Director Customer Relations (m/f/d)

There is a lot of logistical know-how behind every beautiful piece of jewelry. Welcome to Pandora EMEA Distribution Center GmbH, a company of the Pandora Group based in Hamburg-Moorfleet! Since 2011, our mission has been to bring beautiful things to people. Our distribution center is a pioneering logistics center with the highest sustainability standards that is fully geared towards efficient processes. From here we ship our goods quickly, safely and reliably to 69 countries in Europe, the Middle East and Africa. We are as diverse as our jewelry: about 240 employees with over 40 nationalities give special moments to countless customers every day. By supplying the Pandora stores but also through direct contact with end customers. Via the online shop, we delight them with individual products, such as engravings and stylish gift packaging. 

For our distribution center in Hamburg-Moorfleet, we are looking for energetic people who will ensure that wishes come true throughout the EMEA region. Join us now as

Director Customer Relations (m/f/d) in full-time

Let’s DELIVER together:

As the Director Customer Relations you will be a critical member of the EMEA Distribution Center leadership team. You will be responsible for partnering with global and local colleagues and business partners in order to collaboratively plan and execute strategic initiatives relating to store requirements (B2B) and the experience for customers (B2C)

This role will provide methodology, design, structure and coordination around gathering customer sentiment and feedback, all while driving operational excellence and leading a world-class team.  

You will plan and facilitate the deployment of Pandora’s Customer Relations priorities and initiatives across the business as well as a third-party provider leading and driving best practices of our EMEA Distribution Center. Further you will:

• Direct all aspects of Customer relations within the EMEA region including B2B and B2C Customer Service and Training
• Manage and oversees relationship between Pandora and 3rd party Ecommerce Call Centers
• Work cross-functionally and partners closely with distributors and the local market organizations to ensure effective communication of sales priorities and sales challenges
• Ensure service level agreements and compliance with KPIs creating an optimal customer experience
• Drive continuous improvements with a focus on processes, customer relationships and brand
• Develop and implement methods to improve customer data and relationships
• Responsible for implementing strategies, initiatives and goals through the creation and maintenance of metrics, KPI’s and objectives 
• Continuously optimize the team structure and manage departmental budget efficiently
• Drive the ongoing development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours
• Foster and grow a high performing team culture within the department

To succeed in this role, you should possess great stakeholder management skills, as you will be working directly with many different types of stakeholders across our global network, such as the other DCs, General Managers, commercial clusters and global functions. Furthermore, as a CR Director you are heading up a team of 38 employees and will also have the overall responsibility to ensure the competence level is ahead of the curve at all times.

What we DREAM of:

Experienced leader who has a passion for customer experience, growth and technology

In Pandora we value leaders who have a keen eye on people, are driven and strategic, therefore we expect that you have proven your ability to lead, manage and develop high performing teams in past positions. We are looking for a profile who has a passion for customer experience and a strong value chain mindset. Besides that, we see that you have: 

• A degree within a relevant field  
• 5+ years of solid experience working within Customer Service, Retail Operations or Call Center environment
• Experience from retail, fashion, FMCG industry and/or consultancy
• Experience from global organization (multi-sites preferable)
• Ideally, you bring previous experience from a leadership / people management role and are passionate about developing and managing an engaged and high-performing team
• Previous experience working with CRM, specifically SalesForce and Service Cloud
• Proven track record in providing a high level of service to internal and external customers
• Ability to foster strong partnerships and influence effectively – across all levels and functions.
• Demonstrated ability to think strategically, understand complex business challenges and formulate effective solutions designed to create sustained and improved business results
• Strong analytical skills, including the ability to understand data and use it to drive decision making
• Strong oral and written communication skills, interpersonal skills, and business acumen
• Ability to collaborate cross-functionally and cross-culturally, with diverse populations and multiple constituencies
• Demonstrated ability to lead effectively through change

We CARE about you:

Join our dynamic and international environment and share our values with us: WE DREAM, WE CARE, WE DARE and WE DELIVER. Our corporate culture is characterized by mutual respect, tolerance, appreciation, and willingness to perform.

As part of our Pandora family, you are an integral part of our success. That’s why we offer you a modern workplace, many opportunities for your personal and professional development, and attractive additional benefits – a package full of gems for you:

• Internationally successful company with a flat hierarchy
• A highly motivated team with a can-do attitude
• Employee discounts on Pandora products
• Free breakfast and lunch and free drinks
• Free monthly massage
• Cooperation with corporate benefits and free access to a benefits portal for discounted tickets for sport, culture events, and corporate deals
• Company subsidized public transport ticket
• Company pension scheme with an attractive employer contribution and insurance package
• Flexible working time with opportunities for mobile working and Mobile Working Kit Allowance

We love to celebrate special moments together that matter to us, such as your birthday, when you get a day of special leave, or with company events in the summer and at Christmas.

We DARE you to apply:

Do you want to make the world more beautiful? Then simply apply via our career portal. 

More information? Find out everything about Pandora as an employer here.

It is important to us that everyone feels they belong with us, regardless of ethnic origin, gender, disability, religion, ideology, age, or sexual identity.

Pandora EMEA Distribution Center • Bredowstraße 34 • 22113 Hamburg • pandoragroup.com