Franchise Governance & Standards Manager

Emma – The Sleep Company; Lisboa; In loco; EUR 50.000 - 80.000; Tempo pieno

Vantaggi offerti da questo lavoro

Pet-friendly office

Discounts on our products

Health insurance (including dental)

24 vacation days

Multicultural and international work环境

Company events that are enjoyable

Descrizione del lavoro

Emma – The Sleep Company is seeking an experienced standards owner to lead franchise operations manuals, SOPs, and playbooks across Europe. You will translate brand and store expectations into clear rules, and test them on real shop floors before publication.

You’ll design governance, align with Legal and Compliance, and own update cycles from field feedback to published documents. Fluency in English and hands-on delivery are essential, plus comfortable working across Sales, Ops, Legal and Tech.

Competenze

• At least 4–5 years of experience owning standards, SOPs or playbooks in franchise, retail or multi-site operations.
• Working knowledge of franchise agreements and compliance; comfortable working closely with Legal.
• Experience setting up governance: approval flows, document control and review cycles.
• Structured, plain-language writing style; can turn complex processes into clear rules.
• Strong ability to influence without authority across Sales, Ops, Legal, Training and Tech.
• Pragmatic and hands-on: ships a first version, learns from the field and maintains ownership until published.
• Comfortable with ambiguity and building as you go.
• Fluent English.
• Nice-to-have: audit/quality-framework experience and knowledge of additional European languages.

Mansioni

• Own the franchise operations manual and SOPs, from first draft to published version.
• Turn brand, visual merchandising, service and product expectations into clear rules for store teams.
• Test standards on real shop floors with Sales Excellence and Ops Readiness.
• Ensure alignment with Legal and Compliance, including local market franchise requirements.
• Design the audit and compliance framework and address repeated gaps.
• Establish governance: ownership, approvals, and sign-off processes.
• Manage the update cycle and formal reviews after each launch based on field learnings.
• Define how standards reach franchisees: changes, timing, channels and training.
• Collect franchisee and field feedback and translate into updated standards.
• Evaluate platforms to host the manual and facilitate rollout with Tech teams.
• Maintain a single source of truth used by Sales, Ops, Legal and Tech.

Conoscenze

Standards ownership

Franchise agreements

Governance setup

Plain-language writing

Cross-functional influence

Hands-on delivery

Ambiguity tolerance

Fluent English

European languages (plus)

Descrizione del lavoro

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’sour people who bring this mission to life. At Emma,you’lljoin 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.