Last Mile & Reverse Logistics Manager – Southern Europe

About the role

Emma – The Sleep Company is seeking a proactive leader to own and evolve the end‑to‑end delivery experience for its Southern Europe cluster. Based in Lisbon, you will shape both outbound last‑mile operations and inbound reverse‑logistics, ensuring a seamless, cost‑efficient, and high‑quality experience for millions of customers.

Key responsibilities

• Take full ownership of last‑mile and reverse‑logistics performance across the Southern Europe cluster, driving service excellence, cost efficiency, and scalability.
• Manage and develop a network of delivery and reverse‑logistics partners, setting clear KPIs, governance structures, and continuous‑improvement initiatives.
• Lead operational improvements by identifying inefficiencies, conducting root‑cause analyses, and implementing scalable solutions to boost delivery success rates and customer satisfaction.
• Own capacity planning and forecasting for both delivery and returns, ensuring readiness for peak periods and alignment with demand trends.
• Continuously evaluate and optimise network design, including carrier allocation, routing logic, and partner footprint.
• Act as the primary interface with internal teams such as S&OP, Transportation, Warehousing, and Customer Experience to align priorities and execution.

Required profile

• Proven experience in managing last‑mile and reverse‑logistics operations at a regional or multi‑country level.
• Strong analytical mindset with the ability to design, optimise, and scale post‑warehouse logistics journeys.
• Excellent stakeholder management skills, capable of influencing external partners and internal cross‑functional teams.
• Comfortable working in a fast‑growing, data‑driven environment and making decisions with a customer‑centric focus.

Required skills

• Capacity planning and forecasting.
• Network design, carrier allocation, and routing optimisation.
• KPI definition, monitoring, and performance governance.
• Root‑cause analysis and continuous‑improvement methodologies.