Emma – The Sleep Company

Operations

• Own end-to-end operational and customer service performance for South Korea, including fulfilment, delivery, returns, and after-sales support
• Lead RFQ and vendor-selection projects for logistics, warehousing, and service partners
• Manage supplier, warehouse, and logistics partner onboarding and performance using business reviews, SLAs, and corrective actions
• Monitor inventory availability and fulfilment, delivery, and returns exceptions; investigate root causes and coordinate corrective and preventive actions
• Support inventory reconciliation and month-end processes; review invoices, challenge discrepancies, and identify cost-saving opportunities
• Act as the primary contact for customer service concerns and escalations, driving timely resolution
• Analyse customer feedback, contact drivers, complaint patterns, and operational and service-performance data
• Manage customer service capacity planning, workload forecasts, staffing requirements, backlog health, service coverage, dashboards, and reporting metrics
• Lead cross-functional Operations and Customer Excellence projects improving SOPs, CRM and helpdesk workflows, system processes, reporting, and automation

Operations and Customer Excellence Manager

Influencer Marketing

• Manage and optimize partner relationships in the country
• Develop and expand the influencer network to drive sales and strengthen brand credibility
• Recruit and onboard new influencers through different channels
• Ensure strong brand fit and create engaging content that drives customer action and conversion
• Negotiate and manage contract structures with partners, ensuring profitability and long-term value
• Analyze content and performance data to evaluate campaign effectiveness
• Continuously optimize campaigns for maximum ROI
• Own and grow influencer marketing revenue month-on-month
• Collaborate with local and global marketing teams and agencies
• Ensure alignment with business goals, smooth communication, and a high-performing partner ecosystem

Influencer Marketing Intern, French Speaker

Accounts Payable

• Support Emma Transcent and EMM operations by assisting with daily processes, vendor status checks, and Jira ticket handling
• Create, review, and process payment proposals bi-weekly
• Perform daily payment processing activities
• Monitor SCF vendor invoices and follow up with relevant stakeholders
• Assist with vendor reconciliations to ensure record alignment
• Participate in regular team meetings for coordination, progress tracking, and operational updates

Accounts Payable Intern, Global

Manager

• Develop Emma's franchise network in Germany and ensure its success
• Define and drive a lead generation strategy to identify and attract qualified franchise candidates in the German market
• Manage internal and external stakeholders, including internal teams, prospective franchisees, legal partners, and real estate partners
• Build market mastery and ownership, including local dynamics, competition, catchment areas, and expansion potential
• Develop a strategic franchise network expansion plan covering legal, financial, operational, and marketing aspects
• Negotiate franchise agreements and build trusted, long-term partner relationships
• Demonstrate high performance and leadership as an inspirational example for team members

Expansion Manager

• Develop Emma's franchise network in France and ensure its success
• Lead the transition of an existing network of 30 stores from a distributor model to a franchise model
• Define and drive a lead generation strategy to identify and attract qualified franchise candidates in the French market
• Manage internal and external stakeholders throughout the development and conversion process
• Build market mastery and ownership of the French market, including local dynamics, competition, catchment areas, and expansion potential
• Develop a strategic plan for franchise network expansion and conversion covering legal, financial, operational, and marketing aspects
• Negotiate franchise agreements and build trusted, long-term partner relationships
• Demonstrate high performance and leadership as an inspirational example for team members

Marketing

• Join the Dutch Team to bring the marketing strategy to life
• Optimize and localize advertisements
• Deliver high-quality projects in a timely manner
• Identify and structure key challenges and action plans to strengthen Emma's brand preference
• Develop project plans with an agile and results-oriented approach
• Communicate and manage project task statuses with different teams
• Work with different marketing channels and assess project impact

Marketing Intern, Dutch Speaker

Business Operations

• Manage own projects in ecommerce operations in an ecommerce market
• Link operations teams—including customer service, warehouse, delivery, and planning—with an ecommerce market team
• Centralize information and ensure a smooth supply chain
• Investigate, escalate, and follow through on operational issues until resolved
• Monitor customer experience metrics including NPS, return rates, and Trustpilot
• Monitor operations metrics including stock health, OTIF, and forecast accuracy
• Identify improvement opportunities
• Regularly report customer experience and operations performance internally
• Receive support from a senior team member for professional and personal development

Business Operations Intern, Italian Speaker

Strategy

• Manage own category management projects in one Ecommerce market
• Monitor online product sales, track product performance, and identify growth opportunities
• Share product insights with marketing teams to support impactful and efficient campaigns
• Analyze the sleeping-products market, including trends, customer behavior, and competition
• Suggest customer-experience improvements based on customer feedback
• Receive support from a senior team member for professional and personal development

Operations and Customer Excellence Manager

Influencer Marketing Intern, French Speaker

Accounts Payable Intern, Global

Expansion Manager

Expansion Manager

Marketing Intern, Dutch Speaker

Business Operations Intern, Italian Speaker

Business Strategy Intern, French Speaker