Customer Excellence Manager

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 knowledge of working with CRMs, helpdesks, project management tools, & solutions.
• You have exceptional interpersonal a...