Working at Emma Sleep
We wanted to learn more about what it takes to be the CEO of the UK’s most awarded mattress company and where Dennis gets his inspiration.
What does a typical day in your life as Emma’s CEO look like?
"No two days are the same.
To begin, I could start my day on a completely different continent; as mentioned earlier, we have offices in Frankfurt, Lisbon, Manila, Mexico City, and Bucharest.
I really value being able to spend time with “Emmies” in each location, getting fresh perspectives on business opportunities, needs, and challenges – we have such a wealth of talent that it’s important to connect with as much of that as possible."
What career or business advice would you give your younger self?
"Ten years ago, when we embarked on this journey, I tended to be risk-averse.
Over the years, my co-founder Manuel has been a crucial influence.
I've learned from him the importance of not overcomplicating things and the value of starting, trying, iterating, and learning along the way."
Is there a company you admire and look to for inspiration?
"In the dynamic landscape of startups and scale-ups, I find inspiration in those doing exceptional work, particularly those adept at building greatness with less conventional funding.
While specific companies stand out, my primary wellspring of inspiration comes from individuals.
Entrepreneurs, leaders, friends, and our dedicated team all contribute to my learning journey.
Within our ranks, we're fortunate to have exceptional leaders from whom I glean valuable lessons every day."
Customer feedback is a big part of Emma Sleep’s journey and development.
Let’s find out more.
Emma Sleep seemingly aims to target a broad market. Could you share insights into how different customer segments influence your product development and marketing strategies?
"At Emma Sleep, our mission revolves around the universal need for quality sleep.
While diverse markets may present nuanced preferences, our core ethos remains consistent – a good night's sleep for everyone.
We place immense value on the feedback loop from our customers.
This insight influences our product development and marketing strategies.
We constantly refine our offerings based on customer feedback, nurturing a culture of continual improvement."
Which steps are you taking to address increasing customer complaints and improving customer service?
"With increased product demand, a rise in customer complaints is natural.
We've responded by introducing new systems, products, and platforms to enhance the overall experience.
Admittedly, this expansion has brought its own set of challenges, and we're actively working to address these teething issues.
Our commitment remains steadfast to elevating our customer service standards."
The future of sleep and Emma
Finally, we checked in to see what plans Emma Sleep has for the future and how they see the sleep market evolving over the next few years.
Where will the European sleep market be heading in the next 5 years?
"Well, predicting the future is a bit like forecasting dreams – you never know exactly where you'll end up, but it's bound to be an interesting journey!"
Which sleep markets outside of Europe are the most interesting for you to pursue, and are any big launches coming up in 2024?
"Beyond Europe, we've established a robust presence in Central and South America, the US, Canada, and throughout the Asia Pacific region.
As for future endeavours, our focus remains on continually enhancing our existing markets and fortifying our presence.
While I can't share specifics about 2024, our team is constantly exploring opportunities to expand our reach and offerings."
And as a final question: Where do you see yourself in 5 years?
"Leading the world of sleep!"
Contact Emma UK
Customer service: To contact Emma UK directly for complaints, support, or queries, please e-mail them at email@example.com, visit their live online chat, or complete their online contact form.
Registered office: Emma Matratzen GmbH, Wilhelm-Leuschner-Str. 78, 60329 Frankfurt am Main, Germany