Customer Excellence Manager (Mandarin-speaking)

We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day. 

  

You will be responsible for overseeing and improving the interactions between Emma and its customers to ensure satisfaction and loyalty.

You will focus on analyzing customer feedback, enhancing service processes, and ensuring seamless customer journeys across all touchpoints.

You will focus on building strong relationships with stakeholders, maximizing customer satisfaction, and driving long-term retention and growth by acting as the point of contact for customer service-related concerns.

You will analyze performance data, identify trends, and collaborate on CX projects that deliver measurable results.

You will manage Capacity and Data concerns for the customer service team and own the data function and reporting metrics.

You have knowledge of working with CRMs, helpdesks, project management tools, & solutions.

You have exceptional interpersonal and customer service skills.

You have excellent communication and collaboration abilities to drive alignment across teams and stakeholders.

You are passionate about providing our customers with the best experience before and after sales to convert them into ambassadors.

You must be proficient in Chinese/Mandarin (spoken and written) and must be currently residing in the Philippines