B2B Operations Account Lead (Maternity Cover)

Portugal·LisbonFixed Term Contract – Full Timelead

OtherAccount Lead

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Overview

Ready to lead, disrupt and reinvent the sleep industry? 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 35 markets and more than 15 retail stores across Europe.

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Ready to lead, disrupt and reinvent the sleep industry?

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 35 markets and more than 15 retail 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. 

As our Operations Account Lead for Offline Europe, you will lead a team managing day-to-day B2B retail operations across multiple retailer accounts. This role sits at the intersection of account operations, order-to-delivery coordination, retailer performance, process improvement, and stakeholder management.

Altough this is a fixed-term role (12 month contract), we encourage high performance and value internal growth. Should opportunities arise within the company that align with your skills and experience, we’re open to discussing potential horizontal moves based on business needs and performance throughout the year.

Lead the Operations Account Management team for the Offline European market, setting clear objectives, coaching team members, and building a culture of accountability and continuous improvement.

Coach and develop team members through regular 1:1s, clear goal-setting, direct feedback, and structured performance follow-ups, ensuring the team consistently delivers against priorities and performance targets.

Drive day-to-day B2B retail operations across multiple retailer accounts, ensuring smooth execution, clear ownership, and high-quality delivery.

Own the full retailer account lifecycle, from onboarding to ongoing tracking, reporting, operational performance management, and improvement actions.

Monitor operational KPIs and retailer performance, identifying root causes behind delays, delivery issues, process gaps, or recurring escalations, and driving the right corrective actions.

Coordinate closely with internal teams across Offline, Supply Chain, Logistics, Customer Excellence, Finance, and Tech to solve operational blockers and improve execution.

Run regular operational reviews with internal teams and external retail partners to align on priorities, resolve issues, and identify improvement opportunities.

Build and maintain strong retailer relationships, ensuring team output consistently meets partner needs and stakeholder expectations.

Define and improve operational processes, workflows, and reporting routines to increase efficiency, visibility, and retailer experience.

Lead ad-hoc projects and initiatives, from process enhancements to client-specific programs, with a bias for action and delivery

A direct, people-first leader who builds trust, sets clear expectations, and holds the team accountable to performance.

Experience leading or coordinating teams in B2B operations, retail operations, order management, supply chain, logistics, customer logistics, or account operations, ideally with exposure to physical products, order-to-delivery flows, issue resolution, and performance follow-up.

Strong understanding of operational execution for physical products, ideally across order-to-delivery, retailer/customer support, delivery coordination, issue resolution, or performance follow-up.

Comfortable managing multiple accounts, workflows, and stakeholders at the same time, knowing which topics need immediate action and which can be structured for later.

Process-oriented but hands-on, able to design operational frameworks while still getting into the details when needed.

Strong stakeholder management skills, with confidence communicating with internal teams and external partners.

Comfortable operating in ambiguity, making decisions with the information available and moving forward without waiting for perfect conditions.

Data-literate, with strong Excel and/or Tableau skills for reporting, tracking, and performance analysis.

Fluent in English; additional European languages (German, Portuguese, Spanish, or French) are a strong advantage.

Ideally available from June 1st of 2026.

Pet-friendly office environment.

Discounts on our products.

Health insurance, including dental.

24 vacation days.

A multicultural and international work environment.

Company events that are actually enjoyable and build meaningful connections.

Ownership, trust, and support from day one to grow your career.

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.  