Operations Manager (Fulfillment)
Frankfurt
Operations EU – Fulfillment /
Permanent – Full Time /
Hybrid
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 seeking a dynamic and detail-oriented Last Mile Manager to oversee and steer the performance of our last mile operations across the Central Cluster (Germany, Austria, Switzerland, Belgium, Netherlands).
- This role is based in Frankfurt am Main (hybrid), with occasional visits to our warehouse partner and last mile carriers.
- The Last Mile Manager will report directly to the Team Lead Fulfilment Central Cluster.
What you'll do
- Manage and develop the performance of our last mile partners (DPD, GLS, Hermes, PostNL, Dynalogic, etc.), ensuring adherence to SLAs and stability of operations.
- Ensure a cost-effective last mile setup that balances cost efficiency and customer experience.
- Oversee the daily flow of outbound shipments, aligning with carriers and warehouse teams to secure outbound capacities.
- Troubleshoot delivery issues such as delays, missing items, damages, or tracking inconsistencies.
- Support the integration of carriers into our One Hub approach, ensuring smooth transitions during consolidation.
- Own and drive continuous improvement projects with carriers and internal stakeholders.
- Measure and improve logistics KPIs such as OTIF, Lead Times, NPS, Damage Rate.
- Proactively identify bottlenecks and propose solutions to optimize the last mile journey.
- Ensure flexibility in the setup to handle both peak and off-peak volumes efficiently.
- Act as the primary contact for carriers while collaborating closely with warehouse operations, Customer Service, and internal teams (Network Design, Finance, IT).
- Provide data-driven insights and recommendations to management and stakeholders.
- Prepare and present reports on last mile performance, highlighting trends, risks, and opportunities.
- Align with country teams to ensure market-specific needs are covered.
- Understand seasonal and market-specific volume fluctuations and align last mile capacities accordingly.
- Contribute to strategic decisions around carrier setup, packaging guidelines, and new service offerings.
Who we are looking for
- Fluency in English (German is a strong advantage).
- Degree in Business Administration, Supply Chain, Logistics, Economics, or Engineering.
- 2+ years of experience in Supply Chain / Logistics, ideally with focus on Last Mile or Transport Management.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Experience in KPI tracking, dashboarding, and performance analysis.
- Excellent stakeholder management and communication skills – able to balance carrier, warehouse, and customer needs.
- Independent, structured, and hands-on working style with an eye for detail.
- Ability to thrive in a fast-paced and international environment.
- Entrepreneurial mindset with a drive for continuous improvement.
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!
