(Junior) Project Manager - Customer Excellence and Operations

Ready to lead, disrupt and reinvent the sleep industry? We are Emma – The Sleep Company. Created in 2013, we are now the world's largest D2C sleep brand, available in over 30 countries and recommended by many consumer associations in EMEA, APAC, and the Americas. We're pushing the boundaries of technology to transform the world of sleep and we want your help to pull it off.We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We focus on how we approach problems, we chase growth, and set ambitious goals. Want your ideas to have an impact and your career to grow? Then Emma is the right place for you.What you'll doYou will lead projects to continuously develop new/further project and process.You will define contracts and service level agreements (SLA) incl. negotiation with partners.You will analyze the relevant metrics incl. quality management by creating reports to improve processes and participate in management meetings.You will define global contact center location and partner strategy.You will develop our Customer Excellence Team by being self-reliant in making decisions concerning your area.You will work cross-functionally with other teams to ensure smooth running of customer service operations. (Marketing, Product Developments, Operation Excellence)You will work in an international environment.You will keep in mind all our final customers (Clients, Retailers, Shops... - B2C - B2B)Who we're looking forYou are graduated or soon will be of a Bachelor or Master, in the Management, Project Management. Or you are motivated and willing to learn.You have experience in areas of project management , customer excellence, business development or operations.You are at ease with data, excel and the office tools. Tableau is a plus.You already have an experience in management, consulting, even start up.You know how to drive a project from A to Z on your own and identifying the right stakeholders.You are fluent in English and ideally in Portuguese or Spanish. You are good at identifying problem and even better at solving them.You want to be challenged and to challenge others and give your opinion.You are open-minded and curious.Ideally, you can spot any sort of opportunities and turn them into companywide projects. What we offerPart of the wonderful Emma team operating in the Lisbon office.A full autonomy from day one, we will always be there to give you advice when needed.The opportunity to collaborate with multinational teams.The possibility to build up your network with experts, key accounts partners and stakeholders all over EuropeA friendly environment in our Lisbon office. Your dog can join as well! All the tools you need to build up your project and to reach your targets.Opportunities to grow and become stronger.Always something to do, to learn. We swap team often to share best practices