process and conduct end-to-end quality assurance audits on a global/market/partner level to implement means of continuous improvement.
  • You will be a core member of the Learning & Quality Management team, working together with our markets on quality readiness to provide excellence in customer success and engagement.
  • You will foster a strong relationship with teams across Emma, leading and influencing others effectively to achieve cross-functional alignment on customer excellence knowledge and quality goals.
  • You will perform needs analyses using available data and evaluate results to continuously improve customer excellence standards and ensure a high level of customer experience and satisfaction.
  • You will represent the voice of the customer in several cross-functional and agile squads by conducting quality calibrations between markets, contact center partners and different cross-team stakeholders.
  • You will manage partnership between Emma and our external quality management partners & service providers
  • You will create and analyze quality reports to support Emma enhance performance of quality and customer satisfaction KPI. 

Who we're looking for

  • You are fluent in English. Experiences in German, French, Dutch/ other languages are an advantage.
  • You are passionate about customer satisfaction and sleep tech products
  • You gained at best first practical working experience in a customer service/success/excellence/engagement area
  • You demonstrated experience with quality management from in-time implementation to continuous improvement
  • You have excellent project management and organization skills
  • You have experience aligning diverse stakeholders to manage risk and lead change in fast-moving environments.
  • You are an open-minded team player
  • You have analytical skills and learn quickly
  • You like to take on responsibility and can work independently

What we offer

  • A combination of personal and company growth to accelerate your career and help you reach your goals.
  • The chance to work on exciting and challenging projects either independently or as part of a dedicated, international team.
  • Responsibility and decision-making authority from day one—you'll create an impact with new, innovative ideas and help shape our company DNA.
  • To work and learn from experts in diverse fields and get to know your team members at exciting company events.

Become an Emmie
At Emma, you'll be joining a highly ambitious company on a global mission to lead, disrupt and reinvent the sleep industry. Ready to work hard and help us get there? Directly apply through our application portal and become part of our exceptional team.
Emma proudly celebrates diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability or age.

Information regarding COVID-19: Your application will continue to be processed as usual by our recruiting team. All interviews take place via video call or phone.

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