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Senior Team Lead Offline Operations

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Emma – The Sleep Company

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • Quick Apply

AI generated summary

  • You have retail operations experience, strong leadership skills, and a track record in cross-functional team coordination. You excel in analytics, stakeholder management, and problem-solving.
  • You will lead the Offline Operations team, manage BPOs, drive performance improvements, oversee training, analyze metrics, and enhance customer service across Europe.

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 is the primary role of the Senior Team Lead Offline Operations?

The primary role involves leading and growing the Offline Operations & Customer Service team for Europe, ensuring seamless day-to-day execution across multiple markets.

What experience is required for this position?

Candidates should have significant experience in managing retail operations, ideally within e-commerce, logistics, or a dynamic, fast-paced environment.

Is fluency in languages other than English necessary for this role?

While fluency in English is required, additional language skills, such as German, Portuguese, or Spanish, would be a strong asset.

What kind of projects will I be working on?

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

Are there opportunities for professional growth in this role?

Yes, the position offers a combination of personal and company growth to accelerate your career and help you reach your goals.

What responsibilities will I have regarding external partnerships?

You will manage relationships with external contact centers, improving service standards and operational efficiency.

Will I be involved in the training of team members?

Yes, you will lead training initiatives to align team efforts with brand standards and ensure consistent product knowledge.

How does the company foster a high-performance culture?

The company fosters a high-performance culture through excellent leadership, mentoring, and encouraging team leads while driving process improvements and operational efficiency.

Will I have decision-making authority in this position?

Yes, you will have responsibility and decision-making authority from day one, allowing you to create an impact with new, innovative ideas.

Can I expect regular performance evaluations in this role?

Yes, conducting regular performance reviews for retailer accounts with internal and external stakeholders is an integral part of the role.

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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.