Senior Customer Excellence Manager - B2B
Emma – The Sleep CompanyLisbon, Portugal
Posted April 13, 2026
Full Time
About the Company
Emma is a direct-to-consumer sleep brand with a presence in over 35 markets and more than 15 retail stores across Europe.
Job Description
Emma, The Sleep Company, is seeking a Senior Customer Excellence Manager to manage and optimize external BPO partnerships across the B2B department. The ideal candidate will have a background in BPO management, contact center operations, and performance governance frameworks.
Requirements
- Bachelor's/Master's in Business Administration, Operations Management, Supply Chain, or a related field
- Proven hands-on experience managing BPO or outsourced vendor relationships
- Strong command of contact centre operations, including workforce management, quality assurance, and performance governance frameworks
- Fluent in English, with proficiency in additional European languages (German, Portuguese, Spanish, or French) being a plus
Benefits
- Private Health Insurance
- 24 vacations days per year, with 1 extra day per year worked (until a limit of 29 days per year)
- Flexible hybrid setup with up to 22 remote days per quarter
- Modern, pet-friendly office in Parque das Nações, Lisbon