Senior Team Lead Offline Operations

at  Emma The Sleep Company

WHAT WE’RE LOOKING FOR:

• Lead and grow Offline Operations & Customer Service team for Europe, ensuring seamless day-to-day execution across multiple markets.
• Lead offline customer service team across Europe including BPO management, process steering & performance.
• Lead and coordinate the operational activities of team leads, including operations account management, relationship building with partners, order management & outsourcing activities.
• Monitor, assess, and enhance offline operations and service performance, driving improvements across all teams.
• Conduct regular performance reviews for retailer accounts with internal and external stakeholders.
• Drive process improvements in collaboration with global teams, ensuring best practices are adopted.
• Manage relationships with external contact centers, improving service standards and operational efficiency.
• Analyze contact center metrics to implement quality improvements and develop further services.
• Lead training initiatives to align team efforts with brand standards and ensure consistent product knowledge.

Please refer the Job description for details