E-Commerce Optimization & Personalisation Manager

Contract Type: Fixed-Term Contract — Maternity Cover 

Location: Esplanade de La Défense, Paris (Hybrid) 

Department: E-Commerce — Western Europe 

Reporting To: E-Commerce Director, Western Europe 

The Opportunity 

We are looking for an experienced, autonomous and collaborative manager to lead the Western Europe Optimization & Personalisation team during a maternity cover. The role combines strategic leadership, people management and hands-on delivery across experimentation, conversion rate optimization, personalisation and digital innovation. 

A central part of the assignment will be to bring greater clarity and consistency to how the team operates. The successful candidate will formalise the team's ways of working, clarify ownership and decision rights, and establish effective collaboration with D2C and Analytics teams so that insights move faster from opportunity identification to implementation and measurable impact. 

What Success Looks Like 

Clear roles, responsibilities and decision rights within the Optimization & Personalisation team. A documented and adopted way of working with D2C and Analytics Ecom teams, including intake, prioritisation, delivery, measurement and knowledge sharing. A transparent, insight-led roadmap balancing quick wins, strategic initiatives and operational needs. High-quality experimentation and personalisation initiatives with clear hypotheses, robust measurement and actionable recommendations. Stronger stakeholder alignment, faster hand-offs and greater visibility of progress, results and next steps. 

Your responsibilities 

1. Optimization and experimentation strategy 

• Own and drive the Western Europe experimentation and CRO roadmap across France, Spain and Portugal.
• Identify customer journey friction points and growth opportunities using web analytics, qualitative insight, customer feedback and business priorities.
• Translate opportunities into clear hypotheses and prioritised business cases, balancing impact, effort, speed and strategic value.
• Lead the end-to-end testing lifecycle, from ideation and design through implementation, QA, monitoring, analysis validation, recommendations and scaling.
• Ensure appropriate experimentation standards and statistical rigour are applied consistently.
• Drive personalisation opportunities across content, product recommendations, segmentation and customer journeys.
• Partner with D2C teams on Salesforce merchandising, campaign launch optimization, data capture and basket abandonment opportunities.
• Support the growth and optimization of My Pandora across e-commerce, identifying opportunities to improve member acquisition, engagement, retention and customer lifetime value.
• Measure business impact and convert learnings into scalable recommendations. 

2. FONC, Stakeholder management and communication 

• Act as the Western Europe point of contact for optimization and personalisation, connecting local D2C, Analytics and cluster priorities with Global CRO, Digital Experience and Product teams.
• Champion Western Europe priorities with global stakeholders and ensure local market needs are represented in decision-making.
• Share learnings and best practices to strengthen overall programme quality.
• Report clearly to senior stakeholders on roadmap progress, decisions, risks, test results and business impact. 

3. Digital innovation and Voice of Consumers 

• Identify and lead relevant AI-driven solutions and digital innovations that improve customer experience, personalisation, operational efficiency or commercial performance.
• Build clear use cases, success measures and adoption plans, ensuring initiatives remain connected to business and customer needs.
• Leverage consumer reviews and NPS insights captured through Medallia or Yotpo and share key learnings across teams. 

4. Operating model and Team leadership  

• Assess the current operating model and identify gaps, overlaps, unclear ownership and recurring friction points.
• Design, document and embed the team's ways of working, including role clarity, decision rights, governance, meeting cadences, escalation paths and documentation standards.
• Define a practical collaboration model with D2C and Analytics teams covering insight generation, opportunity intake, prioritisation, briefing, implementation, QA, performance measurement and post-launch learning.
• Create and maintain simple tools that make the model actionable, such as a RACI, intake brief, prioritisation framework, roadmap view, test card, results template and decision log.
• Facilitate adoption through onboarding, workshops and regular retrospectives, then improve the model based on team feedback and business needs.
• Manage, coach and develop the CRO Specialist, setting clear priorities, objectives and expectations. 

Who you are 

• Minimum 8 years of experience in e-commerce optimization, CRO, personalisation, digital analytics or digital trading, including ownership of experimentation programmes.
• Previous people-management experience, with the ability to set direction, coach and create accountability.
• Proven experience designing and embedding operating models, governance or cross-functional ways of working in a matrix environment.
• Strong analytical background with hands-on experience in Adobe Analytics or equivalent; proficiency in BI and behavioural analytics tools such as Power BI, Excel or Contentsquare.
• Solid understanding of customer journey optimization, online merchandising, A/B and multivariate testing, segmentation, product recommendations and performance measurement.
• Excellent stakeholder management and facilitation skills; able to turn ambiguity into clear decisions, processes and actions.
• Strategic and decisive, while remaining pragmatic and willing to support hands-on delivery when required.
• Experience in omnichannel retail or consumer goods; Salesforce Commerce Cloud experience is a plus.
• Fluent in English and French; Spanish is a plus. 

Did we get your attention? 

If you see yourself in the position and would like to become a part of Pandora’s future, please do not hesitate to apply. We look forward to hearing from you!  

We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible.  

About Pandora  

Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. Pandora jewellery is sold in more than 100 countries through 6,800 points of sale, including more than 2,700 concept stores.  

Headquartered in Copenhagen, Denmark, Pandora employs 37,000 people worldwide and crafts its jewellery using only recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 31.7 billion (EUR 4.2 billion) in 2024.  

Recognised by the Financial Times as one of Europe’s Best Workplaces and ranked #1 among Danish companies, Pandora is committed to building an inclusive and diverse workplace. We believe that reflecting the diversity of society in how we engage with our customers is essential to fulfilling our purpose: to give a voice to people’s loves. We are dedicated to nurturing a culture where everyone feels respected, valued, and empowered to thrive.