Account Operations Lead

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**:

- Lead the Operations Account Management team for the Offline Europe market, ensuring effective partner account management.
- Provide guidance, support, and mentorship to team members to help them meet individual and team goals.
- Monitor team performance, deliver feedback, and conduct regular reviews with clear objective setting.
- Oversee day-to-day B2B retail operations across multiple accounts, ensuring timely task execution.
- Develop and execute operational strategies and procedures that drive high performance and engagement.
- Manage all operational aspects of retailer accounts, including onboarding, tracking, and performance reporting.
- Conduct regular meetings with internal teams and retail partners to align on goals and improve service.
- Collaborate with Offline Teams to identify workflow improvements and enhance operational excellence.
- Build and maintain strong relationships with retailers, aligning team output with their evolving needs.
- Serve as a key liaison between internal stakeholders and ensure alignment on priorities and progress.
- Lead ad-hoc projects, operational process improvements, and initiatives tailored to specific clients.

**Who we're looking for**:

- Hands-on experience in a B2B environment, ideally within logistics, e-commerce, or a start-up setting.
- Highly organized and capable of managing multiple accounts and diverse stakeholder relationships simultaneously.
- Thrive in dynamic, fast-paced environments with strong adaptability and resilience amid shifting priorities.
- Motivated by leadership opportunities and enjoy developing and empowering teams toward shared success.
- Excellent communication skills for effective interaction with both internal and external stakeholders.
- Proactive self-starter who anticipates and addresses potential issues before they escalate.
- Strong problem-solving skills with a hands-on approach to resolving challenges.
- Proficient in MS Office, particularly Excel and Tableau for data analysis and reporting.
- Fluent in English; additional proficiency in European languages (German, Portuguese, Spanish, French) is a plus.

**What we offer**:

- Personal and company growth to accelerate your career and achieve your goals.
- Work on exciting, challenging projects independently or with a dedicated international team.
- Responsibility and decision-making from day one to drive impact and shape our company culture.
- Learn from experts and connect with teammates at engaging company events.
- Confidential mental wellbeing support with personalized sessions and self-guided programs.
- Access to live group sessions and coaching that build resilience and foster a positive team environment.
- A pet-friendly office to make your workday more enjoyable.

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.