Emma Sleep

Direct-to-consumer, German-engineered mattresses online

Franchise Governance & Standards Manager

Business OperationsConfirmed live in the last 24 hours

Full-timeLisbon, PortugalNo salary listed

About the Job

Requirements

At least 4 to 5 years of experience owning standards, standard operating procedures, or playbooks in franchise, retail, or multi-site operations, ideally taking an initial version through to a functioning end-to-end system.
Working knowledge of franchise agreements and compliance, with the ability to work closely with Legal.
Experience setting up governance, including approval flows, document control, and review cycles.
Ability to write in a structured, plain-language style and turn complex processes into rules people can follow.
Ability to influence across Sales, Operations, Legal, Training, and Tech without formal authority.
A pragmatic, hands-on approach to publishing an initial version, learning from the field, improving it, and maintaining ownership until it is in use.
Comfort with ambiguity and building processes as work progresses.
Fluency in English.

Responsibilities

Own the franchise operations manual and sales playbook from first draft through publication.
Translate brand, visual merchandising, service, and product expectations into clear rules for store teams.
Work with Sales Excellence and Operations Readiness to test every standard on a real shop floor before publication.
Align each standard with Legal and Compliance, including local franchise requirements in each market, and ensure the franchise agreement and operations manual are consistent.
Design the audit and compliance framework, including processes for handling repeated gaps.
Establish internal governance by defining standard owners, approvers, and change sign-offs.
Run the update cycle, including a formal review after each launch cycle based on field learnings.
Own how standards and updates reach franchisees, including what changes, when changes are communicated, the channel used, and associated training.
Collect feedback from franchisees and field teams and use it to update standards.
Evaluate and recommend platforms for hosting the manual and communicating with franchisees, and lead the rollout with Tech.
Maintain a single source of truth for Sales, Operations, Legal, and Tech.

Desired Qualifications

Audit or quality-framework experience.
Experience evaluating tools or platforms.
Additional European languages.

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 the franchise operations manual and the sales playbook, from first draft to published version.
Turn brand, visual merchandising, service and product expectations into clear rules a store team can apply on day one.
Work with Sales Excellence and Ops Readiness to test every standard on a real shopfloor before it goes out.
Align each standard with Legal and Compliance, including local franchise requirements in each market, and make sure the franchise agreement and the operations manual say the same thing.
Design the audit and compliance framework, including how we handle repeated gaps.
Set up internal governance: who owns a standard, who approves it and who signs off changes.
Run the update cycle, including a formal review after each launch cycle based on what we learn in the field.
Own how standards and updates reach franchisees: what changes, when, through which channel and with what training.
Collect feedback from franchisees and field teams and turn it into updated standards.
Evaluate and recommend platforms to host the manual and communicate with franchisees, and lead the rollout with Tech.
Keep one source of truth that Sales, Ops, Legal and Tech all work from.

Who we’re looking for:

At least 4 to 5 years of experience owning standards, SOPs or playbooks in franchise, retail or multi-site operations, ideally taking something from first version to a system that works end to end.

Working knowledge of franchise agreements and compliance, and comfortable working closely with Legal.

Experience setting up governance: approval flows, document control and review cycles.

A structured, plain-language writing style. You can turn a complex process into rules people actually follow.

Strong at influencing without authority across Sales, Ops, Legal, Training and Tech.

Pragmatic and hands-on: you ship a first version, learn from the field and improve it, and you keep ownership until it’s published and in use.

Comfortable with ambiguity and with building as you go.

Fluent English.

A plus: audit or quality-framework experience, experience evaluating tools or platforms, and additional European languages.

What we offer:

The chance to shape the franchise knowledge base for Europe, with real ownership of the result.

Pet-friendly office environment.

Discounts on our products.

Health insurance, including dental.

24 vacation days.

A multicultural and international work environment.

Company events that are actually enjoyable and build meaningful connections.

Ownership, trust, and support from day one to grow your career.

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.  

About the Company

Emma Sleep

Direct-to-consumer, German-engineered mattresses online

Emma Sleep designs and sells high-quality sleep products, including the Emma Original mattress and related sleep accessories. The core mattress uses a multi-layer foam construction with over 100 points of support to distribute body weight, relieve pressure, and maintain good edge support, and it suits back, side, and stomach sleepers with customizable comfort. The company operates primarily online, selling direct to consumers and offering fast shipping (typically 3–5 business days) across Europe and beyond. Its differentiators include German engineering, a focus on pressure relief and spinal alignment, and a direct-to-consumer, online-first model that supports easy, direct purchasing. The goal is to provide premium, comfortable sleep solutions that promote health and well-being while expanding access to their products through international markets.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Frankfurt, Germany
Founded: 2013

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