We are Emma – The Sleep Company. Founded in 2015, we have grown into the world’s largest direct-to-consumer (D2C) sleep brand, with a presence in over 20 markets and more than 35 Emma stores across Europe.
Our mission is simple: to develop sleep comfort products that empower our customers to awaken their best every day. Today, our products are trusted by millions and recommended by leading consumer associations worldwide.
It’s our people who bring this mission to life. At Emma, you’ll join a driven, international team that values ownership, collaboration, and continuous knowledge sharing. With colleagues from over 70 nationalities, we combine diverse perspectives with a shared ambition to learn, grow, and create lasting impact, together.
Ready to awaken your best with us?
What you´ll do:
- Partner Governance: Own structured governance calls with B2B partners, design insight-driven agendas, share performance trends and align on corrective actions.
- Performance Monitoring: Track CE KPIs (SLA, CPI, FCR, CSAT/PSAT) across B2B channels weekly; identify deviations, patterns and root causes.
- Root Cause Analysis: When performance issues emerge, go beyond the surface. Diagnose the underlying drivers, quantify the business impact, and frame the problem clearly so the right team can deliver the right fix.
- Stakeholder Collaboration: Be the bridge between partner reality and internal teams. Work closely with KAM, OAM, Refunds, Logistics and BPO partners to align on corrective actions and process clarity.
- Process Improvement: Lead assigned initiatives in the B2B scope end-to-end, from SOP definition and piloting through to rollout, training and post-mortem.
- Escalation Management: Assess high-complexity partner escalations (legal threats, CEO-level cases), ensure appropriate routing
- Documentation: Capture and maintain partner-specific process documentation, ensuring SOPs are usable by BPO teams, KAMs and partner contacts independently.
Who we´re looking for:
- B2B Experience: Proven background in a performance, operations or customer excellence role with significant exposure to B2B, partner or wholesale environments.
- Stakeholder Management: Comfortable navigating complex relationships with external partners (distributors, marketplace accounts, franchise operators) and internal cross-functional teams simultaneously.
- Analytical: Able to move from raw CRM and operational data to structured root cause hypotheses and clear business impact without needing a data analyst to translate.
- Problem Framing: Distinguishes between symptoms and root causes, defines binary success criteria, and assigns clear ownership.
- Multilingual: Fluent in English. Knowledge of other European languages (German, French, Spanish, Portuguese, Dutch) is a strong plus given our market footprint.
- Project Management: Comfortable running phased initiatives, managing timelines and coordinating across teams without direct authority.
- Data-Driven: Experience using data to drive decisions and improvements. Familiarity with CRM tools (Sprinklr, Shopify, Fluent or equivalent) in a B2B context is advantageous.
- Process Improvement: Exposure to Lean, Six Sigma, Kaizen or similar methodologies is a plus.
What we offer:
- Responsibility and decision-making authority from your first day
- The opportunity to work on challenging tasks that contribute to your professional growth
- Work independently and as part of a dedicated, international team
- Private Health Insurance and 24 vacations days per year, with 1 extra day per year worked (until a limit of 29 days per year)
- 22 remote days per quarter policy, with offices in Parque das Nações, Lisbon.
- Work with and learn from experts in diverse fields
- Get to know your team members at our exciting company events
- Working from a pet-friendly office
We are on a mission to become No.1 in the world of sleep, and we’re looking for driven, ambitious people to help us shape what’s next. If you’re curious, hands-on, and ready to challenge the status quo, you’ll find the space here to make things happen and create real impact.
We are proud to be an equal opportunity employer and are committed to building an inclusive workplace. We celebrate diversity and consider all qualified applicants regardless of 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 within a few days. Due to the high volume of applications, there may be slight delays, but we’ll get back to you as soon as possible.
Skills Required
- Proven B2B experience in performance, operations, or customer excellence roles
- Strong stakeholder management with external partners and internal cross-functional teams
- Analytical ability to extract insights from CRM and operational data and quantify business impact
- Problem framing skills: distinguish root causes, define success criteria, assign ownership
- Fluent in English
- Knowledge of other European languages (German, French, Spanish, Portuguese, Dutch)
- Project management experience running phased initiatives and coordinating across teams without direct authority
- Data-driven decision making experience
- Familiarity with CRM tools such as Sprinklr, Shopify, Fluent or equivalent
- Exposure to process improvement methodologies (Lean, Six Sigma, Kaizen)
What We Do
We are Emma – The Sleep Company. We revolutionise sleep by pushing the boundaries of what technology can do for rest. Our aim is to awaken people's best by enhancing their sleep. We are one of Europe’s fastest-growing sleep innovation companies with 1000 + team members, representing over 65 nationalities at our international offices in Frankfurt, Lisbon, Manila, Mexico City and Bucharest. Our work culture is built on strong values promoting community, agility, and ownership. Growth and excellence in all areas are important to us, which is why we offer our team members opportunities to unlock their full potential professionally and personally. 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
