Operations Account Manager

About the role

Emma – The Sleep Company is seeking an Operations Account Manager to lead B2B retail operations across its European offline supply chain. You will act as the primary business partner for multiple retailer accounts, ensuring smooth day‑to‑day processes and driving continuous improvement.

Key responsibilities

• Manage Operations Account Management business partner accounts across the offline supply chain in Europe.
• Oversee daily retail B2B operations for multiple retailer accounts, ensuring tasks are completed efficiently and accurately.
• Collaborate with offline teams to identify and implement workflow, structure, and retailer experience improvements.
• Map existing procedures and maintain SOP documentation to support high performance and scalability.
• Conduct regular operational account performance reviews, aligning on goals, KPIs, and action plans with internal and external stakeholders.
• Develop and maintain strong relationships with business partners to ensure alignment of outputs with stakeholder objectives.
• Lead ad‑hoc operational projects, process enhancements, and client‑specific initiatives.

Required profile

• Hands‑on experience in a B2B environment, preferably logistics, e‑commerce, marketplaces or a start‑up.
• Strong analytical and problem‑solving abilities, comfortable working with data.
• Ability to manage multiple accounts and diverse stakeholder relationships simultaneously.
• Adaptable and resilient in a fast‑paced, dynamic environment.
• Excellent organizational skills with a focus on documenting and optimizing processes.
• Proactive approach to resolving operational issues before they escalate.

Required skills

• Microsoft Office Suite (Excel, PowerPoint, Word)
• Tableau for basic data analysis and reporting
• Electronic Data Interchange (EDI)