Operations and Customer Excellence Specialist

Ready to lead, disrupt and reinvent the sleep industry?  

We are Emma – The Sleep Company. Founded in 2015, we have grown into the world’s largest direct-to-consumer (D2C) sleep brand, with a presence in over 20 markets and more than 35 Emma stores across Europe. 

Our mission is simple: to develop sleep comfort products that empower our customers to awaken their best every day. Today, our products are trusted by millions and recommended by leading consumer associations worldwide. 

It’s our people who bring this mission to life. At Emma, you’ll join a driven, international team that values ownership, collaboration, and continuous knowledge sharing. With colleagues from over 70 nationalities, we combine diverse perspectives with a shared ambition to learn, grow, and create lasting impact, together. 

Ready to awaken your best with us? 

What You'll Do:

• Own end-to-end operational and customer service performance for South Korea, ensuring fulfilment, delivery, returns, and after-sales support work together as one customer journey. 

• Lead RFQ and vendor-selection projects for logistics, warehousing, and service partners, from requirements and bid management through proposal evaluation, commercial negotiation, SLA design, and partner recommendation. 

• Manage supplier, warehouse, and logistics partner onboarding and performance, using business reviews, SLAs, and corrective actions to improve both operational reliability and customer outcomes. 

• Monitor inventory availability and fulfilment, delivery, and returns exceptions; investigate root causes, coordinate corrective and preventive actions, and minimise customer impact. 

• Support inventory reconciliation and month-end processes, review warehouse and logistics invoices against agreed terms, challenge discrepancies, and identify cost-saving opportunities. 

• Act as the primary point of contact for customer service-related concerns and escalations, driving timely resolution across relevant internal teams and external partners. 

• Analyse customer feedback, contact drivers, complaint patterns, and operational and service-performance data to identify trends, root causes, and improvement priorities. 

• Manage customer service capacity planning, including workload forecasts, staffing requirements, backlog health, and service coverage, and own the related data, dashboards, and reporting metrics. 

• Lead cross-functional Operations and Customer Excellence projects to improve SOPs, CRM and helpdesk workflows, system processes, reporting, and automation, delivering measurable gains in efficiency, satisfaction, loyalty, retention, and growth. 

Who We're Looking For:

• You have a bachelor's degree or an equivalent educational background. 

• You have relevant experience spanning operations, logistics, supply chain, or e-commerce and customer service or customer experience. 

• You have proven experience managing RFQs, tenders, procurement, or vendor-selection projects and evaluating commercial and service proposals. 

• You have excellent communication, stakeholder-management, and negotiation skills, with the confidence to lead discussions, challenge proposals, and align teams on decisions. 

• You have exceptional interpersonal and customer service skills, with a genuine commitment to turning customers into long-term ambassadors. 

• You are analytical and comfortable working with capacity plans, performance data, cost breakdowns, trends, and numerical reports. 

• You have hands-on knowledge of CRM platforms, helpdesks, project management tools, and reporting solutions; strong Excel skills are preferred. 

• You are proactive, detail-oriented, and accountable, with the ability to organise complex work, investigate issues, and follow through to resolution. 

• You must be a native Korean speaker, have full professional proficiency in English (spoken and written), and currently reside in South Korea. 

Become an Emmie

We are on a mission to become No.1 in the world of sleep, and we’re looking for driven, ambitious people to help us shape what’s next. If you’re curious, hands-on, and ready to challenge the status quo, you’ll find the space here to make things happen and create real impact.  

We are proud to be an equal opportunity employer and are committed to building an inclusive workplace. We celebrate diversity and consider all qualified applicants regardless of 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 within a few days. Due to the high volume of applications, there may be slight delays, but we’ll get back to you as soon as possible.