Brand and Customer Experience Manager - Japan

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! We’re looking for a strategic and creative Brand & CX Manager to lead the development and execution of Emma’s brand experience across every touchpoint. This role will oversee Brand and creative direction, UX design, and customer experience initiatives to ensure a seamless, inspiring, and differentiated brand journey, from first impression to post-purchase engagement.

What you'll do

• Work with global team to define and maintain Emma's brand guidelines across all channels and platforms
• Oversee creative development for campaigns, product launches, and always-on content
• Collaborate with internal teams and agencies to deliver high-impact visual and storytelling assets
• Lead UX strategy and work closely with product, design, and development teams to improve usability and on-site experience
• Identify and address CX pain points across the customer journey, from website to support to post-purchase
• Translate brand values into concrete actions that elevate Emma’s customer experience
• Analyze CX / UX metrics (, NPS, CSAT, bounce rate, session time) and use insights to improve performance
• Champion customer-centric thinking across departments

Who we're looking for

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!