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Senior Team Lead Offline Operations

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Emma – The Sleep Company

1mo ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
  • Frankfurt
  • Quick Apply

AI generated summary

  • You should have retail operations experience, strong cross-functional leadership, analytical skills, stakeholder management, team development abilities, and be proactive in solving complex challenges.
  • You will lead and grow the Offline Operations & Customer Service team, manage performance, drive improvements, coordinate activities, enhance relationships with partners, and oversee training initiatives.

Requirements

  • You bring significant experience in managing retail operations, ideally within e-commerce, logistics, or a dynamic, fast-paced environment
  • You have a strong track record of leading and coordinating cross-functional teams across multiple markets, ensuring seamless operational execution
  • You are highly analytical, skilled in monitoring key performance metrics and driving process improvements to enhance operational efficiency and service quality
  • You excel at managing external stakeholders, including contact centers, and are adept at building strong, productive relationships to improve service standards
  • You possess excellent leadership skills, with the ability to mentor and develop team leads while driving a high-performance culture
  • You are proactive, hands-on, and thrive in solving complex operational challenges by implementing creative and scalable solutions
  • You are fluent in English; additional language skills (such as German, Portuguese, or Spanish) would be a strong asset

Responsibilities

  • Lead and grow Offline Operations & Customer Service team for Europe, ensuring seamless day-to-day execution across multiple markets
  • Lead offline customer service team across Europe including BPO management, process steering & performance
  • Lead and coordinate the operational activities of team leads, including operations account management, relationship building with partners, order management & outsourcing activities
  • Monitor, assess, and enhance offline operations and service performance, driving improvements across all teams
  • Conduct regular performance reviews for retailer accounts with internal and external stakeholders
  • Drive process improvements in collaboration with global teams, ensuring best practices are adopted
  • Manage relationships with external contact centers, improving service standards and operational efficiency
  • Analyze contact center metrics to implement quality improvements and develop further services
  • Lead training initiatives to align team efforts with brand standards and ensure consistent product knowledge

FAQs

What are the primary responsibilities of the Senior Team Lead Offline Operations?

The primary responsibilities include leading and growing the Offline Operations & Customer Service team for Europe, managing BPO relationships, coordinating operational activities, monitoring and enhancing service performance, conducting performance reviews, driving process improvements, managing external contact center relationships, analyzing metrics for quality improvements, and leading training initiatives.

What qualifications are required for this role?

Significant experience in managing retail operations, ideally within e-commerce or logistics, a strong track record of leading cross-functional teams, strong analytical skills, excellent stakeholder management abilities, strong leadership skills, and fluency in English are required. Additional language skills, such as German, Portuguese, or Spanish, are a strong asset.

Is experience in e-commerce important for this position?

Yes, experience in managing retail operations within e-commerce is ideal for this position, as it involves coordinating operations across a dynamic and fast-paced environment.

What type of team culture does the company foster?

The company fosters a high-performance culture that emphasizes responsibility, decision-making authority, and mentorship opportunities for team leads.

Will I have the opportunity to work independently?

Yes, you will have the chance to work on exciting and challenging projects either independently or as part of a dedicated, international team.

What kind of growth opportunities can I expect in this role?

You can expect a combination of personal and company growth that accelerates your career and helps you reach your professional goals.

Are there opportunities for team development in this role?

Yes, there are opportunities for team development, including leading training initiatives to align team efforts with brand standards and ensure consistent product knowledge.

How does the company support innovation?

The company encourages creating an impact with new, innovative ideas from day one, allowing you to help shape the company DNA.

What kind of projects will I work on?

You will work on exciting and challenging projects that involve leading operational improvements, enhancing customer service standards, and collaborating with global teams.

Are there company events or team-building activities?

Yes, there are exciting company events that allow team members to get to know each other and foster team spirit.

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Emma – The Sleep Company

Awakening people to their full sleep potential. One night at a time.

Manufacturing & Electronics
Industry
1001-5000
Employees
2013
Founded Year

Mission & Purpose

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 representing over 65 nationalities at our international offices in Frankfurt, Lisbon, Manila, and Mexico City. 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.