Job Description
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!
About The Role:
We are looking for a Reverse Logistics Manager to join our EU Fulfillment team, taking full ownership of all Return to 2nd Life operational flow for our Central Europe Cluster. You will both manage projects and day-to-day operations to ensuring accurate, timely and cost-efficient reserve logistics operations, and above all, guarantee customer satisfaction on returned goods, within the countries of Germany, Switzerland, Austria, Netherlands and Belgium.
You’ll report directly to the Return to 2nd Life Senior Team Lead, whilst coordinating your work with our W2D Central Europe, Process Excellence, Customer Excellence and Network Management teams, constantly aligning with our Ecommerce and Tech & Engineering departments.
What You’ll Do:
- Manage the reverse logistics performance of your cluster, monitoring operational KPIs, cost efficiency, and a great customer experience throughout the returns journey.
- Steer our reverse logistics carriers and partners, secure smooth daily operations, ensure SLA compliance, and build strong, reliable relationships.
- Analyze customer feedback and return‑related complaints, identify root causes, and uncover what truly impacts customer satisfaction.
- Monitor return‑related costs, ensuring accuracy against expectations and flagging inefficiencies or deviations.
- Work together with Tech to automate and improve our processes, reduce manual workload, and create scalable solutions.
- Collaborate with Network Management team to design and optimize the reverse logistics network, selecting partners that balance speed, service, reliability, and cost.
- Document return guidelines, enabling our training and customer support teams to guide customers confidently and clearly initiatives.
Who We’re Looking For:
- You have a Bachelor’s/Master’s Degree in Business, Engineering, Supply Chain or related field.
- You bring 2+ years of experience in Logistics, Operations and Supply Chain.
- Experience in Returns and Reverse Logistics is highly desirable.
- You’re comfortable with discussion about automation, integrations, and low-code tools. Make.com experience is a plus.
- You have a hands-on mentality, strong analytical thinking, and excellent problem-solving abilities.
- Excellent communication skills in English, both written and verbal.
- Great communication and stakeholder management skills.
What We offer:
- Responsibility and decision-making authority from your first day
- The opportunity to work on challenging tasks that contribute to your professional growth
- Work independently and as part of a dedicated, international team
- Private Health Insurance and 24 vacations days per year, with 1 extra day per year worked (until a limit of 29 days per year)
- 22 remote days per quarter policy, with offices in Parque das Nações, Lisbon.
- Work with and learn from experts in diverse fields
- Get to know your team members at our exciting company events
- Working from a pet-friendly office
Become an Emmie
Emma is transforming the world of sleep - and we want the highest-performing people to help us pull it off. We want you. But only if you’re willing to go all in. Only if you’re willing to question, disrupt, innovate, and create from the ground up.
We proudly celebrate diversity. We are an equal-opportunity employer committed to promoting inclusion in our workplace. We consider all qualified applicants for employment without regard to race, ethnic origin, religion or belief, gender, gender identity or expression, sexual orientation, national origin, disability, or age.
Our aim is to get back to you in a couple of days, however, we are currently receiving a large number of applications and this might lead to a delay in the process. We will get back to you as soon as possible!
