Senior Operations Account Manager (12-month Fixed Term)

Senior Operations Account Manager (12-month Fixed Term) Frankfurt Fixed Term Contract – Full Time Offline Supply Chain Ready to lead, disrupt and reinvent the sleep industry?   We are Emma – The Sleep Company. Founded in 2015, we’ve become the world’s largest D2C sleep brand, available in over 35 countries with more than 25 stores across Europe. Recommended by leading consumer associations in EMEA, APAC, and the Americas, we develop the best sleep comfort products that empower our customers to awaken their best every day.     At Emma, we are a community of smart, driven people, united by a strong culture of collaboration, teamwork, and knowledge sharing. We think big, take ownership, and are empowered to drive meaningful impact. Through hands-on experience, mentorship, and continuous learning, we drive our own growth and learning. With Emmies from over 60 nationalities and offices across multiple regions, our diverse perspectives enrich our workplace culture. Ready to shape the future of sleep with us? Let’s make it happen! As a Senior Operations Account Manager, you will take a key role in managing the Operations Account Management business partner accounts for the B2B Supply Chain in the BENEDACH market. You will not only ensure efficient and effective account operations but also serve as a role model, trainer, and knowledge-sharing expert within the team.  What You’ll Do: • Lead the day-to-day retail B2B operations across multiple retailer accounts, ensuring precision and efficiency in task execution, with KPIs focused on operational efficiency and account performance. • Mentor junior team members, sharing best practices and insights to enhance team performance, aligning with organizational goals and improving team KPIs. • Collaborate with B2B Teams and stakeholders to drive continuous improvement in workflows, team structures, and retailer experience, contributing to operational excellence and sales team expansion. • Map existing procedures and maintain SOP documentation, leading process optimization initiatives to enable scalable operations, while tracking process improvements through performance metrics. • Conduct regular operational performance reviews and strategic meetings with internal teams, external partners, and business stakeholders, aligning on goals, KPIs, and action plans to drive performance and service delivery. • Build and maintain strong relationships with business partners, ensuring team output aligns with stakeholder goals, operational standards, and contributing to business growth. • Lead ad-hoc operational projects and client-specific initiatives, serving as an expert in operational best practices, industry trends, and experience with EDI, channel engines, and API integrations. • Proficient in Microsoft Office Suite, with strong emphasis on Excel/Tableau for data analysis, reporting, and performance tracking against established KPIs. Who We're Looking For: You have a Bachelor’s or Master’s degree in Business Administration, Supply Chain, Logistics, or a related field. You have hands-on experience in a B2B environment, ideally in Call Centres or Customer Service. Having experience in logistics, e-commerce, or within a start-up setting is a plus. You demonstrate strong analytical and strategic thinking skills, with the ability to interpret data, generate actionable insights, and deliver measurable outcomes that improve customer satisfaction and operational performance. You have solid MS Office skills, with an emphasis on Excel/Tableau for data analysis and reporting. Experience of end-to-end system integration is a plus. You excel at stakeholder and account management, effectively handling multiple customers and internal partners simultaneously while maintaining strong organization and prioritization. You are highly adaptable and resilient, thriving in fast-paced environments where priorities shift frequently, and you solve problems effectively with a hands-on, solution-oriented approach. You are a proactive self-starter with strong communication skills, able to engage stakeholders effectively and anticipate challenges to address issues before escalation. You are fluent in English; proficiency in additional European languages (German, Portuguese, Spanish, French) is a plus.