Team Lead, Customer Experience (f/m/d) - B2C
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
Team Lead, Customer Experience (f/m/d) - B2C (1 Year limited contract)
Hamburg | Fulltime
Let’s DELIVER together:
The Team Leader is responsible for leading a team of customer service agents to deliver an exceptional customer experience for our retail and eCom customers. This role ensures high performance through training, continuous process optimization, and fostering a culture of excellence on both channels. The Team Leader will also drive continuous improvement initiatives, maintain service quality, and align team objectives with business goals.
Additionally, this role oversees the eCom team, ensuring smooth digital customer interactions and optimizing online support strategies. The Team Leader plays a crucial role in identifying and implementing improvements within the organization, enhancing customer service processes and efficiency. As the production team is managed by a vendor, this position focuses on ensuring seamless coordination between departments, driving operational excellence, and maximizing customer satisfaction across all touchpoints.
The Team Leader also ensures smooth communication between Retail and eCom managers for specific clusters, supporting sales activities in both stores and eCom.
- You are responsible for effectively managing and mentoring a team of customer experience agents to ensure high performance and engagement. You foster a collaborative and inclusive work environment by providing regular feedback, and ensuring professional development through training and coaching.
- You maintain a positive team culture by recognizing achievements, addressing concerns proactively, and ensuring the overall well-being of employees.
- You have strong communication and collaboration skills to act as a liaison between the team and other departments, ensuring smooth information flow and issue resolution.
- You also drive operational efficiency by managing costs, overseeing process creation, improvement and standardisation, and ensuring the successful adoption of new technologies and workflows.
- You uphold ethical leadership and compliance with regulations are also critical responsibilities, ensuring fairness, integrity, and adherence to company policies.
What we DREAM of:
- Leadership & Coaching: You are able to inspire, mentor, and develop team members
- Decision-Making: You have strong analytical thinking to make quick, informed decisions
- Change Management: You are able to guide teams through organizational and process changes.
- Collaboration & Communication: You effectively communicate with internal teams and external stakeholders.
- Problem-Solving: You proactively identify and resolve service issues.
- Customer Focus: You have deep understanding of customer needs and delivering excellent service.
- Time Management & Prioritization: You are able to balance multiple responsibilities and meet deadlines.Resilience & Adaptability
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 fair salary, 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.
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