Manager, Customer Experience

Customer Experience Manager

Do you want to be a part of the world’s leading jewellery company while putting your experience in Internal Communication into use? If yes, then we might have an exciting opportunity for you! You will be part of an exciting business area and work in an international organisation of can-do spirited, passionate, and performance-driven people.

About the role: 
 

The Customer Experience Manager will lead a team of in-house Pandora supervisors who oversee retail, eCommerce, and social media escalation teams, ensuring timely and effective resolution of complex customer issues. This role is responsible for driving operational excellence, fostering a customer-centric culture, and aligning escalation processes with Pandora’s service standards and business goals. The ideal candidate will be skilled in managing cross-functional teams, possess expertise in customer service escalation processes, and demonstrate strong leadership and problem-solving abilities. This role requires a proactive approach to process improvement and exceptional communication skills to collaborate across departments and with senior leadership.

What you will do in this role:

Leadership and People Management

• Lead and manage a team of supervisors overseeing in house retail, eCommerce, and social media escalation teams, ensuring alignment with Pandora’s customer experience vision.
• Build strong relationships with supervisors and team members, fostering trust, accountability, and open communication.
• Develop and implement frameworks to effectively address performance gaps, reset expectations, and reinforce positive behaviour’s.
• Provide ongoing coaching, mentorship, and performance feedback to supervisors, equipping them with the tools and confidence to lead their teams effectively.
• Act as a role model by embodying Pandora’s values and demonstrating a customer-first, employee-centric mindset.

Escalation Management and Operational Oversight

• Collaborate with supervisors to address high-priority escalations and maintain resolution quality and consistency.
• Develop, implement, and refine escalation protocols to streamline issue handling and minimize repeat escalations.
• Monitor and analyze escalation trends to identify root causes, operational gaps, and opportunities for process improvement.

Process Improvement and Strategic Initiatives

• Partner with internal stakeholders to develop and optimize escalation processes that align with organizational goals and customer expectations.
• Use data-driven insights to recommend and implement enhancements to productivity and customer satisfaction.
• Collaborate on strategic initiatives to improve overall customer experience and reduce escalation volume through proactive solutions.
• Prepare and deliver reports on escalation trends, team performance, and customer insights to drive informed decision-making at the leadership level.

What is needed to succeed:
 

• Proven Leadership Experience: at least 5 years in a management role, preferably in customer service, customer success, customer experience or escalation management, with a demonstrated ability to lead and inspire teams.
• Empathy and Emotional Intelligence: Strong understanding of customer and employee needs, with the ability to address challenges with compassion and professionalism.
• Exceptional Interpersonal Skills: Talent for building trust, fostering positive relationships, and creating a collaborative, supportive work environment.
• People Development: A proven ability to coach, mentor, and develop team members, helping them achieve personal growth and professional success.
• Strong Problem-Solving Skills: Ability to assess complex situations, identify root causes, and implement effective solutions with confidence and clarity.
• Conflict Resolution Expertise: Skilled at mediating disputes and navigating difficult conversations to achieve positive outcomes.
• Clear and Persuasive Communication: Ability to convey ideas, expectations, and feedback effectively across diverse audiences, from frontline staff to senior leadership.
• Operational Excellence: Strong organizational skills and attention to detail, with a demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strategic Mindset: Capable of aligning team efforts with broader business goals while identifying opportunities for process and performance improvement.
• Adaptability and Resilience: A flexible approach to managing change and handling unexpected challenges with a positive, solution-oriented attitude.
• Proficiency with Tools and Systems: Experience using customer service platforms, reporting tools, and escalation management systems to monitor performance and drive improvements.
• Inspiring Leadership: Ability to foster a culture of accountability, teamwork, and motivation, creating an environment where team members feel empowered to excel.
• Growth Mindset: Eager to learn, take on new challenges, and contribute to a dynamic, evolving customer experience environment.

About Pandora:

Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. 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 27,000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.   

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.