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Training & Enablement Manager (Customer Excellence)

CDI
Lisbon
Salaire : Non spécifié
Télétravail non autorisé

Emma - The Sleep Company
Emma - The Sleep Company

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Descriptif du poste

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 ensure the definition of key customer service readiness requirements for the launch of new Emma products/services and business models with our category managers, development teams and customer service in multiple markets
  • You will ensure that the customer service market teams are ready and able to provide world class customer support for the launch of new products/services and features across our global customer service organization.
  • You will foster strong relationship with teams across Emma, leading and influencing others effectively to achieve cross-functional alignment on goals and successful launch execution
  • You will perform needs analyses using available data and evaluate results to continuously improve readiness 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 eg within product development and category management 
  • You will collaborate effectively to develop knowledgebase content and organize training where you ‘train the trainers’ 
  • You will develop and roll out innovative e-learning standards, methods, learning platforms, best practices
  • You will establish processes, tools, and tracking/reporting mechanisms to streamline and simplify launch preparations and readiness. Thereby support our global learning and quality management swarm and category management teams.
  • Coordinate mentorship programs for new customer solutions specialists 
  • 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 area
  • You demonstrated experience with launch 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 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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