Group Leader, eCommerce Operations, Belgium (m/f/d)

Group Leader Belgium (m/f/d) - Gent

WE DELIVER • WE DREAM • WE CARE • WE DARE

We are looking for a candidate that is as eager to drive and actively participates in growing our e-Commerce business in Belgium by taking responsibility of the fulfillment operations, leading the Operations team on-site.  

The primary responsibility of the e-Commerce Group leader is to run, guide and support day-to-day operations of the e-Commerce fulfillment center in Gent to ensure great customer experience for our Pandora customers. 

WE DELIVER – Let’s deliver together:

• Runs the fulfillment center of the Belgian Pandora e-Commerce business located in Gent, thereby shapes and ensures qualitative operational processes and drives constant optimization  

• Supervises Operations Assistants engaged in all operational activities, including inventory management, warehouse and operations management, customer service support and other ad-hoc activities  

• Supports in operational activities including picking, packing and returns management (no nightshifts)  

• Maintain standards in merchandise handling, loss prevention and replenishment. 

• Build and maintain a solid customer experience through fulfilment of orders and customer response times within SLA.   

• Promote excellent customer service ensuring customer inquiries and complaints are handled in a professional and timely manner according to set KPI´s 

• Responsible for team management including resource planning (incl. Seasonality and temp resources), operational productivity reporting and communication with direct reporting line to Pandora NOREU e-Commerce Manager 

• Train and develop Sales Assistants to achieve full potential: monitors productivity and motivates employees, delivers coaching as needed 

• Maintain knowledge of upcoming sales forecast and promotions in order to prepare accordingly for demand, capacity and resource as required.   

• Perform operations activities including and reporting, reviews time sheets and other payroll documentation for accuracy and submits as appropriate.   

• Maintain an awareness of service level requirements and operational policies, return and exchange processes and security best practices 

KPIs: 

• Stock management accuracy 

• Picking and packing time 

• Customer service satisfaction 

• Team management (employee NPS / retention of staff) 

WE DREAM – This is what we dream of:

• Must have a high school diploma/GED 

• Must have 1-3 years retail/logistics experience (Sales; Luxury or Jewelry Sales preferred) 

• Excellent communication skills 

• Fluent in English 

• Fluent in Dutch and/or French 

• MS Office skills 

• Excellent customer service skills 

• Strong organizational skills and ability to multi-task in a fast-paced environment 

• Motivation and a hands-on attitude 

We CARE - what you can expect:

• An internationally successful company
• Flat hierarchy
• Competitive compensation package
• An highly motivated team
• A modern workplace 
• Can-Do-Attitude
• Events
• Personal and professional development through regular e-learning modules

We DARE - you to apply.

We are looking forward to welcoming you!