Ready to lead, disrupt and reinvent the sleep industry?
We are Emma – The Sleep Company. Created in 2013, we are now the world's largest D2C sleep brand, available in over 30 countries and recommended by many consumer associations in EMEA, APAC, and the Americas. We're pushing the boundaries of technology to transform the world of sleep and we want your help to pull it off.
We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We focus on how we approach problems, we chase growth, and set ambitious goals. Want your ideas to have an impact and your career to grow? Then Emma is the right place for you.
What You'll Do:
- As a Customer Excellence Team Lead, you will play a pivotal role in shaping and executing strategies that enhance customer experience and drive business success.
- This leadership position involves managing a dynamic team, overseeing key projects, and collaborating across functions to ensure smooth operations and impactful outcomes. Your contributions will directly influence several APAC markets and a diverse customer base.
- Team Development & Leadership: Build and develop the Customer Excellence Team by fostering a culture of self-reliance, accountability, and excellence. Empower team members to make data-driven decisions and own their areas of responsibility. Provide mentorship and strategic guidance to enhance team capabilities and performance.
- Customer Excellence Projects: Lead initiatives to continuously refine and optimize pre-sales and post-sales strategies, ensuring a seamless end-to-end customer journey. Drive projects that address customer needs and improve satisfaction while aligning with business goals.
- Cross-Functional Collaboration: Partner with various departments, including marketing, sales, operations, and product teams, to ensure cohesive customer strategy implementation. Act as a liaison to align customer-focused initiatives with broader organizational priorities.
- Revenue Growth & Operational Efficiency: Identify and initiate high-impact projects to improve revenue streams, reduce costs, and enhance operational efficiency. Leverage data analytics and insights to propose and implement innovative solutions.
- Global Market Impact: Oversee and manage projects with a global reach, directly influencing customer strategy across 30+ markets. Ensure tailored strategies address the unique needs of diverse customer segments across regions.
Who We're Looking For:
- You have proven experience in leading cross-functional teams and customer-centric projects.
- You have strong analytical and strategic thinking skills with a focus on delivering measurable results.
- You have excellent communication and collaboration abilities to drive alignment across teams and stakeholders.
- You have a track record of successfully managing complex projects in a global or multi-market environment.
- You have knowledge of customer experience, pre-sales, and post-sales processes is highly desirable.
- You have knowledge on customer analytics tools, data interpretation, CRM systems, SQL, Customer Experience (CX) optimization CX platforms, journey mapping, digital marketing & e-commerce regional platforms, retention tools, revenue growth & cost optimization software, pricing optimization, APAC regulatory compliance, local payment systems, and customer support tools.
- This role is ideal for someone passionate about customer success, adept at leading teams, and motivated to create a significant impact on a global scale.
Become an Emmie
Emma is transforming the world of sleep - and we want the highest-performing people to help us pull it off. We want you. But only if you're willing to go all in. Only if you're willing to question, disrupt, innovate, and create from the ground up.
We proudly celebrate 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.
Our aim is to get back to you in a couple of days, however, we are currently receiving a large number of applications and this might lead to a delay in the process. We will get back to you as soon as possible!