B2B Operations Account Team Lead (12-month Fixed Term)

Emma Matratzen GmbH

Job Overview

Location

Lisbon

Job Type

Full-time

Full Job Description

📋 Description

• Lead a cross-functional team responsible for managing day-to-day B2B retail operations across multiple retailer accounts in Offline Europe.
• Coordinate end-to-end order-to-delivery processes for retail partners, ensuring timely fulfillment, accurate inventory allocation, and seamless logistics execution.
• Monitor and analyze retailer performance metrics, identifying trends, bottlenecks, and opportunities for operational improvement.
• Serve as the primary point of contact for key retail stakeholders, building strong relationships and aligning on operational expectations, delivery timelines, and service standards.
• Drive process optimization initiatives to enhance efficiency, reduce errors, and improve scalability across B2B retail operations.
• Collaborate with internal teams including logistics, customer service, finance, and marketing to ensure alignment on retail account priorities and execution.
• Track and report on key operational KPIs including on-time delivery rates, order accuracy, return rates, and inventory turnover for retail partners.
• Proactively identify and resolve operational issues impacting retailer satisfaction or fulfillment performance.
• Support the implementation of new retail partnerships by coordinating onboarding activities, system integrations, and operational handovers.
• Maintain accurate documentation of retail account processes, agreements, and performance benchmarks for internal reference and audit readiness.
• Contribute to strategic planning for offline retail expansion by providing data-driven insights on retailer performance and operational capacity.
• Ensure compliance with retailer-specific requirements, including labeling, packaging, and reporting standards across all European markets.
• Foster a culture of ownership, collaboration, and continuous learning within the operations team through regular feedback, knowledge sharing, and performance reviews.
• Adapt quickly to changing retail demands, seasonal fluctuations, and evolving market conditions across 35+ European markets.
• Support internal growth initiatives by actively participating in company-wide projects and expressing interest in future roles aligned with performance and business needs.

🎯 Requirements

• Proven experience leading a team in B2B retail operations or account management
• Strong understanding of end-to-end order-to-delivery processes in a D2C or retail environment
• Experience managing multiple retailer accounts across international markets
• Demonstrated ability to analyze operational KPIs and drive process improvements
• Excellent stakeholder management and communication skills in a multicultural environment
• Fluency in English; additional European language is a plus

🏖️ Benefits

• Opportunity to work with a globally recognized D2C sleep brand present in over 35 markets
• Exposure to a diverse, international team of over 70 nationalities
• Potential for internal mobility and career growth within Emma after the 12-month contract
• Collaborative, ownership-driven culture focused on continuous learning and impact

Skills & Technologies

Senior

Onsite

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Emma Matratzen GmbH

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About Emma Matratzen GmbH

Emma Matratzen GmbH is a German sleep-products company that designs, manufactures and sells mattresses, pillows and bedroom accessories direct-to-consumer online and through retail partners. Founded in 2013, the business uses vacuum-packed foam and hybrid mattress technology, operates across more than 30 countries and has received multiple consumer awards for product quality and customer service. The company is headquartered in Frankfurt am Main and maintains additional offices in Lisbon and Manila, focusing on data-driven product development and global e-commerce logistics.

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