Customer Excellence Manager (Mandarin-Speaking)

Ready to lead, disrupt and reinvent the sleep industry?

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.

At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through hands-on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture. Ready to shape the future of sleep with us? Let's make it happen!

What You'll Do

• 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.

Who We're Looking For

• 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 have knowledge of working with CRMs, helpdesks, project management tools, & solutions.
• You must be proficient in Chinese/Mandarin (spoken and written) and must be currently residing in the Philippines

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!

Upon your consent, we may use artificial intelligence (AI) tools to support parts of the hiring process, such as get the interviews transcript and summarised by AI. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please reach out to [email protected]